Customer Center

How can I return an item?

When can I return a product?

You can return the items in its original state within 14 days of receiving it. 

The returned product must be in the same condition as it was received in, in the original box or bag of the brand, well sealed, and inside an additional box or bag so that the shipping company is unable to put labels on the product. Defects within the parcel or product could lead to the cancellation of the refund.

Exception: no returns of medications or antiparasitic drugs are accepted under any circumstances, unless the wrong product is shipped by our mistake, in which case we will collect and ship the correct product.

How do I return it? 

Pack all of the products securely in the package in order to prevent any damages.

To make the shipment, please go to any transport agency that you prefer and indicate the name and address of our logistics facilities:

Maskokotas SL
Pol. Ind. La punta, C/Aurora s/n
46691, Vallada (Valencia) España
España

Remember to write down the details of your oreder and reason for return, and put the information inside the box, so we know the details of your order and why you are returning.

Refunds deadline

The deadline to receive a pending refund is up to 14 days from the cancellation / modification of the order. Considering returned items, please keep in mind that first, our warehouse must check the condition of the product in order to confirm that it is in the same condition in which it was delivered to the customer.

Have you received my returned items?

If we haven’t contact you yet it is because our warehouse hasn’t confirmed your return is already back yo our installations. As soon as it’s verified and checked we will contact you immediately. We will finish the procedure by refunding your money back.

If we have not contacted you yet it is because our warehouse hasn’t confirmed your returned item has arrived at our warehouse. As soon as this is verified and checked, we will contact you. We will finalize this procedure by refunding your money.

How long does it take to process a refund?

Please note that depending on the carrier you chose, the package will take between 5 to 10 days to arrive to our facilities. Once it arrives, it can take up to 10 days to make all of the necessary arrangements, therefore a return can take up to 20 days. Once the refund  is verified, we will notify you of the result and proceed with the corresponding payment.

Please remember that we do not make reposition orders.

We do not do replacement orders

We do not do replacement orders in any case, even if the order suffers from an incident. In this case we will proceed with the complete refund of the amount.

Non-returnable products

The non-returnable products include:

- Alimentary products.
- Costume jewellery for performances.
- Beauty products, cosmetics and hair products without the seal of guarantee.

They have not collected my return

If the shipping company hasn’t gone to the pick up address within 24-48 hours of the pick up confirmation, please contact our Customer Service.

Warranty procedures

In accordance with current law, all products bought online have the same warranty as any other product purchased as new: 2 years. 

If there is a defect in the factory, it is the responsibility of the manufacturer to repair it, exchange it for the a new yet equal product or return it to you. Usually, the deadlines for processing the guarantee take approximately 30 days.

Contact our Customer Service to process the guarantee.