Shipping, exchanges and returns | NewPet

Shipments

All orders for mainland Portugal, with a value greater than 49€ are free shipping.
For orders sent to mainland Spain, we offer free shipping for amounts over 59€.

After confirming the payment of the order, we start to prepare your order. We undertake to ship within 48 hours,
most orders are shipped the same day.

If there is a problem with the stock of a purchased product, we will contact you to resolve it in the best way.

After we send the order, tracking is sent by email and the carrier that will deliver it.

All carrier information and delivery times can be consulted here .

 

 

Exchanges and Returns

To exchange or return any product, you must always contact us as soon as possible.

Ideally, as soon as you receive the order, you should confirm that all the products are in good condition.
If there is a problem, it must be reported within 48 hours.


If any product received has a problem, we will collect the damaged product and send a new one, obviously at no additional cost to the customer.

If you just want to return a product, you can do so within 14 days of receiving the order and the product must always be in its original packaging so that it can be sold again.
The product can be sent back in 2 ways:

  • you can do it on your own, sending it through a carrier of your choice.
    In this case, after receiving the product and verifying that it is in conditions to be sold, the value of the product will be refunded.
  • if you prefer that we collect the product, after we receive the product and verify that it is in conditions to be marketed, part of the value of the product will be refunded, deducting the value of the collection.

If, with the return of the product, the total order is below €49, the value of shipping costs will also be deducted from the returned value.

 

The amount to be refunded to the customer can be returned in several ways:

  • by reversal , if possible in the payment method used in the order,
  • by bank transfer , having the customer indicate us his IBAN,
  • in store credit , this amount being automatically deducted from the next order. The credit history of each customer is available in the Customer Area .


Any of these situations should be reported, ideally, through a Support Request in the Customer Area , indicating the order number.
If you prefer another means of contact, we are also available by phone , WhatsApp , email or form .