Return & Refund Policy

Last updated: October 12, 2026

At Poptop Pets, your satisfaction and your pet's comfort are important to us. We are committed to providing quality products and a clear, transparent shopping experience.

30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be in the same condition in which you received it, unused, clean, free from pet hair, odors, stains, or damage, and in its original packaging. You must also provide a receipt or proof of purchase.

To start a return, contact us at poptoppets@use.startmail.com with your order number and the reason for your request.

If your return is accepted, we will provide instructions on how and where to send your package.

Return Address:

Poptop Pets – Returns Department
Passatge Vilaseca, 11
Cubelles, Barcelona
Spain

Please note that returns must be authorized before shipping. Items sent back without first requesting a return may not be accepted.

You can always contact us at poptoppets@use.startmail.com for any return-related questions.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery and contact us as soon as possible if your item is defective, damaged, or incorrect.

To help us resolve the issue quickly, please provide:

• Your order number.

• A description of the issue.

• Clear photographs of the product and packaging.

If the issue is confirmed, we will offer an appropriate solution, including a replacement or refund, at no additional cost to you.

Exceptions and Non-Returnable Items

For hygiene and pet safety reasons, items that have been used, heavily soiled, contaminated with pet hair or odors, or damaged after delivery cannot be returned under our voluntary return policy.

We also cannot accept returns of gift cards or personalized products unless required by applicable law.

Items purchased during promotional sales are eligible for returns under the same 30-day return policy, provided they meet the eligibility conditions.

These exceptions do not limit any rights you may have regarding defective, damaged, or incorrectly supplied products.

Return Shipping Costs

For returns due to a change of mind or personal preference, customers are responsible for return shipping costs.

If you receive a defective, damaged, or incorrect item, Poptop Pets will cover reasonable return shipping costs where a return is required, or provide another appropriate resolution.

We recommend using a trackable shipping service for returns.

Original shipping costs are generally non-refundable unless the return is due to our error or applicable law requires otherwise.

International return shipping may involve additional costs. Customers should review applicable shipping charges before sending their return.

Exchanges

If you would like to exchange an item, please contact us at poptoppets@use.startmail.com.

The fastest way to receive a different product is to return the original item and place a new order once the return has been accepted.

Order Cancellations

If you wish to cancel your order, contact us as soon as possible.

We will do our best to accommodate cancellation requests before your order has been processed or shipped.

Once an order has been dispatched, cancellation may no longer be possible. However, you can request a return after delivery in accordance with our 30-day return policy.

European Union 14-Day Right of Withdrawal

If your order is covered by European Union consumer protection laws, you generally have the right to withdraw from an eligible distance purchase within 14 days of receiving the goods, without providing a reason.

To exercise this right, contact us at poptoppets@use.startmail.com before the withdrawal period expires.

You must then return the goods within 14 days of notifying us of your decision to withdraw.

You may inspect the product as reasonably necessary to establish its nature, characteristics, and functioning. You may be responsible for any diminished value resulting from handling beyond what is necessary.

For eligible withdrawals, we will refund the payments required by applicable law, including standard outbound delivery charges where applicable. We may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first.

Customers are responsible for direct return shipping costs for change-of-mind withdrawals where legally permitted and properly disclosed.

Your statutory consumer rights remain unaffected by our voluntary 30-day return policy.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be automatically issued to your original payment method within 10 business days, subject to any shorter deadlines required by applicable law.

Please note that your bank or payment provider may require additional processing time before the refund appears in your account.

If more than 15 business days have passed since your refund was approved, please contact us at poptoppets@use.startmail.com.

Contact Information

For questions about returns, refunds, exchanges, or damaged products, please contact our customer support team.

Poptop Pets

Email: poptoppets@use.startmail.com

Website: https://poptoppets.com

Return Address:
Passatge Vilaseca, 11
Cubelles, Barcelona
Spain