Customer Center

How can I return an item?

If you want to make a return, just send us an email at [email protected].

One of our team members will explain the steps to follow 😊

👉 Timeframe and conditions

You can return any item within 15 days of receiving it.

The product must be unused, in its original condition, and with its packaging and seals intact.

If you prefer, you can also return the product at any of our Miscota physical stores.

👉 Packaging

Please make sure to:

• Send the product in its original box, properly closed and protected inside another box or bag.

• Avoid the courier placing labels directly on the manufacturer’s packaging.

Any damage or alteration to the product or its original packaging may result in the return being refused.

👉 Exceptions

We do not accept returns of medications or antiparasitic products, unless we made a mistake in the shipment.

In that case, we will collect the incorrect product and send you the correct one at no additional cost.

ℹ️ Important

The return shipping costs are not included, so you can choose whichever shipping company you prefer to send it.

Refunds deadline

The deadline to receive a pending refund is up to 14 days from the cancellation / modification of the order. Considering returned items, please keep in mind that first, our warehouse must check the condition of the product in order to confirm that it is in the same condition in which it was delivered to the customer.

Have you received my returned items?

If we haven’t contact you yet it is because our warehouse hasn’t confirmed your return is already back yo our installations. As soon as it’s verified and checked we will contact you immediately. We will finish the procedure by refunding your money back.

If we have not contacted you yet it is because our warehouse hasn’t confirmed your returned item has arrived at our warehouse. As soon as this is verified and checked, we will contact you. We will finalize this procedure by refunding your money.

How long does it take to process a refund?

Please note that depending on the carrier you chose, the package will take between 5 to 10 days to arrive to our facilities. Once it arrives, it can take up to 10 days to make all of the necessary arrangements, therefore a return can take up to 20 days. Once the refund  is verified, we will notify you of the result and proceed with the corresponding payment.

Please remember that we do not make reposition orders.

We do not do replacement orders

We do not do replacement orders in any case, even if the order suffers from an incident. In this case we will proceed with the complete refund of the amount.

Non-returnable products

The non-returnable products include:

- Alimentary products.
- Costume jewellery for performances.
- Beauty products, cosmetics and hair products without the seal of guarantee.

Warranty procedures

In accordance with current law, all products bought online have the same warranty as any other product purchased as new: 2 years. 

If there is a defect in the factory, it is the responsibility of the manufacturer to repair it, exchange it for the a new yet equal product or return it to you. Usually, the deadlines for processing the guarantee take approximately 30 days.

Contact our Customer Service to process the guarantee.