Customers have the right to make a refund and obtain the full amount of the purchase within 14 calendar days of purchase. After this period of time, Branni Pets has the right to make no refunds. No monetary refunds will be given on damaged or used items.
Returns and exchanges in Peninsula and Balearic IslandsThe first exchange/return is free and at the expense of Branni Pets. The following ones will be paid by the customer and the amount of 6€ (for shipments to mainland Spain and Balearic Islands) will be paid by web payment, bank transfer, PayPal or Bizum.
We operate with the company GLS Spain in Parcel Business mode.
I want to make an exchange/return, how do I do it (Peninsula and Balearic Islands)?If you want to change your order because you want a different colour or size, you must process an exchange within 14 calendar days.
If you want to return your order, you have 14 calendar days to do so and get a full refund of the order from the time you receive it.
Returns and exchanges after this period will not be accepted.
To process a successful return/exchange the steps to follow are as follows:
1. Fill in the return form that you will find in the order you have received. You can write whatever you want if you think that this information will speed up the process of carrying out the return.
2. Put the item(s) you want to exchange in the same box or in another box of your choice**, seal it well and add the following address on the outside of the package:
Passeig Valldaura 172.
08042, Barcelona (España).
3. Send an e-mail to: email@example.com with the following subject 'REQUEST RETURN/EXCHANGE #(order number)'. Remember to specify the time slot in which you will be available for collection.
To make an exchange please tell us which products you want to exchange and which new product you want.
4. In the case of a return, we will notify GLS to go to the address you have given us (or a different one, but remember to let us know in the return request email) and the delivery driver will pick up your package without you having to go to an external GLS point. As soon as the package arrives at our offices we will refund you by the same payment method you chose within 4 working days from receipt of the return***.
In the case of an exchange, we will send you a return order with the products you have ordered. As soon as the delivery person arrives at the address you have indicated, you must give him the box* with the items you wish to exchange.
* We will not accept exchanges of items in boxes or packaging that are more than 15% larger than the original packaging.
** The first return/exchange is free of charge and at our expense. From the second return, the costs are charged to the customer. The price for each return to the peninsula with the logistics company GLS is 6€ (VAT included). If you want to send it on your own with the courier company of your choice, you are free to do so.
*** No refunds will be given for broken accessories, with scratches or signs of use unless the customer has not confirmed by email to firstname.lastname@example.org that the item had defects or imperfections of origin/factory.
International returns and exchanges (Canary Islands, Europe and the rest of the world)If you want to return/exchange a product and you are outside Spain (Peninsula and Balearic Islands), the management will be at your expense. You must notify us by sending an email to: email@example.com that you want to return an item and in the subject of the email put 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 refund you in full using the same payment method you used.
If you want to make an exchange, the steps are 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 our 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.
In shipments to the Canary Islands, Europe and the rest of the world will not be refunded the shipping costs of the order, customs fees or costs unrelated to Branni Pets.