Refund policy

Exchanges and returns

Yes, we know… choosing a size can be a pain. If you're unsure which one is right for your dog, email us at support@bdebruno.es and we'll help you get it right first time 😊.

If you've already placed your order and something doesn't fit, don't worry: there's a solution.

Here's how to arrange your exchange or return in 3 simple steps:

1) Log in to your customer profile

• Go to My account (the person icon, top right) using the email address from your purchase.

2) Request the return of the product

Once you request it, you'll receive an email with a simple form so you can give us the details we need to process the exchange or return, and choose how to send the product back to us:

• Drop-off at an MRW point (we'll send you the label/code).

• Home collection (you choose the day and time).

• Send it yourself (if you choose this option, we cannot be held responsible if it gets lost or arrives damaged).

Note: MRW charges us the same whether we collect from your home or you take it to a drop-off point. That's why the cost is the same for both options.

3) We take care of the rest

• We confirm by email and arrange everything with MRW.

• Exchanges: we send you the new size/product once we've received and checked the item.

• Returns: we issue the refund once we've received and checked the item.

• Faulty/incorrect items: we'll ask you for photos and sort it out free of charge and as a priority.

______________________________________

Shipping costs

• Faulty or incorrect item: €0 (we take care of everything).

• Return: €4 per shipment (collection or MRW point, it's the same).

• Exchange: €3 per shipment (€3 for the collection + €3 for the new product).

For returns, shipping costs will be deducted from the refund. For exchanges, any adjustment to the amount will be updated once we receive the form and you'll be notified by email.

______________________________________

Conditions

• Items must arrive new, unused and in their original packaging.

• Outlet: not eligible for a refund, but we'll issue a voucher for the amount to spend in the store.

• Personalised items: cannot be returned.

• We do not accept parcels sent carriage forward (cash on delivery).

• Deadline: 15 calendar days from delivery.

• If you send it yourself, we recommend writing your order number on the parcel and using a tracked service.

______________________________________

Refunds

• Always to the same payment method.

• Once the return is approved, we issue the refund within 72 hours at most (your bank may take a little longer to show it, depending on the payment method used at the time of purchase).

• The original shipping costs of the order are not refunded.

• If the reason is a defect or a mistake on our part, you don't pay for shipping and you can choose a replacement, an exchange or a refund.

______________________________________

Faulty or incorrect product

Let us know in the form (and attach photos). Zero cost, top priority.

______________________________________

When we can't accept a return

To protect the whole BDEBRUNO community, we may refuse returns if:

• they arrive after the deadline or without meeting the minimum conditions (use, missing packaging, tampering),

• there are signs of misuse or abuse of the policy,

• there is evidence of a purpose other than normal use (analysis, copying or testing for commercial/competitive purposes).

In these cases, no refund will be given unless there is a manufacturing defect.

______________________________________

Need help?

We're here 👋 support@bdebruno.es (please include your order number).

We'll guide you through it so it's quick and hassle-free.