Refund policy
Returns
We have a 30-day return policy: you have 30 days from the day your order arrives to ask for a return. That's longer than the law requires, because two weeks isn't long enough to know whether an animal will take to something.
Condition
To be returned, an item needs to be unused and in its original packaging, with any accessories and manuals included. You'll need your order number or proof of purchase.
How to start a return
Email us at info@reinaypuffy.com with your order number and what's wrong. We'll reply with instructions.
Please don't send anything back before contacting us — parcels that arrive unannounced can't be processed.
Returns are sent to:
Reina & Puffy
Carrer Oliva 29
17600 Figueres
Catalonia, Spain
Who pays return postage
Return postage is paid by the customer, and we recommend a tracked service — until the parcel reaches us, it's your responsibility.
The exception: if an item arrives faulty, damaged, or isn't what you ordered, we cover the return postage in full. That's on us, not you.
Damaged, faulty or wrong items
Check your order when it arrives. If something is broken, defective, or isn't what you ordered, email us within a few days with a photo. We'll replace it or refund it, postage included. This is separate from the 30-day policy and applies whenever a fault appears.
What we can't take back
- Items used on an animal in a way that can't be cleaned — brushes, combs and clipper blades once they've been through a coat
- Anything returned without its original packaging or missing parts
- Items damaged after delivery through misuse
If you're not sure whether your item qualifies, ask before sending it.
Exchanges
The fastest way is to return what you have and place a new order once the return is accepted. If you'd rather we swap it directly, email us and we'll see what we can do.
Your legal right to cancel
Separately from our 30-day policy, Spanish and EU consumer law gives you 14 days from delivery to cancel your order for any reason, without giving a justification.
Under that right you may examine and handle the item as you would in a shop. If it's been used beyond that, we may reduce the refund to reflect the loss in value, but we can't refuse the return. Return postage under this right is paid by the customer, as set out above.
To use this right, email info@reinaypuffy.com within 14 days of receiving your order.
Refunds
Once your return arrives and we've checked it, we'll email you to confirm. Approved refunds go back to your original payment method within 14 days. Your bank may take a few more days to show it.
If more than 14 days have passed since we confirmed your refund and nothing has arrived, email info@reinaypuffy.com and we'll chase it.