Refund & Return Policy

Refund & Return Policy

Last updated: October 2026

At Regaliso, we want you and your pet to love every product. If something is not right, this policy explains how returns, exchanges, refunds, and cancellations work.

30-Day Return Window

You can return most items within 30 days of the delivery date for a refund or exchange, as long as the item meets the conditions below. This is in addition to your statutory rights as an EU consumer.

Return Conditions

  • The item must be unused, unwashed, and in its original condition and packaging.
  • All tags, labels, and accessories must be included.
  • You must have proof of purchase (your order number or confirmation email).

Items We Cannot Accept Back

For hygiene and safety reasons, the following cannot be returned once opened, used, or if the seal is broken:

  • Grooming and care products that have been opened or used.
  • Items that have been used by or for a pet, or show signs of chewing, wear, or soiling.
  • Personalised or custom-made items.
  • Items returned without their original packaging or in a damaged state.

How to Start a Return

  • Email us at info@regaliso.store or call +351 920 478 433 with your order number and the reason for return.
  • Our team will confirm your request and send you the return instructions and address.
  • Pack the item securely and send it back within 14 days of receiving our confirmation.
  • Please keep your postal receipt or tracking number until your refund is confirmed.

Please do not send items back without contacting us first, as they may not be processed.

Return Shipping Costs

If the item is faulty, damaged, or we sent the wrong product, we will cover the return shipping cost. For returns because you changed your mind, the return shipping cost is paid by the customer.

Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with your order number and clear photos. We will arrange a replacement or a full refund, including the original shipping cost.

Refunds

  • Once we receive and inspect your return, we will email you to confirm.
  • Approved refunds are issued to your original payment method.
  • Refunds are processed within 5–10 business days. Your bank or card provider may need extra time to show it in your account.
  • Original shipping charges are refunded only when the return is due to our error or a faulty product.

Exchanges

If you would like a different size, colour, or product, contact us and we will arrange an exchange, subject to stock availability. If the item is not available, we will offer a refund instead.

Order Cancellations

You can cancel an order before it is dispatched by contacting us as soon as possible. Once an order has shipped, it can no longer be cancelled, but you may return it under this policy once it arrives.

Your Statutory Rights

Nothing in this policy affects your legal rights as a consumer under EU and Portuguese law, including your right of withdrawal for distance purchases and your rights in case of non-conforming goods.

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