Refund policy

Last updated: September 21, 2026

1. Free returns within 14 days
You have 14 calendar days from the day you receive your order to request a return, without giving any reason. If all the conditions of this policy are met, the return is free: we provide a prepaid shipping label.
Returns are not accepted after this period. This does not affect defective or damaged products (section 6).

2. How to request a return

  • Before sending anything, email us at Trottoforpets@gmail.com with your order number and the products you want to return.
  • We will reply with the return authorization, the prepaid label and shipping instructions.
  • You must hand the parcel to the carrier within 14 calendar days of notifying us of your return.
  • The return is only free if you use the label we send you. If you return the parcel yourself or with another carrier, shipping costs are your responsibility and will not be refunded. Cash-on-delivery shipments are not accepted.

3. Condition of the product
To receive a full refund, the product must be returned:

  • Complete: bottle, stopper, silicone bowl, carabiner and rope hand loop, together with everything included in the package.
  • Unused: it must not have been used beyond what is necessary to inspect it (for example, it must not have been filled with water to give a dog a drink or taken on walks).
  • In perfect condition: clean and dry, with no scratches, dents, bite marks, hair or odors.
  • Well protected: preferably in its original packaging and with the same care with which you received it. Damage in transit caused by insufficient packaging is the customer's responsibility.

If the product arrives used, dirty, damaged, incomplete or handled beyond what is necessary to inspect it, we will deduct the loss in value from the refund, which may be up to the full amount if the product can no longer be sold.

4. Bundles and discounts
Bundle discounts apply when buying 2 or 3 units in the same order. If you return only part of a bundle, the discount is recalculated based on the units you keep: we refund what you paid minus the price of those units without the full-bundle discount.
Example: you buy the 3-pack and return 1 unit. You keep 2 units, which are priced at the 2-pack price, so we refund the difference between what you paid and the 2-pack price. If you return 2 units, you keep 1 at the single-bottle price and we refund the difference.

5. Refunds
Once we receive and inspect the product, we will confirm by email whether the refund is full or partial. We may wait until we receive the product before issuing the refund. The amount is returned to the same payment method you used, within a maximum of 14 calendar days. Please note your bank may take a few extra days to process it.
Shipping is free on all our orders, so there are no shipping costs to refund.

6. Defective, damaged or incorrect products
Please check your order as soon as you receive it. If it arrives damaged, defective or is not what you ordered, email us as soon as possible (ideally within 48 hours) at Trottoforpets@gmail.com with your order number and photos or a video of the product and the packaging.
In these cases there is no cost to you: we will send you a new product or refund your money. Normal wear and tear and damage caused by knocks, drops, bites or improper use are not covered. All of this is without prejudice to the legal guarantee you are entitled to under applicable law.

7. Exchanges
We do not offer direct exchanges (for example, of color). If you want a different product, return yours following this policy and place a new order.

8. Not accepted

  • Return requests made more than 14 calendar days after delivery.
  • Products not purchased at trottoforpets.com.

9. Contact
For any question about returns: Trottoforpets@gmail.com · Rambla de Catalunya, 92, 08008 Barcelona, Spain.