Refund policy
SHIPPING, RETURNS AND REFUND POLICY
To learn about our production times and shipping schedule, please see the Shipping and Production page .
Food products – Returns
For reasons of hygiene, food safety and the welfare of pets, we do not accept returns of food products once they have been received.
Pre-orders can be cancelled free of charge as long as the order has not yet entered production .
Cases in which we do offer a refund
We guarantee a full refund in the following cases:
- Defective product or damaged during transport.
- Product that does not meet the described specifications.
- Quality or freshness problems at the time of delivery.
- Order error attributable to Woof Natural.
Delicate products (GalleTartas, decorations, special pieces):
All our products leave our artisan workshop in perfect condition. If a delicate product arrives damaged due to shipping, we will offer a full refund , provided clear photographs of the damage are submitted.
Conditions for the claim
- All our products leave our artisan workshop in perfect condition. If a delicate product arrives damaged due to shipping, we will offer a full refund , provided clear photographs of the damage are submitted.
- The issue must be reported within a maximum of 48 hours from receipt of the order.
- It is essential to attach photographs of the product and packaging.
- We are not responsible for damages resulting from improper storage after delivery.
Claims Process:
For any issues, please email us at woof@woofnatural.com with your order number, a description of the problem, and photos. We will process your request within 5 business days .
Refund times:
Once the claim is approved, the refund will be automatically processed to the same payment method used for the purchase. The usual processing time is up to 10 business days , depending on the bank.
Right of withdrawal – European Union
In accordance with European Union regulations, you have a period of 14 calendar days to withdraw from your purchase, provided that the product is not food and is unused, in its original packaging and in perfect condition.
This right does not apply to food products, personalized products or products made to order, in accordance with current legislation.
Quality commitment
All our products are handcrafted, made to order and with carefully selected ingredients, to guarantee maximum quality and freshness.