Conditions Personalized Products


DOS AND ONE TRILOGIC, SL (hereinafter Baluka Pets) offers customization services for food products, accessories and services for pets.

The items, colors and materials of our items to customize may vary slightly from the samples displayed on the web depending on availability, although we will always maintain the highest quality and design characteristics. In the case of second orders that are replicas of the first, please take this into account.

Offers will be marked as such, and will be valid as long as they appear on your screen. Said offers may be modified or canceled without prior notice.

Cancellations and/or returns will only be accepted under the following terms:


The customer may cancel his order and request a full refund of the amount if it has not yet been shipped. To do this, you must contact us as soon as possible using the contact form or send us an email to and provide us with your details and order number.

In the case of products for which customization has been requested (inscription of name, photograph or any type of message), the customer may cancel his order and request a full refund of the amount if the status of the order has not moved to "in preparation" or higher level.


a) Defective article or sending an article instead of another by mistake:

If any of these conditions is met, in compliance with current regulations, the customer has a period of 14 calendar days from the date of receipt to return an order in the 2 accepted cases. It will be checked that the state of the product is in normal conditions and that it does not show signs of manipulation.

In order to start a return process, before making it, it will be necessary to communicate it via email to where we will indicate the steps so that you can send us the order. We will not accept returns without the prior communication mentioned.

Baluka Pets will not accept shipments postage due or cash on delivery and in which the shipping or return costs have not been paid.

It is necessary that the product is in perfect condition, with no apparent signs of use, with all its accessories and properly packaged.

If the return is within the accepted assumptions, and its status has been verified, we will refund the amount of the order by bank transfer.

b) Withdrawal of the purchase:

Withdrawal is the power of a consumer to return a good purchased to the store within a legal period, without having to claim or give any explanation in this regard or suffer a penalty.

According to Law 3/2014, of March 27, which modifies the consolidated text of the General Law for the Defense of Consumers and Users, they are considered Exceptions to the Right of Withdrawal under Art 102 of the cited law, the following assumption, so the right to return does not apply:

"Products ordered remotely that are made to measure or with some personalization mark according to customer specifications: clothing, items personalized with names, photographs or any type of message, etc., or that are likely to be copied (books, music, video games, etc.)"

In the case of products offered by Baluka Pets that are personalized, the right of withdrawal of purchase is not allowed, therefore, returns are not allowed.

In the case of non-personalized products, the company will respect the period of time published on the website at the time of purchase, which may vary depending on the promotion in force on the date and may reach 30 or 60 days, but which will never be less than 14 days and the customer may request a refund of the amount paid at the time for the product and shipping

Once it has been verified that the product has arrived in the appropriate packaging, in perfect condition and with no obvious sign of excessive use, the amount paid for the product and shipping (if there is a charge) will be refunded, less the corresponding amount to the transport of the return shipment, which will always be borne by the customer as well as any cost of those provided for in articles 107.2 and 108, in accordance with the provisions of BOE-A-2014-3329

How to return products in accepted cases:

To return a product in the cases provided for and accepted by this withdrawal policy, the following instructions must be followed:

  • Returns freight collect will not be accepted.
  • You must have notified of your desire to withdraw and have obtained the corresponding authorization before making the shipment.
  • A link to the returns portal will be provided to the customer to self-manage the return.
  • You must introduce the product(s) in a properly packed package. The return address appears in the downloaded document.
  • You must take the package (with the attached withdrawal form) to a courier office that will be indicated by
  • You must request proof of shipment from the courier company.
  • You must keep the receipt until you receive the requested refund.

In case of repeated returns or claims for poor condition or defective product by the same customer, reserves the right not to make new shipments to the customer. will proceed to the refund in the form of payment that the client has used when placing the order, and said refund will be subject to the right of to retain amounts for returned products that show damage. We will refund the amount paid for the returned product(s) less shipping costs (if applicable).


We inform you that the European Commission has created the first European platform for the resolution of conflicts in online commerce protected by the latest consumer law. In this sense, as managers of an online sales platform, we have the duty to inform our customers about the existence of an online platform for alternative dispute resolution.

To use the dispute resolution platform, the customer must use the following link: