Refund policy
RETURNS AND REFUNDS POLICY
Last updated: July 15, 2026
At Linda & Max Pets we want you and your furry friend to enjoy every purchase with complete peace of mind.
This Returns and Refunds Policy applies to orders placed through our online store and explains the conditions for requesting a return, reporting an issue, or making use of our 90-day Linda & Max Pets Warranty.
We sell internationally. For this reason, this policy applies without prejudice to the mandatory rights consumers may have under the law of their country or territory of residence. Where a mandatory rule grants broader rights than those set out in this policy, that mandatory rule will prevail.
1. 15-DAY COMMERCIAL RETURN
You may request a return due to change of mind within 15 calendar days of the date you received your order.
To meet the deadline, you must send us your request before those 15 days end.
A return request does not imply automatic approval. We will check that the product meets the conditions set out in this policy before authorizing the return shipment, and afterwards, before approving the refund.
Once the 15-day period has elapsed, returns due to change of mind will not be accepted, except where applicable mandatory law recognizes a longer period or the product is covered by a legal or commercial warranty.
2. CONDITIONS FOR COMMERCIAL RETURNS
For a voluntary return due to change of mind to be accepted, the product must:
* Be unused.
* Remain unopened and with its original seals intact, when the product is delivered sealed.
* Be in the same condition in which it was received.
* Retain its tags and original packaging.
* Include all accessories, components, parts, manuals, promotional gifts and documentation supplied.
* Show no dents, scratches, breakage, stains, odors, moisture, dirt, pet hair or signs of tampering or use.
* Be accompanied by the order number or valid proof of purchase.
A commercial return will not be accepted when the item has been opened, used, tried, assembled or handled, unless it arrived incorrect, damaged or defective.
However, this limitation will not apply where it contradicts a mandatory legal right of the consumer. In territories where the law allows the product to be opened or handled to check its nature, characteristics and functioning, the customer may exercise that right within the limits established by such legislation.
Where the law permits, we may reduce the refund to compensate for the decrease in value caused by handling beyond what is necessary to examine the product.
3. HOW TO REQUEST A RETURN
To request a return, you must write to us at:
[lindamaxpets@gmail.com](mailto:lindamaxpets@gmail.com)
Your message must include:
* Full name.
* Order number.
* Product you wish to return.
* Reason for the return.
* Photographs of the product and its packaging.
* Photographs or video of the issue, if the item is damaged, incorrect or defective.
We will review your request and let you know whether it initially meets the return conditions.
Do not send any product before receiving our instructions.
Items sent without prior authorization, to an address other than the one indicated, or without sufficient information to identify the order, may be refused and will not automatically generate a right to a refund.
4. RETURN ADDRESS
We work with different suppliers and international logistics centers. For this reason, the return address will depend on the product, the supplier, the destination country and the location handling the issue.
When a return is appropriate, our customer service team will provide you with:
* The exact return address.
* Packaging instructions.
* The documentation that must accompany the parcel.
* Any reference needed to identify it.
Do not send the product to the address shown on the original package, unless Linda & Max Pets expressly instructs you to do so in writing.
Shipping to an unauthorized address may result in the loss of the parcel or prevent its correct identification.
5. RETURN SHIPPING COSTS FOR CHANGE OF MIND
When the return is due to a change of mind, a purchase made by mistake, or any cause not attributable to Linda & Max Pets, the direct return shipping costs will be borne by the customer.
The customer is responsible for arranging and paying for transport to the authorized address.
We recommend using a shipping service with:
* A tracking number.
* Proof of shipment.
* Insurance appropriate to the value of the product.
Linda & Max Pets will not be responsible for returned parcels that are lost, damaged in transit, or cannot be delivered when shipping has been arranged directly by the customer.
Where applicable law requires Linda & Max Pets to bear certain costs, we will act in accordance with such regulations.
6. ORIGINAL SHIPPING COSTS
Orders may currently benefit from free shipping when this is indicated at checkout. In that case, there will be no shipping amount originally paid by the customer that needs to be refunded.
Where a customer has expressly paid shipping costs, these will not be refundable on a commercial return due to change of mind, unless applicable law provides otherwise.
In territories where it is mandatory to refund the cost of standard shipping when exercising the legal right of withdrawal, the amount required by applicable regulations will be refunded. Additional costs arising from express, premium or other delivery methods, other than the cheapest standard shipping option offered, will not be refunded.
7. INSPECTION OF THE RETURNED PRODUCT
Once we receive the parcel, we will inspect the product to check:
* Its condition.
* The integrity of the packaging.
* The presence of all its components.
* The absence of use or damage.
* Its correspondence with the original order.
* Compliance with the conditions of this policy.
Initial authorization of the return does not constitute final approval of the refund.
If the product does not meet the conditions established, we may, where applicable law permits:
* Refuse the return.
* Apply a proportional reduction of the refund.
* Request additional information.
* Make the product available to the customer so they can arrange collection.
If the return is refused due to non-compliance with this policy, the costs necessary to return the item to the customer again will be borne by the customer, unless legal provisions state otherwise.
8. OPENED, USED OR PET-HAIR-COVERED PRODUCTS
We will not accept as a commercial return products that:
* Have been opened or unsealed.
* Have been used or tried.
* Show pet hair.
* Contain dirt, moisture, stains or odors.
* Show scratches, bite marks, dents or damage.
* Have been assembled or disassembled.
* Do not include all their components.
* Have incomplete or severely damaged original packaging.
These conditions apply to the commercial return offered by Linda & Max Pets and do not limit any mandatory rights the consumer may have.
Where applicable law allows the product to be examined, the customer will be responsible for any depreciation caused by handling or use that exceeds what is reasonably necessary to check its nature, characteristics and functioning.
9. PRODUCTS DAMAGED DURING TRANSPORT
Check your order as soon as you receive it.
If the product arrives damaged, you must contact us as soon as possible and, preferably, within 48 hours of delivery.
You must provide:
* Clear photographs of the outer packaging.
* Photographs of the shipping label.
* Photographs of the product and the damage.
* A video, when necessary to show the problem.
* Order number.
* Description of the issue.
Do not discard the packaging, the product or any of its parts until we have finished reviewing the claim.
The 48-hour window facilitates the investigation with the carrier, but it will not limit the consumer's mandatory rights where applicable law provides otherwise.
If we confirm that the damage occurred before delivery or during transport, we may offer, depending on the circumstances:
* Replacement of the product.
* Shipment of a part or component.
* A repair.
* A partial refund.
* A full refund.
In these cases, Linda & Max Pets will bear the reasonable return costs when it is necessary to return the product and we expressly indicate so.
10. WRONG PRODUCT OR INCOMPLETE ORDER
If you receive a product different from the one purchased, an incorrect variant, or an incomplete order, contact us as soon as possible.
You must send us photographs of the item received, the full contents of the parcel, the packaging and the shipping label.
Once the issue has been verified, we will offer an appropriate solution, which may include:
* Shipment of the correct product.
* Shipment of the missing parts.
* Replacement of the item.
* A partial refund.
* A full refund.
When we request the return of the incorrect item, we will provide the corresponding instructions and bear the reasonable return costs.
11. 90-DAY LINDA & MAX PETS WARRANTY
All our products include a 90-day Linda & Max Pets Commercial Warranty, counted from the date you received your order.
This warranty covers malfunctions or manufacturing defects that:
* Appear within the 90-day period.
* Occur during normal use.
* Are consistent with the product's instructions.
* Can be demonstrated through photographs, videos or other reasonable evidence.
* Have not been caused by the customer, third parties or the pet.
The 90-day commercial warranty is offered in addition to, and does not replace, limit or reduce, any legal warranties the consumer may be entitled to under applicable law.
12. PROCEDURE FOR USING THE 90-DAY WARRANTY
To request assistance under the warranty, write to:
[lindamaxpets@gmail.com](mailto:lindamaxpets@gmail.com)
You must include:
* Full name.
* Order number.
* Approximate date the fault began.
* Explanation of the problem.
* Clear photographs of the product.
* A video showing the fault.
* Any other reasonable evidence we request to diagnose the issue.
We may ask the customer to carry out basic, safe checks, such as verifying power supply, charging, connections, part placement or compliance with the instructions.
We will never ask the customer to perform any dangerous operation, open electrical components, or disassemble the product in a way that could compromise their safety.
If the fault covered by the warranty is reasonably demonstrated, we will offer to ship a replacement product, of the same reference or of equivalent characteristics where the original model is unavailable.
We may request the return of the defective product beforehand. In that case, we will provide the corresponding instructions and, when the defect is covered by the warranty, we will bear the reasonable return costs.
Replacement does not necessarily mean the customer may keep the defective product. It must not be discarded or destroyed until you receive our instructions.
Where a replacement is impossible, disproportionate, or is not the remedy required by applicable law, we may offer another appropriate measure, such as repair, shipment of components, price reduction or refund.
13. EXCLUSIONS FROM THE COMMERCIAL WARRANTY
The 90-day Linda & Max Pets Warranty does not cover:
* Normal wear and tear from use.
* Damage caused by knocks, falls, impacts or accidents.
* Damage caused by water, moisture, heat or exposure to unsuitable conditions, unless the product is expressly designed to withstand them.
* Incorrect, abusive, negligent use or use contrary to the instructions.
* Damage caused by bites, scratches or destructive handling by a pet.
* Damage caused by using incompatible accessories, chargers, batteries or parts.
* Modifications, alterations or repairs carried out by the customer or by unauthorized third parties.
* Cosmetic damage that does not affect functioning.
* Loss of the product or any of its components.
* Faults resulting from lack of maintenance or cleaning.
* Professional, commercial use or use other than the intended household use, unless expressly stated otherwise.
* Damage occurring during transport arranged by the customer.
* Problems that cannot reasonably be verified with the evidence provided.
These exclusions will not affect any mandatory legal rights the consumer may have.
14. PRODUCTS NOT ELIGIBLE FOR COMMERCIAL RETURN
Unless there is a defect, an order error, or a mandatory rule stating otherwise, we do not accept commercial returns of:
* Personalized products or products made to the customer's specifications.
* Sealed products that have been opened and cannot be returned for hygiene or health protection reasons.
* Opened hygiene or personal care products.
* Perishable products.
* Opened food, treats or consumable products.
* Products whose condition deteriorates or expires quickly.
* Gift cards.
* Downloaded digital products or those whose supply began with the customer's consent.
* Items expressly identified as non-returnable before purchase.
* Products used, damaged, incomplete or altered by the customer.
Exceptions to the right of withdrawal will apply only to the extent permitted by the relevant legislation.
15. SALE PRODUCTS
Discounted, promotional products or those purchased using a discount code will be subject to the same general conditions of this policy, unless a different condition is expressly indicated before purchase and that condition is legally valid.
The existence of a sale does not limit the consumer's mandatory rights with respect to defective, damaged or incorrect products.
16. EXCHANGES
We do not carry out direct exchanges for reasons of size, color, model or personal preference.
Where a return is appropriate, the customer must return the product following this policy and place a new order for the desired item.
This rule will not apply where we have shipped an incorrect product or where the appropriate solution is to replace a defective item.
17. REFUNDS
Once we receive the return, we will inspect the product and inform the customer whether the refund has been approved, refused or justifiably reduced.
If approved:
* The refund will be made using the same payment method used for the purchase.
* No refunds will be issued to accounts, cards or persons other than the original buyer, except where legally required.
* We will process the refund without undue delay and within the applicable legal deadline.
* Where no specific legal deadline exists, we will endeavor to process it within 10 business days of approval.
In territories where a maximum period of 14 calendar days applies, we will act within that period. Where the law permits, we may withhold the refund until we have received the product or until the customer provides valid proof of its return, whichever occurs first.
The bank, card issuer, PayPal or other payment provider may need additional time to reflect the amount in the customer's account. This external processing time does not depend on Linda & Max Pets.
If more than 15 business days have passed since we confirmed that the refund was issued, contact us at:
[lindamaxpets@gmail.com](mailto:lindamaxpets@gmail.com)
18. PARTIAL REFUNDS
Where applicable law permits, we may grant a partial refund if:
* The product shows depreciation caused by excessive handling.
* Accessories, parts, manuals or packaging are missing.
* The item has suffered damage that did not exist upon delivery.
* The product cannot be resold in the same condition.
* The customer agrees to keep a product with a minor issue.
* A part or component can be replaced without replacing the entire product.
Any reduction will be determined reasonably and proportionally to the condition of the product and will be communicated to the customer.
19. CANCELLATION OF ORDERS
Orders begin processing shortly after confirmation.
You may request a cancellation by writing to [lindamaxpets@gmail.com](mailto:lindamaxpets@gmail.com), but we cannot guarantee it once the order has been prepared, transmitted to the supplier or handed over to the carrier.
If the order can no longer be cancelled, the customer must wait to receive it and, where appropriate, request a return in accordance with this policy.
20. REFUSED, UNCOLLECTED OR UNDELIVERABLE ORDERS
When an order cannot be delivered for a reason attributable to the customer, such as:
* Incorrect or incomplete address.
* Repeated absence.
* Failure to collect at the indicated point.
* Unjustified refusal of the parcel.
* Failure to pay legally required taxes or duties.
* Lack of cooperation with the carrier or customs authorities.
we may deduct from the refund the actual and reasonable costs incurred for shipping, storage, handling, return or destruction of the parcel, provided applicable law permits this.
Refusing a parcel does not necessarily amount to properly exercising the right of withdrawal. The customer must inform us of their decision following the procedure established in this policy.
21. INCORRECT ADDRESSES
The customer must check that the address provided at checkout is complete and correct.
If you notice an error, contact us immediately. We will try to change the address, but we cannot guarantee this once the order has begun processing.
When a parcel is returned, lost or incorrectly delivered due to an address provided by the customer, reshipment, recovery or return costs will be the customer's responsibility, unless applicable law provides otherwise.
22. CUSTOMS, TAXES AND DUTIES
International orders may be subject to:
* VAT or other local taxes.
* Customs duties.
* Import taxes.
* Customs clearance fees.
* Administrative fees charged by the carrier.
* Other charges required by the destination country.
Unless expressly stated otherwise during the purchase process, these amounts are not included in the price and are the buyer's responsibility.
Linda & Max Pets does not control the decisions of customs authorities and cannot guarantee the amount of such charges.
Taxes, duties and fees paid directly to authorities, carriers or third parties cannot be refunded by Linda & Max Pets. The customer must request any refund directly from the relevant body, where applicable.
23. RIGHT OF WITHDRAWAL IN THE EUROPEAN UNION AND OTHER TERRITORIES
Consumers in the European Union generally have a legal right of withdrawal of at least 14 calendar days on online purchases, subject to the exceptions provided by law.
The 15-day commercial return offered by Linda & Max Pets is intended to extend that period by one day, but it does not modify or restrict the content of mandatory legal rights.
Where the legal right of withdrawal applies:
* The customer may communicate their decision without needing to justify it.
* The customer will bear the direct return costs when they have been informed of this in advance and the law so permits.
* The product may be examined only to the extent necessary to establish its nature, characteristics and functioning.
* The customer will be responsible for any depreciation caused by handling beyond what is necessary.
* The amounts required by the relevant legislation will be refunded.
* We may withhold the refund until we receive the goods or valid proof of their shipment, where the law permits.
Consumers in the United Kingdom and other countries or territories may enjoy similar or additional rights under their local laws.
24. LEGAL WARRANTIES FOR CONSUMERS
The 90-day Linda & Max Pets Warranty is an additional commercial warranty.
It does not replace or limit the legal warranty of conformity to which the consumer is entitled in their country. Depending on the territory, defective products may be protected for a period longer than 90 days.
Where a legal warranty applies, we will offer the remedies required by the relevant regulations, which may include repair, replacement, price reduction or termination of the contract.
Nothing in this policy is intended to exclude any liability or right that cannot legally be excluded.
25. ABUSE, FRAUD OR FALSE INFORMATION
We may refuse fraudulent or abusive requests where there is reasonable evidence of:
* Substitution of the product for a different one.
* Tampering with serial numbers or identifiers.
* Altered documentation or images.
* Damage caused intentionally.
* False statements about the receipt or condition of the order.
* Repeated, abusive use of the returns system.
* Return of a product other than the one purchased.
Taking these measures will not prevent the customer from exercising the legitimate rights to which they are entitled.
26. CUSTOMER RESPONSIBILITY DURING THE RETURN
The customer must pack the product safely and appropriately to prevent damage during transport.
The item must be shipped using, whenever possible, the original protective packaging and an appropriate outer box.
The customer must keep:
* Proof of shipment.
* The tracking number.
* Photographs of the product before sending it.
* Photographs of the sealed packaging.
When the return shipment is arranged by the customer, the risk to the parcel will remain with the customer until it is delivered to the authorized address, to the extent permitted by applicable law.
27. CHANGES TO THIS POLICY
We may update this Returns and Refunds Policy to reflect changes in our processes, services, suppliers or legal requirements.
The version applicable to each order will generally be the one published in the store at the time of purchase, unless a subsequent change is legally required or more favorable to the consumer.
The date of the last update will appear at the beginning of the document.
28. CONTACT
To request a return, report a defective product, or make any inquiry related to this policy, you can contact us at:
Linda & Max Pets
Email: [lindamaxpets@gmail.com](mailto:lindamaxpets@gmail.com)
Our team will review each request individually and try to offer a fair, clear solution in accordance with applicable law.