Refund policy

RETURNS AND EXCHANGES

Effective date: 16/01/2026

At Huellas de Ibiza, we strive to offer quality products that meet the needs of your loyal four-legged friends. Our returns and exchanges policy is designed to give you a hassle-free shopping experience.

Please read the following terms carefully:

1. Right of Withdrawal: In accordance with Spanish law, you have the right to withdraw, cancel or return your purchase within 14 calendar days of receiving the product, without needing to provide any justification. However, at Huellas de Ibiza we are so confident that you will fall in love with the product that we extend this period to 30 calendar days.

2. Returns Process: To start the returns process, please contact us via WhatsApp at +34 679 54 52 77 within the established timeframe. We will provide you with detailed instructions on how to return the product, including completion of a returns form.

Returns that have not been previously notified to us will not be accepted.

3. Condition of Returned Products: Products must be unused, in their original packaging and in proper condition — meaning free of stains, unwashed and free of hair.

We reserve the right to refuse returns that do not meet these conditions. If you receive a product with any defects, please send photos so that we can assess them in a timely manner.

Once we have verified that the item is in good condition, we will proceed to issue the corresponding refund, which will be carried out within 14 calendar days from the delivery of the returned item.

Items purchased as part of packs, 3-for-2 promotions, second-unit-at-50%-off promotions or similar offers are subject to a special returns policy. If a partial return is made on an item purchased under any of these circumstances, the applied promotion will be cancelled and the corresponding accessories will be charged at their original price.

If a return is made after a free size exchange has already been processed, the shipping and pick-up costs of the size exchange will be deducted from the refund amount.

If you return an item due to a defect caused by improper handling by the customer, no refund will be issued.

It is important that you never throw away the packaging of the products until you have confirmed that they are in perfect condition. Before opening and using the product, please verify that it matches what you ordered (model, colour, size, etc.), and submit an immediate claim should you find any discrepancy.

4. Shipping Costs: Shipping costs associated with the return will be borne by the customer, at a cost of €16.95.

During Sales periods, promotional campaigns, Black Friday, etc., size exchanges (return and shipment of the new size) will have a cost of €16.95.

Only size exchanges of the same harness model will be carried out; exchanges on other accessories or exchanges of one product type for another will not be accepted. If further exchanges or new product shipments are requested, the customer will be responsible for the shipping costs. If you wish to exchange one type of product for another, please contact us via WhatsApp at +34 679 54 52 77.

5. Refund: Once we have received and verified the returned product, we will process the refund within a maximum of 14 calendar days from receipt of the return. The refund will be issued using the same payment method used for the initial purchase, or another valid method if necessary.

6. Exceptions to the Right of Withdrawal: Some products may be excluded from the right of withdrawal for reasons of hygiene or safety. We will clearly indicate these exceptions in the product description.

7. Customer Information: This returns and exchanges policy is available on our website. We recommend reading it before making your purchase.

For any additional questions, please do not hesitate to contact us.

We are grateful for the trust you have placed in us. We strive to offer products that improve the lives of your furry companions, and we are here to help you with any aspect of your shopping experience.

Kind regards,

Huellas de Ibiza.