Returns and refunds
Last updated: April 30, 2026
We want you and your pet happy with every order. If something didn't work out, this policy explains how to start a return or refund. It is a prototype placeholder and will be replaced with the final version before launch.
Return window
You have up to 30 days from the delivery date to request the return of any unopened item in its original packaging. After that, only manufacturer warranties apply.
Non-returnable items
We do not accept returns on opened perishable food, veterinary prescription medication, intimate pet hygiene products, or personalised items (engraved tags, name-printed clothing).
How to start a return
Go to My account › Orders, open the order and choose 'Request return'. We schedule a free pickup in Bogotá and the rest of the country. You will get an email with the shipping label.
Refunds
Once we receive the item and verify its condition, we issue the refund to the original payment method within 5 to 10 business days. For cash-on-delivery orders, refunds go via bank transfer to the account you provide.