Refund policy

Exchanges and returns policy

This policy applies to orders placed from its publication on 5 October 2026. Earlier orders are covered by the policy that was published when they were placed.

1. Time limit

You have 30 calendar days from receiving your order to request an exchange or a return. The first 14 days are also your legal right of withdrawal (section 6).

2. How to request it

Everything is done on our portal, devoluciones.huellasdeibiza.com, with your order number and your email. If you need help, message us on WhatsApp at +34 679 54 52 77.

You pay the handling fee first and, once the payment is confirmed, we process your request. Our warehouse will email you the return label and the instructions for packing your parcel.

All exchanges and returns travel with our label.

3. Costs

Size exchange for the same product and collection: €4.95, paid when you start the request.
Exchange for another accessory from the same collection (for example, an adjustable harness for a body harness): €4.95 when you start. If the new one costs more, you also pay the difference when you start; if it costs less, we refund the difference once we receive and check your return. Exchanges for a different collection are not possible.
One exchange per order at this price. A second exchange on the same order costs €14.95, which is what it costs us to collect it, check it and ship again. Exchanges due to a defect or a mistake on our part do not count.
Return for a refund: €7.95 in total: €4.95 for the label, paid when you start, and €3 deducted from the refund.
Free gift (the product you received at no cost with your purchase): size exchange only, for €9.95. It cannot be returned.
Faulty product or mistake on our part: no cost to you (section 8).
Your order's shipping costs are not refunded, unless you return the whole order within the 14-day withdrawal period (section 6).

4. Item conditions

To be exchanged or returned, the item must arrive:

with no signs of use;
with its original tags;
with the protective film on its metal parts;
free of hair;
free of stains and odours;
unwashed;
in its original packaging, with its bag and card.

Only the item you are exchanging or returning goes in the box. If you bought a SET, do not send the whole SET.

We check every item when it arrives. What happens if it does not meet a condition depends on the case (sections 5 and 6).

5. If the item does not pass our check

For exchanges, whatever day you request them, and for returns from day 15 to day 30: if the item does not meet one of the conditions, the exchange or return is not processed and the handling fee you paid is not refunded. We will let you know, with photos.

We keep the item for 30 calendar days from that notice. If you want it back, you pay for it to be sent again at the standard shipping rate for your area. If you do not claim it within that period, we will understand that you give it up.

If you requested an exchange within the first 14 days, you can choose the return in section 6 instead.

6. Right of withdrawal: returns from day 1 to day 14

During the 14 calendar days after receiving your order, you can withdraw from your purchase without giving any reason. You can do so from our exchanges and returns portal or by sending the withdrawal form at the end of this policy, or any other clear statement of your decision, to devoluciones@huellasdeibiza.com.

During this period:

We do not refuse your return because of the item's condition. If it has been handled more than needed to establish its nature, characteristics and functioning, we deduct its loss of value from the refund, always with photos: €5 if it has hair or dust that comes off with cleaning; €5 if it is missing its tag, protective film or bag and card but has not been used (these two deductions add up); and up to the full price of the item if it has been used on walks, washed, has stains or odours or is damaged.
The return costs €7.95, as in section 3.
If you return the whole order, we also refund the standard shipping you paid.
We refund you within 14 calendar days of you telling us your decision. We may wait until we receive the item, or until you show us you have sent it, before doing so.

7. Refunds and exchange shipping

We refund you using the same payment method you used for the purchase. For returns from day 15 to day 30, within 14 calendar days of receiving and checking the item.

If your order had a discount, we refund what you paid for the item, with the discount applied. If you return one piece of a SET, we refund what you paid for that piece: the SET price split across its pieces.

For exchanges, we ship the new item within 10 working days of receiving and checking the one you send back. At very busy times it may take a little longer; if so, we will let you know.

8. Guarantee: defects and mistakes on our part

If the item is faulty, or we sent you something other than what you ordered, the exchange or return costs you nothing. Request it from the portal with photos of the problem: we review them before processing it. The guarantee does not cover damage caused by improper use or handling.

Before using your order, check that it matches what you ordered (model, collection and size) and keep the packaging until you are sure everything is fine.

9. Eternity® Kit

The Eternity® Kit and its jewellery are excluded from the right of withdrawal and cannot be exchanged or returned, except for a defect or a mistake on our part. If you have any issue, message us on WhatsApp.