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Refund policy

Customers have the right to make a refund and obtain the full amount of the purchase within 30 calendar days of purchase. After this period of time, Branni Pets has the right to make no refunds.

Nor will monetary refunds be made on damaged or used items.

If the return or exchange is due to a factory or Branni Pets fault, the cost will be borne by Branni Pets.

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 3,40€.
  • Request a pick-up (You can schedule the time and place of pick-up 3,90€.
  • Delivery to our offices in Barcelona Free.

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.

Returns and exchanges within the European Union.

For returns in European Union countries you can do it from the returns portal or by requesting a return with our Fedex or DHL service. If you want an exchange you will have to make a return and place a new order.

Using the returns portal:

1. Enter the Branni Pets returns portal.

2. Enter your order number and your email or telephone number.

3. Follow the steps to request the return of the products you want to return. You can choose several shipping methods:

  • Delivery to a collection point. Price according to country.
  • Deliver on your own. We recommend using shipping methods with tracking to locate packages. Branni Pets is not responsible for possible losses in returns managed by the customer.

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.

Through us with the DHL, Fedex or UPS returns system.

You will need to notify us via email at orders@brannipets.com that you want to return an item and in the subject line of the email put REQUEST EXCHANGE/ RETURN #(order number).

Depending on the country or shipping method previously used, we will provide you with a Fedex or DHL return label and the price to be paid for shipping costs. Once you have the label, simply attach it to the original box with the items to be returned and we will arrange collection or delivery depending on country availability.

To exchange an item, the procedure is the same but you will have to place a new order. We will send the new order as soon as possible and when the items you want to return arrive at the office we will refund you by the same payment method you used.

International returns and exchanges (Canary Islands and the rest of the world)

If you want to return/exchange a product and you are outside Spain (Peninsula and Balearic Islands), you can manage it in 2 ways: 1. By sending it on your own with the courier/logistic service of your choice or 2. Through us with the systems offered by Fedex and DHL. Return costs will always be borne by the customer.

1. Shipping on your own with the courier/logistic service of your choice. You must notify us via email to orders@brannipets.com that you want to return an item and in the subject line of the email put REQUEST EXCHANGE/ RETURN #(order number).

You can then return the item by the courier service of your choice and as soon as it arrives at our offices, we will make the full refund by the same payment method you used.* We recommend using shipping methods with tracking to locate packages. Branni Pets is not responsible for possible losses in returns managed by the customer.

2. Through us with the DHL and Fedex returns system. You must notify us through an email to orders@brannipets.com that you want to return an item and in the subject of the email put REQUEST EXCHANGE/ RETURN #(order number).

Depending on the country or shipping method previously used, we will provide you with a Fedex or DHL return label and the price to be paid for shipping costs. Once you have the label, simply attach it to the original box with the items to be returned and we will arrange collection or delivery depending on country availability.

To exchange an item, the procedure is the same but you will have to place a new order. We will send the new order as soon as possible and when the items you wish to return arrive at the office we will refund you by the same payment method you used.

*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.

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