Returns and refunds policy — Mascotas360s

Last updated: 24 October 2026

At Mascotas360s we want you to be satisfied with your purchase. This policy explains returns, refunds and reporting problems with purchases at https://mascotas360s.es, without prejudice to consumers’ statutory rights.

1. Right of withdrawal

Consumers may withdraw from an online purchase within 14 calendar days after receiving the product, without giving a reason or paying a penalty. The period starts when you, or a person you designate other than the carrier, receives the product. If products from one order arrive separately, it starts on receipt of the last product.

Before the period expires, send an unequivocal statement of withdrawal to john@mascotas360s.es or by post to John Alejandro Correa López — Mascotas360s, Paseo de la Convivencia, 4, Portal 1, 1C, 28850 Torrejón de Ardoz, Madrid, Spain. Include the order number and products to help identify the purchase. You may use the optional form below. You do not need to justify your decision or wait for authorisation to exercise withdrawal validly.

2. Return deadline and address

After notifying withdrawal, return or send the goods without undue delay and no later than 14 calendar days after notification, unless we have offered to collect them. The deadline is met if you dispatch them before those 14 days expire.

Return to: John Alejandro Correa López — Mascotas360s; Paseo de la Convivencia, 4, Portal 1, 1C; 28850 Torrejón de Ardoz, Madrid, Spain. Returns are received here in Spain; you do not need to send products to the foreign supplier or the origin address on the parcel.

We recommend including the order number or another purchase reference. Its absence does not remove your rights, but may make identification harder. Contact us for help. You do not need our authorisation to notify withdrawal or send the products to this address within the statutory deadline.

3. Condition of returned goods

You may examine and test goods as necessary to establish their nature, characteristics and functioning, as you could in a physical shop. You are liable only for diminished value caused by handling beyond those checks, as provided by law.

We do not require goods to be completely unused where that would conflict with lawful withdrawal. Where possible, return accessories and original packaging to help transport and identification. Missing original packaging alone does not automatically remove the right of withdrawal.

4. Return costs

For a change-of-mind withdrawal, you bear the direct shipping costs to our Torrejón de Ardoz address, provided you were informed before purchase. You may choose the carrier. Keep proof of dispatch and use a service that can evidence the return.

We charge no withdrawal penalty or restocking fee. A lawful deduction for diminished value under section 3 may apply. If we agree to pay return costs, we will tell you expressly.

For defective, damaged, incorrect or non-conforming goods, Mascotas360s pays the necessary costs legally borne by the seller. Contact us to arrange collection, a return method or reimbursement of necessary costs. This contact requirement does not limit statutory rights.

5. Defective, damaged or incorrect products

Contact john@mascotas360s.es or +34 624 76 43 42. To help us, provide the order number or other purchase identification, affected product, problem description and photographs or videos where necessary and possible.

We will assess the problem and provide the remedy required by consumer law: repair, replacement, price reduction or termination with a refund, as applicable. Bringing goods into conformity is free, including necessary shipping, transport, labour and materials. These rights are not limited to the 14-day withdrawal period. Mascotas360s handles the claim as seller; resolution does not depend on the supplier first accepting a return or reimbursing us.

6. Refunds

For valid withdrawal, we refund without undue delay and within 14 calendar days of receiving your notice. Unless we offered collection, we may withhold the refund until we receive the goods or evidence of dispatch, whichever comes first.

We use the original payment method unless you expressly agree otherwise without additional cost. The refund includes the amounts legally due and, where applicable, standard delivery charges originally paid. We need not refund the supplement for an expressly chosen delivery option more expensive than the least costly standard option. No refund fee is charged. Refunds for defective or non-conforming goods follow applicable statutory rights.

7. Exceptions to withdrawal

Withdrawal does not apply in cases expressly provided by law, which may include goods made to the consumer’s specifications or clearly personalised, rapidly deteriorating or expiring goods, and sealed goods unsuitable for return for health or hygiene reasons that were unsealed after delivery, where the statutory conditions are met.

Exceptions apply only where their legal conditions are satisfied. Opening packaging or normally checking a product alone does not automatically remove withdrawal rights. We will disclose any applicable statutory exclusion before purchase. Exceptions do not remove rights concerning defective or non-conforming goods.

8. How to return goods

Notify withdrawal by email or post within the statutory period, identify the purchase and goods, and send them to the return address above within 14 calendar days after notice. Keep proof of dispatch. No prior authorisation is needed for a valid withdrawal notice. For defective, damaged, incorrect or non-conforming goods, contact us to arrange the remedy and necessary transport free of charge.

9. Statutory guarantee

All goods are covered by the applicable statutory guarantee of conformity. For new goods sold to consumers in Spain, the general seller-liability period for lack of conformity is three years from delivery, subject to statutory rules and exceptions. Remedies may include repair, replacement, price reduction or termination, as applicable. This guarantee is separate from withdrawal and is not limited by this policy.

These conditions also apply to purchases for other enabled EU countries. Returns are received at the Torrejón de Ardoz, Madrid, Spain address stated in this policy. For withdrawal due to a change of mind, customers pay direct return costs when informed before purchase; cross-border costs may be higher. Free shipping does not mean free returns. For defective or non-conforming goods, Mascotas360s bears necessary costs legally payable by the seller. Mandatory rights and any more favourable statutory guarantee applicable in the consumer’s country of habitual residence remain protected.

10. Model withdrawal form

Complete and send this form only if you wish to withdraw; its use is optional.

To: John Alejandro Correa López — Mascotas360s. Address: Paseo de la Convivencia, 4, Portal 1, 1C, 28850 Torrejón de Ardoz, Madrid, Spain. Email: john@mascotas360s.es.

I hereby give notice that I withdraw from my contract of sale for the following goods: ______. Order number, if known: ______. Order date: ______. Date received: ______. Consumer’s full name: ______. Consumer’s address: ______. Contact email: ______. Date: ______. Consumer’s signature: ______.

A signature is required only for a paper form. You may instead send any other unequivocal withdrawal statement to Mascotas360s within the statutory period.

11. Consumer rights

This policy does not limit or replace rights under current consumer protection law. If a provision conflicts with an applicable mandatory rule, consumers’ statutory rights prevail.

12. Contact

Trading name: Mascotas360s. Owner: John Alejandro Correa López. Spanish tax number (NIF): 04244161V. Email: john@mascotas360s.es. Telephone: +34 624 76 43 42. Business and return address: Paseo de la Convivencia, 4, Portal 1, 1C, 28850 Torrejón de Ardoz, Madrid, Spain. Website: https://mascotas360s.es. Country: Spain.

Our aim is to resolve problems clearly, fairly and in accordance with your statutory rights.