Refund policy
Customers have the right to return an item and receive a full refund within 30 calendar days of receipt. After this period, Branni Pets has the right to refuse refunds.
Returns of damaged or used items will not be accepted. Returned products must be in perfect condition, without signs of use, and with all original packaging elements, including labels, as they were sent.
If the return or exchange is due to a manufacturing defect or an error on Branni Pets’ part, the cost will be covered by Branni Pets once validated by a member of the Branni Pets team.
If you wish to handle the return yourself, we recommend using tracked shipping methods to locate the packages. Branni Pets is not responsible for any potential losses in returns managed by the customer.
Returns and exchanges in Peninsula and Balearic Islands
Returns and exchanges will be charged to the customer. When requesting an exchange you will receive an email to pay the exchange/return costs via the website. In the case of returns the amount of return costs will be deducted from the refund.
To process a successful return/exchange the steps to follow are as follows:
1. Enter the Branni Pets returns portal.
2. Enter your order number and your email or telephone number.
3. Follow the steps to request an exchange or return. You can choose from several delivery methods:
- Delivery to Correos office.
- Request a pick-up (You can schedule the time and place of pick-up).
4. Keep the item/s you want to exchange in the same box or in another one, seal it well and add the label with our address.
* We will not accept exchanges of items in boxes or packaging of proportions greater than 15% of the original packaging.
** The costs are to be borne by the customer. If instead you want to send it on your own with the courier company that you like, you are free to do so. However, Branni Pets cannot be held responsible for any damage or loss caused by the courier company.
*** No refunds will be given for broken accessories, scratches or signs of use unless the customer has notified us by email to orders@brannipets.com that the item had original/factory defects or imperfections.
International and Canary Islands Returns and Exchanges.
For international returns/exchanges or from the Canary Islands, you can manage it through the returns portal. If you make an exchange, the return cost will include the price of shipping the exchanged product.
1. Enter the Branni Pets returns portal.
2. Enter your order number and your email.
3. Follow the steps to request the return or exchange of the products you want to return. You can choose several shipping methods:
4. Put the item(s) you wish to exchange in the same box or any other box of your choice**, seal it well and add our address label.
*After checking that the returned item/s are in perfect condition, with no signs of use or defects.
**For deliveries to the Canary Islands, Europe and the rest of the world, we will not reimburse the shipping costs of the order, customs fees or costs beyond the control of Branni Pets.
*** Any customs charges, duties or taxes relating to exchanges / returns by the customer shall be borne by the customer.