Refund policy

Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition in which you received it: unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, you can contact us at info@santiago-pet-co.com.
If you have any questions about returns, please contact us at info@santiago-pet-co.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care items (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.

If you have questions or concerns about a specific item, please contact us.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period

Notwithstanding the above, if the merchandise is shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

As above, the item must be in the same condition in which you received it: unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved or not.
If approved, your refund will be automatically processed to your original payment method within 10 business days.

Please remember that your bank or credit card company may take some time to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@santiago-pet-co.com.