Refund policy

Payment methods

In the AnimalXop online store you have 100% secure payment methods at your disposal.



Credit Card

Card payment is a fast and secure method. Orders paid by credit card are processed instantly and orders will be moved to PAYMENT ACCEPTED to begin preparing them for shipment.


PayPal

Paying for orders by PayPal does not have any commission, it is a fast and secure payment method. To be able to pay with PayPal you need an account with them.

PayPal payments are processed instantly and orders will go to ACCEPTED PAYMENT to start preparing them for shipment.

In very specific cases, PayPal withholds payments to customers because they randomly review transactions to prevent fraud and malicious use. This review process can take anywhere from 24 to 48 hours. While PayPal performs this review, it is impossible to cancel or modify the order. We will not ship the order until PayPal releases the transaction and the payment is reflected in our account.



Wire transfer

If the bank transfer method is chosen, you will receive our account number and instructions on how to make the payment. Payments by bank transfer are verified the next business day after the order is placed. Orders will not be processed until the full amount is reflected in our account.



Prices

The prices reflected in the AnimalXop online store, specifications, formats, capacities, descriptions and conditions of sale are those in force at the time of purchase.

The prices of the AnimalXop online store will be displayed at all times on each product page and on certain advertising and information banners.

Placing the order by filling in the purchase form implies compliance with the price offered by the customer, and with the general conditions of sale in force at that specific time.

The electronic document in which the order is placed will be filed in PDF format and the user will have access to it in their customer area.



Bills

At any time you can request the invoice of your purchase, in electronic format, and it will be sent to you at no associated cost. You can contact us through our customer service.



Use and application of discount coupons

At AnimalXop specific campaigns and promotions are carried out, and in some cases discount coupons are created that are applied to the shopping cart. Each discount coupon has its own characteristics and conditions of use, which are specified in the terms and conditions of each coupon, as well as on the General Information page. But as a general rule, all AnimalXop coupons share a series of conditions, which are as follows:

  • Each coupon is single-use, personal and non-transferable.
  • They are not combinable with each other and other coupons.
  • Not compatible with other offers and promotions.
  • They are not compatible with promoted products.
  • They are online exclusive, which means that they can only be used on the website AnimalXop.com, physical stores are excluded.
  • Vouchers cannot be redeemed for cash.
  • The company reserves the right to cancel or deny the use of a coupon if it considers a malicious use of the coupon, for which it will exercise the right of cancellation and refund of the order, as well as the suspension of the account.
  • Coupons can be withdrawn and deactivated at any time you value AnimalXop.



First Purchase Coupon



In order to apply the My First Purchase coupon, you must meet the following:

  • Coupon valid for the first order placed in the online store AnimalXop.
  • My First Purchase coupons are not combinable with each other or compatible with other coupons.
  • AnimalXop reserves the right to cancel or void My First Purchase coupons if it detects fraudulent use.



Contact our customer service department for more information.




Intellectual and Industrial Property

All the contents published in the store and especially the designs, texts, graphics, logos, icons, buttons, as well as the software, trade names, trademarks or industrial drawings and any other signs susceptible to industrial and commercial use are subject to the intellectual and industrial property rights of AnimalXop or of third parties who own them and who have duly authorised their inclusion on the website.

Under no circumstances shall it be understood that any licence is granted or that any waiver, transmission, total or partial assignment of said rights is made, nor is any right or expectation of right conferred, and in particular, of alteration, exploitation, reproduction, distribution or public communication of said content without the prior express authorisation of AnimalXop or the corresponding owners.

Therefore, the use of the AnimalXop website for public or commercial purposes is prohibited, so it is not possible to exploit, reproduce, distribute, modify, publicly communicate, transfer, transform or use the content of the website. It is expressly forbidden to introduce hyperlinks for commercial purposes on websites other than AnimalXop, which allow access to our website, without prior consent. In any case, the existence of hyperlinks on websites other than ours does not imply in any case the existence of commercial or commercial relations with the owner of the website where the hyperlink is established, nor the acceptance by AnimalXop of its contents or services.




Shipping, Shipping Costs & Delivery Time

Shipping costs are calculated on the checkout page including taxes. If you believe or are aware that you live in a special area established by GLS, please contact us before placing your order.

Orders placed on business days before 14:00 have the possibility of being prepared and shipped the same day (except for products out of stock). If a customer places several orders on the same day before 14:00, an attempt will be made to consolidate the orders in order to send them together if possible, but there is a possibility that they will be shipped separately.

Delivery times range from 48 to 72 working hours. Although in some specific cases we cannot guarantee delivery times due to external factors, at AnimalXop we try by all means to ensure that the delivery company meets the delivery deadlines as much as possible.

On holidays and weekends, no processing or shipping will be made. Working days are governed by the Labor Calendar of the Province of La Coruña. The delivery of packages to the destination delegation and to the recipient's home will be made within working hours on working days from Monday to Friday, where the public holidays of the locality where the delivery is made will also be taken into account.

The delivery will be made to the address stated in the package by the customer, in case of error in the shipping address provided by the customer, AnimalXop is not responsible for the delay of the delivery on time of the customer.

Deliveries will be made to a private home or to the "goods receipt" department assigned by the customer. Deliveries to PO boxes or similar addresses are excluded.

The shipping company offers up to a maximum of two delivery attempts which will be free of charge. Failure to comply with the delivery deadline will not be considered to be due to the absence of the addressee, change of address, unknown address, lack of name and telephone number of contact in private homes, late deliveries on a second delivery attempt, force majeure or fortuitous event or other non-attributable causes.

The delivery of the shipments will be carried out by obtaining the signature of the recipient or other persons authorized to do so exclusively by the recipient, these being those indicated by the recipient such as relatives, neighbors or a third party.

In the absence of a recipient and after a first delivery attempt, it reserves the right to deliver the shipment to an alternative address provided by the addressee.



Returns due to withdrawal

In the event that you wish to return a product, you must contact us through our customer service channels available on our website, and our Customer Service team will respond to you within 24/48 working hours indicating how you will have to proceed depending on the case.

As this is a distance purchase, the consumer has a period of 14 calendar days from receipt of the product to exercise their right of withdrawal.

It is important that the product retains its original packaging, as well as all its elements and parts, not showing signs or marks of use. If any packaging is missing or shows signs or marks of use, the good will suffer a depreciation. The consumer shall be liable for any diminution in the value of the goods resulting from any manipulation of the goods other than that necessary to establish their nature, characteristics or functioning.

Food and hygiene products cannot be returned for health reasons if they have been unsealed after delivery.

Returns due to withdrawal have return costs that are borne by the customer, assuming the shipping costs to our facilities. The customer can choose the transport company that suits them best.

We will reimburse any payment received from the consumer through the same means of payment used in the purchase, including, where applicable, delivery costs, within 14 calendar days from the date on which we have been informed of the consumer's decision to withdraw. Unless we have offered to collect the goods, we may withhold the refund until we receive them or until the consumer has provided proof of the return of the goods, whichever comes first.



Returning a Wrong or Defective Product

If you have received a wrong or defective product, you must notify us as soon as possible so that we can receive instructions from our staff.

We will send a carrier to pick up the wrong or defective order, once we receive the product and carry out the appropriate checks, we will return it through the same means with which you made the payment for the initial order or make a replacement.

In order for carriers to accept the package, it must be perfectly closed, without anyone being able to access its interior, tamper with or lose its contents.




Guarantee

AnimalXop products are guaranteed against manufacturing defects for three years from the date of delivery. It will be understood to have been made on the day on which the invoice or purchase receipt appears, or on the delivery note if this is later. The consumer may ask the seller to rectify the lack of conformity, reduce the price or terminate the contract. These procedures will be free of charge for the consumer.

The warranty does not cover damage caused by misuse or regular wear and tear of the product.




Communication & Safety

At AnimalXop we take security very seriously, which is why we use secure servers that guarantee the privacy of the data you transmit to us. This privacy is achieved through the SSL protocol, encrypting the data sent using the RSA encryption system, so that no one can appropriate it since it does not have the necessary key. You can check that your browser is secure if the padlock symbol appears and you can also see that the URL varies slightly: it no longer starts with http but with https.