Returns and Refund Policy
Returns and Refund Policy
At Giganterra.es, we want you to be fully satisfied with your purchase. If for any reason you are not, you may request a return or refund under the following conditions.
Return period
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You have 30 calendar days from the date of delivery to request a return or refund.
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After this period, we cannot offer a full refund or exchange.
Conditions for returned items
To be eligible, your item must:
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Be unused and in the same condition that you received it.
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Be in the original packaging with all accessories included.
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Be accompanied by the order confirmation or receipt.
Non-returnable items
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Perishable goods (such as reptile food or live plants).
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Intimate or sanitary items.
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Gift cards.
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Downloadable products or digital software.
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Hazardous materials, flammable liquids, or gases.
Refunds
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Once we receive and inspect your returned item, we will notify you by email about the approval or rejection of your refund.
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Approved refunds will be processed to your original method of payment within 7–14 business days.
Late or missing refunds
If you haven’t received your refund yet:
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Check your bank account again.
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Contact your credit card company or bank, as it may take additional processing time.
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If you still have not received it, please contact us at [your customer service email].
Exchanges
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We only replace items if they are defective or damaged.
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To request an exchange for the same product, email us at [your email] including your order number.
Sale items
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Only regular priced items may be refunded.
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Sale or clearance items are not refundable, unless defective.
Gifts
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If the item was marked as a gift and shipped directly to you, you will receive a store credit for the value of your return.
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If it was not marked as a gift, the refund will be issued to the original purchaser.
Return shipping
Please send your product to:
📦 [Your return address in Spain, Portugal or UK, depending on your warehouse location]
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Customers are responsible for return shipping costs unless the item is defective or incorrect.
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Shipping costs are non-refundable.
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For high-value items, we recommend using a tracked shipping service or insurance.
Need help?
Contact us at:
✉️ [customer service email]