Exchanges and Returns

The MAXIMUM return period is 14 calendar days from the date of receipt of the order. Any return arriving at our facilities after this timeframe will not be accepted!

It must be returned in perfect condition, in its original box or packaging, retaining the label and all accessories.

We have extended the deadline for exchanges and returns until January 10th.

Refunds are not accepted during sales, promotions, or Black Friday; a gift voucher will be issued.

At Bassetandhound, your satisfaction is our priority, and we process any return expeditiously. Therefore, it is essential that the returned product be in perfect condition, with its original packaging (if applicable), accessories, and labeling, properly packaged, protected, and free of obvious signs of use. If the above conditions are not met, and if there are stains, odors, evidence of washing, rips, or tears, the return will not be accepted, and therefore, a refund will not be issued.

It is the customer's responsibility to provide appropriate packaging to ensure items arrive at Bassetandhoundmadrid in perfect condition.

IMPORTANT DETAILS:

For everyone's benefit, a record of shipment to our facilities must be kept. Therefore, please follow all the steps correctly, as described below.
Shipping costs for your order are non-refundable.

It is the buyer's responsibility to read the return policy, and by using the website, they are accepting it.

Regarding errors in orders,

If the item you received has any defects or is incorrect, please contact our team IMMEDIATELY by email at info@bassetnadhoundmadrid so we can resolve the situation quickly and effectively . (These cases cannot be answered by email.)
If we receive a return containing the wrong product or one that does not meet the return requirements at our facilities, we will notify the customer so they can collect the item by any means they wish, always at their own expense. Bassetandhoundmadrid will not be responsible for shipping or any additional charges.

WHAT IS THE COST OF THE RETURN?

Every return has a fee, which is charged to the collection cost. This amount will be deducted from the refund (along with any other applicable fees).

AREA	RETURN COST
Spain - Peninsula	6€*

Rest of locations	NO SERVICE (Shipment by the client himself to our facilities)

*Price based on standard measurements and weight. Cost may increase for large orders. Please keep this in mind when preparing your package.

WHAT SHOULD I DO TO MAKE A RETURN?

It's very easy, we'll tell you how:

- Are you in the Peninsula (Spain)? Just follow these steps.

👉‍‍ Manage your return in 3 easy steps .

1. Write an email to info@bassetandhoundmadrid.com

2. Enter your order number ( include the # symbol) (eg. #29000 )). Add your postal code below (the one you entered when you placed your order).

3. Indicate the items you wish to return and send the email. We'll guide you through the next steps.

Remember that returns arriving at our facilities after the 14-calendar-day deadline will be rejected.

- Are you located outside the Spanish Peninsula? (EU) :

For returns to these destinations, you'll need to send the item(s) you wish to return to our main office using your preferred shipping method (it's important to keep a copy of the shipping receipt in case of any issues).

You are responsible for this shipment and only you can ensure its correct delivery!

SHIPPING ADDRESS: ask info@bassetandhoundmadrid.com

WHEN AND HOW WILL I RECEIVE MY REFUND?

Once the collection has been completed and reviewed at our warehouse (this process may take several business days as we review products in order of arrival, please keep this in mind), we will refund the amount of the products (minus the relevant fees) using the same payment method used for the purchase (between 15-20 business days to reflect in your account, depending on the bank). You will receive an email when our company has approved the refund.

Important: If the refund cannot be issued by the same method due to a customer change (e.g., card cancellation, account change, etc.), it will be issued in the form of a purchase voucher.

UNUSUAL PRACTICES:

- ORDER CANCELLATIONS: Due to the increase we've been observing and the associated costs (order processing, cancellation fees, etc.), we are forced to charge a €1.50 fee for order cancellations (equivalent to the bank's administrative costs). Additionally, only orders not yet fulfilled in our logistics department can be canceled. Please keep this in mind.

-Returns for defective items must be reported within 24 hours of receiving the package. These returns will only be issued for the same product (with the same color and size).

We want to offer the best possible experience on our website and with our clothing. If we detect improper use of your purchases and returns, or malicious behavior, such as returns that are more common in a normal purchasing process, bulk purchases for later returns, use of clothing and subsequent return, or intentional alteration of clothing, we will proceed to cancel your customer account. If you believe this has been the case and that we have deactivated your account in error, please contact our customer service team so we can assist you.

You can contact us at info@bassetandhoundmadrid.com. We'll be happy to answer any questions you may have.