Refund policy

RETURN AND CANCELLATION POLICY

You have the right to withdraw from this contract within 14 calendar days without giving any reason.

The withdrawal period will expire 14 calendar days from the day you or a third party indicated by you, other than the carrier, acquired the material possession of the goods.

To exercise the right of withdrawal, you must notify us at:

DOS AND ONE TRILOGIC, SL
Baluka Mascotas
Av. de Cabrera, 36 PB - Torre d'Ara
08302 Mataró (Barcelona)
Telf.: +34605222111
hola@baluka.es

your decision to withdraw from the contract by means of an unequivocal statement (for example, a letter sent by post, fax or e-mail).

You may use the model withdrawal form below, although its use is not mandatory.

Cancellation form

In order to meet the withdrawal deadline, it is sufficient that the communication concerning your exercise of this right is sent before the expiry of the withdrawal period..

Consequences of withdrawal

In case of withdrawal on your part, we will refund all payments received from you, including the costs of delivery (with the exception of the additional costs resulting from your choice of a mode of delivery other than the least expensive mode of ordinary delivery offered by us) without undue delay and, in any case, no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract. We will proceed to effect such reimbursement using the same means of payment used by you for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any costs as a result of the reimbursement.

We may withhold reimbursement until we have received the goods, or until you have provided proof of return of the goods, whichever condition is met first.

You must return or hand over the goods directly to uswithout undue delay and in any event not later than 14 calendar days from the date on which you communicate your decision to withdraw from the contract to us. The deadline shall be deemed to have been met if you return the goods before the end of this period.

You must bear the direct cost of returning the goods.

This cost is estimated to amount to approx.12 euros maximum.

You shall only be liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exceptions to the right of withdrawal

The right of withdrawal shall not apply to contracts relating to:

  • The supply of goods made to the specifications of the consumer and user or clearly personalized.

  • The supply of goods likely to deteriorate or expire rapidly.

ANNEX TO THE RETURN POLICY

Return Policy for Personalized Products

At Baluka, we strive to offer the highest quality products, fully customized to meet your pet's unique needs. We understand that, on occasion, the need to return a product may arise. However, due to the customized nature of our items, our return policy has some special considerations.

Right of Withdrawal:
For customized products, under current regulations, we are not bound by the traditional right of withdrawal. This means that products cannot be returned simply because the customer changes their mind.

Exceptions with Express Approval:
Despite this, at Baluka we want to ensure that you are completely satisfied with your purchase. Therefore, in exceptional cases, and with our express approval, we offer the possibility to return the customized product under the following conditions:

1. Return Cost: If you decide to return your customized product, a fee of 30€ will be deducted from your refund. This amount helps to cover shipping costs and the labor required to modify the product (such as unpicking and replacing the front piece with another name).

2. Product Condition: The product must be returned in the same condition in which it was received, with no signs of use or damage.

3. Approval Process: All return requests require our express approval. To initiate a return, please contact us via email at hola@baluka.es or call us at 605222111. We will evaluate your case individually and inform you of the viability of the return.

At Baluka, we are dedicated to providing you with quality products and exceptional customer service. While custom products are generally not eligible for return, we understand that every situation is unique and we are here to help you through the process.

For more information or if you have any questions, please feel free to contact us.