Refund policy
Listo, aquí está la política completa y final, lista para pegar en Shopify:
Return & Refund Policy
We want you (and your dog) to be happy with your purchase. If something isn't right, here's how our return process works.
30-Day Return Window
You have 30 days from the date you receive your item to request a return. To be eligible, your item must be unworn, unused, in its original condition, with tags attached, and in its original packaging. Proof of purchase (order number or receipt) is required.
This 30-day window applies to customers worldwide. Customers in the European Union additionally have a statutory 14-day cooling-off right as described below, which applies regardless of this policy.
How to Start a Return
Contact us at lightupwalkies@use.startmail.com with your order number before sending anything back. Items returned without an approved return request will not be accepted.
Once approved, we'll provide instructions on how and where to send your item. Return shipping costs are the customer's responsibility, unless the item arrived defective, damaged, or incorrect — in those cases, we will cover return shipping.
Please note that international return shipping costs can be significant. We recommend contacting us first to confirm whether a return is the best option for your situation.
Return Address
Avenida Rukan 315
Región Metropolitana, Santiago de Chile
9340000, Chile
Damages, Defects & Wrong Items
Please inspect your order as soon as it arrives. If your item is defective, damaged in transit, or incorrect, contact us within 7 days of delivery at lightupwalkies@use.startmail.com with photos of the issue. We will evaluate and offer a replacement, repair, or refund at our discretion.
Non-Returnable Items
The following items cannot be returned or refunded:
- Sale or clearance items
- Gift cards
- Items marked as final sale at checkout
- Items showing signs of use, damage not caused by us, or missing original packaging
Exchanges
We do not process direct exchanges. To exchange an item, please return your original item for a refund and place a new order separately.
European Union: 14-Day Right of Withdrawal
If your order is shipped to the European Union, you have a statutory right to cancel your order within 14 days of receiving it, for any reason, without justification, in accordance with EU Directive 2011/83/EU. To exercise this right, contact us within 14 days of delivery. The item must be returned in the condition described above. This right is in addition to, and does not replace, the 30-day policy described above — whichever gives you more time applies.
International Orders — Customs & Duties
For orders shipped outside our warehouse's country of origin, the customer is responsible for any customs duties, import taxes, or fees imposed by the destination country. These fees are non-refundable, even if the item is returned, as they are collected and retained by the relevant customs authority, not by us.
Refund Processing
Once we receive and inspect your return, we'll notify you of the approval status. Approved refunds are issued to your original payment method within 10 business days of approval. Processing times may vary depending on your bank or card issuer. If more than 15 business days have passed since your return was approved and you haven't received your refund, contact us at lightupwalkies@use.startmail.com.
Limitation of Liability
To the maximum extent permitted by applicable law, our liability for any claim related to your purchase is limited to the amount you paid for the item. We are not liable for indirect, incidental, or consequential damages arising from the use of our products. Nothing in this policy limits any rights you have under mandatory consumer protection laws in your country of residence that cannot be excluded by agreement.
Governing Law
This policy is governed by the laws of Chile, without prejudice to any mandatory consumer protection rights you may have under the laws of your country of residence.
Contact Us
Questions about returns or refunds? Reach us at lightupwalkies@use.startmail.com.