Return and Refund Policy

1. Conditions for Returns

At Felcan we want to guarantee your satisfaction with our products. If you need to make a return, please take into account the following conditions:

• You can request the return of a product within the following timeframes 5 working days following the date of delivery.
• The product must be unusedin its original packaging and with all its labels.
• Product returns are not accepted on promotion or with discount.
• The customer must bear the cost of return shipping, except in cases of shipping error or defective product.

2. Return Process

To initiate a return, follow these steps:

1. Contact our customer service by email or WhatsApp indicating:
   • Full name
   • Order number
   • Reason for return
2. Send the product to the address provided by our team.
3. Once we receive the product, we will verify its status. The validation process can take up to 3 working days.
4. If the return is approved, you can opt for:
   • Exchange for another product (subject to availability)
   • Refund of money (see details below)

3. Refunds

• If the payment was made by bank transfer or PSEthe reimbursement will be made by the same means within a term of 10 working days.
• If the purchase was made with credit cardthe reimbursement will be made according to the times established by the financial institution (approximately 15 working days).
• In the event that the return does not comply with our policies, you will be notified and the product will be reshipped to the original address.

4. Right of Withdrawal

If you made a purchase through our online store, you have the right to retract your purchase within the following time limits 5 working days following the delivery of the product, according to current regulations. To exercise this right:

1. Notify us of your decision through our customer service channels.
2. Returns the product in the same conditions in which it was received.
3. Once received and validated, we will proceed with the reimbursement within a period of maximum 30 calendar days.

5. Warranties

Our products are guaranteed against manufacturing defects. If you detect a problem with your product:

• Contact us with evidence (photos or video of the defect).
• We will evaluate the case and, if applicable, proceed with the repair, replacement or refund.

Note: No warranties apply for normal wear and tear, improper use or damage caused by the user or pet.

For more information, please contact our customer service.