Return Policy

Return Policy

Last updated: 11/06/2026

At WOLEKA we want you to be completely satisfied with your purchase. If your order isn't what you expected, we make it easy. Below we explain your rights, the deadlines and the procedure for returning a product. This Return Policy forms an integral part of our Terms and Conditions.

1. Your return periods

You have two complementary periods:

Period What it is Duration
Right of withdrawal (legal) Your right as a consumer to return without giving any reason 14 calendar days from receipt
WOLEKA Guarantee (commercial) Extended period we offer voluntarily 30 days from receipt

In practice, this means you have 30 days from receiving your order to request a return under the conditions detailed below.

2. Right of withdrawal

In accordance with Spanish Royal Legislative Decree 1/2007 (General Law for the Defence of Consumers and Users), if you act as a consumer you have the right to withdraw from your purchase within 14 calendar days of receiving the product, without having to justify your decision and without penalty.

To exercise it, simply notify us of your decision unequivocally (see section 5). You may use the model withdrawal form at the end of this document, although it is not mandatory.

3. Return conditions

For a return to be accepted, the product must meet the following:

  • Be in good condition, with no signs of use beyond what is necessary to verify its nature and characteristics.
  • Include, as far as possible, its original packaging and labels.
  • For hygiene and health reasons, products that have been in direct and prolonged contact with your pet must be returned clean and in sanitary condition. WOLEKA reserves the right to refuse returns of items showing dirt, damage, odours or defects attributable to improper use.

4. Exceptions

Returns will not be accepted in the following cases:

  • Products returned outside the 30-day period.
  • Products showing damage, stains or wear caused by negligent use or use contrary to their instructions.
  • Personalised or made-to-measure products (if any).
  • Any other case excluded by current consumer regulations.

5. How to request a return

The process is simple:

  1. Write to us at clientes@woleka.com stating your order number and the reason for the return (the reason is optional in the case of withdrawal).
  2. We will reply within a maximum of 24 working hours with the return instructions and the address to send the product to.
  3. Pack the product securely and ship it following the instructions provided.
  4. Once received and verified, we will process your refund.

⚠️ We do not accept returns sent without contacting us first. We need to validate your request in order to assign you the correct address and process the refund.

6. Return costs

Option A — Free return: WOLEKA covers the return shipping costs. We will provide you with a prepaid shipping label or the corresponding method.

7. Refunds

Once the return has been received and verified:

  • We will refund the amount paid using the same payment method you used for the purchase, unless we agree otherwise.
  • The refund will be made within the legally established period after receiving the returned product or proof of its shipment.
  • In the case of withdrawal, the refund will include the price of the product. Return shipping costs will be borne by the customer.
  • The time it takes to appear in your account may depend on your bank or payment provider.

8. Defective products or incorrect orders

If you receive a defective, damaged or different product from the one you ordered, contact us at hola@woleka.com as soon as you notice it, attaching photographs and your order number. In these cases:

  • The return or replacement will be completely free of charge for you.
  • You may choose, as applicable, repair, replacement, price reduction or refund, in accordance with the applicable legal guarantee.

9. Exchanges

If you wish to change the colour or size of your product, write to us at hola@woleka.com. We will manage the exchange subject to stock availability following a procedure similar to that of a return.

10. Customer service

  • Email: hola@woleka.com
  • Hours: Monday to Friday, 9:00–18:00
  • Response time: maximum 24 working hours

Annex — Model withdrawal form

(Only fill in and send this form if you wish to withdraw from the contract. It is not mandatory.)

For the attention of WOLEKA — clientes@woleka.com

I hereby inform you that I withdraw from my contract of sale of the following product:

  • Product: ____________________________
  • Order number: ____________________
  • Order / receipt date: _________
  • Consumer's name: _______________
  • Consumer's address: _____________
  • Date: ________________________________
  • Signature (only if submitted on paper): ___

Document generated as a base template. It must be completed with the data marked in brackets, the return cost option selected, and reviewed before publication.