Refund policy

At Baluana, we want you and your pet to be completely satisfied. That’s why we offer a 60-day return period from the date you receive your product, significantly exceeding the legal minimum of 14 days.

1. RETURN CONDITIONS

For a return to be accepted, the item must meet the following requirements:

  • It must be in the same condition that you received it.

  • It must be unused and strictly free of pet hair, odors, or stains.

  • It must have all original tags attached and be in its original packaging.

  • A receipt or proof of purchase is required.

Hygiene Note: For health and hygiene reasons, dog beds that have been unsealed or used by an animal will not be accepted for return, in accordance with EU legal exceptions for products that are not suitable for return due to hygiene reasons once opened.

2. RETURN PROCEDURE

  • Contact us by email: Send an email to baluana@use.startmail.com including your order number.

  • Important: Once your request is accepted, we will provide you with a shipping label and detailed instructions on how and where to send your package (we will provide the return address at that time). Items sent back to us without first requesting a return will not be accepted.

3. SHIPPING COSTS

Unless the product has a manufacturing defect or there was an error in the shipment on our part, the shipping costs for the return are the responsibility of the customer.

4. DAMAGES, DEFECTIVE PRODUCTS, AND ERRORS

Please inspect your order upon reception. If the product is defective, damaged, or if you receive the wrong item, contact us immediately at baluana@use.startmail.com so that we can evaluate the issue and resolve it at no cost to you.

5. EXCEPTIONS

Returns are not accepted in the following cases:

  • Customized or made-to-order products.

  • Dog beds that show clear signs of use or a lack of hygiene.

6. REFUNDS

Once we have received and inspected the returned item, we will notify you whether the refund has been approved or rejected. If approved, the refund will be processed automatically to your original payment method.

Please remember that the time it takes for the balance to appear in your account depends on your bank or credit card company. If 15 business days have passed since our confirmation and you have not received the refund, please contact us at baluana@use.startmail.com.