Refund policy
Your satisfaction is our priority! If any issues arise with your order, we’re here to help. Please read our refund policy below to understand how we handle refund requests.
Refund Policy
1. When You Are Entitled to a Refund
✅ Incorrect product → If you received a product different from what you ordered.
✅ Damaged or defective product → If the product arrives in poor condition.
✅ Order not delivered → If your order does not arrive within 30 days of shipment (excluding delays caused by customs or force majeure).
⏳ No product return required!
For sustainability reasons, we do not ask customers to return products. Instead, you may keep them or donate them.
2. Refund Request Process
📩 Steps to submit your refund request:
1️⃣ Send an email to info@elitemascotas.com within 7 days of receiving your order.
2️⃣ Describe the issue and attach photos or videos clearly showing the problem.
3️⃣ Our team will review your request and respond within 2–3 business days.
3. How the Refund Is Issued
💳 Refund method: The amount will be refunded using the same payment method used for the purchase.
⏳ Processing time: 7–10 business days, depending on the payment provider.
🚀 No product return required: You do not need to return the product to receive your refund.
4. Cases Where Refunds Do Not Apply
🚫 Change of mind → Refunds are only accepted if there is a genuine issue with the product.
🚫 Minor delivery delays → If the delivery is delayed within a reasonable timeframe.
🚫 Damage caused by misuse → We cannot offer refunds for damage resulting from improper use.
5. Contact
📩 Customer support email: info@elitemascotas.com
✨ We value your trust and will do our best to provide you with an excellent shopping experience.
Elitemascotas.com reserves the right to reject refund requests that do not meet the above conditions or that are submitted outside the specified deadlines.
Last updated: November 8, 2025.