Returns, refunds, exchange

We've got you covered. 

We are sure that your pet will demand (!) to keep that dog shampoo or that amazing wound care ointment for it's skin, that you purchased from However, you can still return eligible products. Please see our returns, refunds, exchanges policy for more details.

Damages and issues
Please inspect your order upon reception and contact us immediately  if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Order Cancellation / returns

We have a 14-day return policy, which means you have the right to cancel or return your order within 14 days, for any reason and without a justification. However, to be eligible for a return, your item(s) must be in the same condition that you received it, unused or sealed, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at informing us of your wish to return the item(s). It is suggested - although not mandatory - to do so by using the following format/providing the following info,  for efficient facilitation of the process:

(Your) Name/Surname, Order No, (Your) Address

Text: I would like to withdraw from the purchase contract of the item(s) (please specify the items you purchased) - which were ordered on the date ... / ... / ... and received on the date ... / ... / ... I confirm that the item(s) is/are in the conditions specified as eligible for return (e.g. sealed, unused, etc.). I, therefore, would like to return the item(s)

If your return request is accepted (i.e. if above mentioned conditions are met), we’ll inform you accordingly. Items sent back to us without first requesting a return and stating withdrawal wish will not be accepted.

Please note that returns will need to be sent to the following address: 

HUGALIA, Agias Varvaras 4, Argiroupoli, PC 16452, Athens, Greece

Please note that, in all cases of pre-accepted returns, the customer (you) remain responsible to bear the costs applied (i.e.: delivery costs of the item(s) back to our warehouse). 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalized items), opened (unsealed) products, personal care goods. Please get in touch if you have questions or concerns about your specific item. We cannot accept returns on sale items. 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please note that, similar to the case of returns, the customer (you) remain responsible to bear the costs applied (i.e.: delivery costs of the item(s) back to our warehouse) also when an exchange is required. Additionally, in such (exchange) cases, delivery costs for the new items will be applied as normal.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 14 business days have passed since we’ve approved your return and you are not yet refunded, please contact us at

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