Refund Policy


We have a strict 30-day return policy, which means you have 30 days after receiving your item to request a return. You will need to present the receipt or proof of purchase. Because our online store is completely independent from our on-site store, any return or exchange must be done according to the instructions that follow. 

To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, and in its original packaging. 

To start a return, you can contact us via email at If your return is accepted, we’ll send you instructions on how and when to return your package within 24 hours. Items returned to us without first submitting a request will have a processing time of up to 48 hours.

Remember: you can always contact us for any return question at

Damages and issues (add to checkout page)

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Opened items or requests submitted after the 30-day period will not be accepted for a refund or return. Unfortunately, we cannot accept returns on items with a reduced price.


Should you purchase an item in the wrong size, flavor or preventative care line, we would be happy to receive the item you have, and once the return is accepted, make a separate purchase for the new item.

We will not be able to process exchanges automatically. 


Once we’ve received and inspected your return, we will inform you whether the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

For orders paid through ATH Móvil, we will only refund the order total after subtracting the app's 2.25% processing fee.