Opened and unsealed containers

To guarantee the quality and safety of animal feed products, we recommend keeping the original containers closed, clean and in good condition.

Withdrawal from unsealed products will not be accepted when a legal exception applies, such as certain sealed items that are not suitable for return for health or hygiene reasons.

The mere opening of packaging does not automatically exclude the right of withdrawal for any product.

If the product has a defect or lack of conformity, the warranty rights remain even if it has been opened.

Variations between feed batches

Feed may show small natural variations between production batches.

These differences may slightly affect the color, smell, size or texture of the kibble.

Manufacturers may also make adjustments to formulations or raw materials, always respecting the applicable regulations and the declared product information.

These variations will not be considered a defect on their own if the product meets the advertised characteristics, declared composition and quality and safety requirements.

If you detect mold, abnormal moisture, insects, deterioration, a clearly abnormal smell or any other sign of bad condition, do not use the product and contact us.

Damaged or spoiled products

If you receive a torn bag, a damaged box, a defective product or an item in bad condition, we would appreciate it if you informed us preferably on the same day of receipt.

To streamline the process, we will ask you, if possible:

• Photographs of the external packaging.
• Photographs of the affected product.
• A short video showing the problem.
• Order number.
• Batch number and expiration date, if applicable.

We recommend keeping the packaging and the product until we indicate the steps to follow, provided it is safe.

Immediate communication and the sending of images help us manage the incident more quickly with the manufacturer or carrier.

These are not requirements that eliminate the legally recognized warranty rights.

Did you choose the wrong product?

If you have selected an incorrect reference, variety, size or product, you can request its return within the legal withdrawal period, provided that this right is applicable.

In these cases, the direct return shipping costs will be borne by the buyer, provided that they have been correctly informed before the purchase.

If the error is ours and you have received a product different from the one you purchased, we will manage the incident at no cost to you.

Who bears the costs?

At the buyer's expense:

Direct return costs in cases of voluntary withdrawal, when legally applicable and informed before the purchase.

At Llobets del Pirineu's expense:

• Defective products or products lacking conformity.
• Incorrect items sent due to our error.
• Products damaged during transport.
• Confirmed quality or safety issues.

In these cases, we will apply the solutions corresponding to the warranty regulations, with no costs for the consumer.

If the product was sent directly by a supplier, we will coordinate the incident regardless.

Do you want to cancel an order?

If you want to cancel an order, contact us as soon as possible.

If it has not yet been prepared or shipped, we will try to stop its processing.

If payment has already been processed, the refund will be made in accordance with the withdrawal rights and applicable regulations.

We will not apply penalties or deduct payment processing fees when the consumer has a legal right to a full refund.

If the order has already been shipped, you can exercise the applicable withdrawal rights, subject to the legally provided exceptions and return costs.

When will you receive your money?

In case of withdrawal, we will refund the corresponding amounts within 14 calendar days from the date you communicate your decision.

When permitted by law, we may withhold the refund until we receive the items or proof that they have been returned.

We will also refund the initial standard shipping costs when legally applicable.

We will not be obliged to refund the supplements for a more expensive delivery service expressly chosen by the buyer.

The refund will be made through the same payment system used, except by express agreement without additional costs.

How to request it?

1. Contact us and provide the order number.
2. Briefly explain the request or incident.
3. Attach photographs or videos if they can help assess it.
4. We will provide the return address and the steps to follow.

We recommend confirming the return address before shipping, as we work with various providers.

This recommendation does not condition the exercise of the consumer's legal rights.

Your rights are protected

This policy does not limit the withdrawal rights, legal warranty or claim recognized by the current consumer regulations.

Each incident will be assessed according to the circumstances, the product's characteristics and the applicable legislation.

Owner information

Llobets del Pirineu is an initiative managed by the Associació Planeta Natura.

Associació Planeta Natura
CIF: G10993699
Paseo de la Castellana, 194, Bajo B
Chamartín, 28046 Madrid
Spain

Llobets del Pirineu Customer Service
Telephone and WhatsApp: 689 445 524

Associació Planeta Natura
Telephone: 919 932 026

Email:
hola@llobets.com