Refund and Returns Policy

Effective Date: November 4, 2026

1. Introduction

Welcome to the official Refund and Returns Policy of MASCOTA AVENUE SL, the operator of the e-commerce website www.mascotaavenuesl.com. As a trusted Spain-based pet accessories shop founded by a team of passionate pet lovers, we are fully committed to delivering high-quality, well-made pet products including plush toys, grooming gloves, portable water bottles and hair brushes to every furry companion and their owner. This policy is designed to clearly outline the terms and conditions that govern all return and refund requests for orders placed on our platform, to ensure a fair, transparent and consistent experience for all our valued customers.

We want all our customers to be fully informed before completing a purchase: ‌we strictly do not accept standalone “refund only” requests under any circumstances‌. No full or partial refund will be approved unless you have properly returned the corresponding ordered item back to our designated return address, and the returned item has passed our official inspection process. This rule applies to all product categories sold on our website, no exceptions. If you have any questions about this policy, you can reach out to our support team via the contact details listed in Section 7 at any time.

2. Return Eligibility Criteria

To be qualified for a return process, your request must meet all the following requirements:

• Your return request must be submitted to us within 14 calendar days from the date you successfully receive your ordered pet product. Requests sent after this 14-day window will not be accepted.
• The product you intend to return must be in its original, unused resalable condition. All tags, protective wrappings and original packaging that came with the item must remain intact and unremoved. We do not accept returns of products that show obvious signs of use, dirt, pet hair adhesion, damage caused by improper operation, or have missing original accessories.
• Per our no “refund only” rule, you cannot keep the product you ordered and request a full or partial refund for it for any reason, including but not limited to “I do not want the item anymore”, “the product is not as I expected”, or “the item arrived too late”. You are required to send the product back to our specified return location to initiate any further processing.
• Custom personalized pet products and specially made items that are produced exclusively for your personal order are not eligible for return, for hygiene and customized service reasons.

3. Step-by-Step Return Process

To submit a valid return application, please follow the procedures below strictly:

1. Contact our customer support team first, send us an email at crypta@mascotaavenuesl.com with your order number, the name of the product you wish to return, and a brief description of the reason for your return. Our team will respond to your inquiry within 2 working days, and send you a formal return authorization form as well as our designated return address. Unauthorized returns sent to any address other than the one we provide will not be processed, and we will not take responsibility for lost parcels in this scenario.
2. Carefully pack the product you are returning in its original packaging, fill in the return authorization form we provided and place it inside the parcel, then ship the package back to the return address we notified you. You will be responsible for covering the shipping cost of sending the returned item back to us, unless the return is caused by our verified error such as we shipped you the wrong product or the item arrives with manufacturing defects.
3. After we receive your returned parcel, our quality inspection team will complete a full check of the item within 3 working days. We will confirm that the item meets all the return eligibility criteria listed in Section 2, no damage, no missing parts, and stays in resalable condition.

4. Post-Inspection Processing

Once your returned item passes our official inspection, you can choose one of the two solutions we provide, and we will not offer standalone cash refunds for orders that you do not return the corresponding product:

• Exchange for another product of equal or higher value from our shop. If the new product you select has a higher price than the value of your returned item, you will only need to pay the price difference, and we will cover the shipping cost of the new exchanged item to your address.
• Store credit that equals to the full value of your returned item. The store credit has no expiration date, you can use it to place any new order on www.mascotaavenuesl.com whenever you want, no minimum spending limit is required.

In cases where the returned item fails our inspection, we will send the item back to your shipping address you provided, and no exchange or store credit will be issued. We will also send you a detailed notification explaining the exact reason that the item did not meet our return eligibility standards.

5. Damaged or Incorrect Item Orders

If you receive an order where the product has confirmed manufacturing defects, or we incorrectly ship you the wrong product that does not match what you ordered, you still cannot submit a refund only request. You will need to send us clear photos or short videos to show the damage or incorrect item situation within 48 hours after you sign for the parcel, our team will verify the situation, then arrange for a free pre-paid shipping label for you to send the item back. After we receive the defective or wrong item, we will arrange a brand new correct replacement product to you with no extra cost, or issue full store credit to your account based on your preference. We will not approve any requests that ask for cash refund while you keep the defective or wrong item.

6. Exceptions and Clauses

For hygiene and public health reasons, all pet grooming gloves, pet water bottles that have been used or assembled are not eligible for return unless the items have original manufacturing defects that can be clearly verified.
We do not process any cash refunds for any returned order. All qualified compensation will be issued in the form of product exchange or store credit, no cash equivalent will be provided under any circumstance.

7. Contact Information

If you have any questions, or need to submit a return application, you can reach us at:
Company Name: MASCOTA AVENUE SL
Website: www.mascotaavenuesl.com
Email Address: crypta@mascotaavenuesl.com
Physical Address: Calle de Bilbao 25, Piso 1, Puerta 4, 08005 Barcelona, Spain
Contact Phone Number: +34 93 853 6037
Our customer support team is available on working days from 9:00 to 18:00 CET, and we will reply to all your inquiries as soon as possible.