Refund policy

You have 30 days from delivery to request a return. This commercial period is in addition to your 14-day legal right of withdrawal under Article L.221-18 of the French Consumer Code. If you added the "90-Day Extended Returns" option, this period is extended to 90 days.

Return conditions

The product must be in its original condition, complete, undamaged and clean.
Normal signs of trying it out (a few hairs, one night of use) do not prevent a refund.
A product that is visibly damaged, torn or irreversibly soiled may only be partially refunded.

How to proceed

Write to hollypaws@outlook.fr with your order number and the reason for the return. We reply within 24 to 48 business hours with the return address and, where applicable, a prepaid label. Do not ship anything before receiving our instructions.

Return costs

Return shipping is covered by Holly Paws for mainland France. For Spain, the United Kingdom and the United States, return costs are borne by the customer, except in the case of a defective product or an error on our part.

Bundles and gifts

"Free (bundle gift)" toys are gifts tied to the purchase of a 2- or 3-bed bundle. If a partial return of the bundle means the condition is no longer met, the bundle discount is recalculated and the value of the gift kept may be deducted from the refund.

Refund

The refund is issued to the original payment method within 14 days of receiving the returned product. You receive a confirmation email as soon as it is issued. The time it takes to appear on your account then depends on your bank (usually 3 to 5 business days).

Damaged products or shipping errors

If you receive a defective product or one different from what you ordered, send us a photo within 14 days of delivery: we will replace it or refund you in full, with return costs at our expense.

Legal guarantees

Independently of this policy, all our products are covered by the legal guarantee of conformity (Articles L.217-3 et seq. of the French Consumer Code) for 2 years from delivery, and by the guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code). These guarantees are free and apply whatever paid option you may have chosen.