Return & Refund Policy
What happens if something goes wrong, and our commitment to take any dog back.
Last updated: August 15, 2026
The commitment that matters most: we will take back any dog we have bred, at any point in its life, for any reason. A dog from this programme should never end up in a shelter. That stands whether or not any refund is due.
Your rights come first
This policy describes what we offer. It sits on top of Spanish consumer law and never in place of it. As a consumer you keep the conformity rights in Real Decreto Legislativo 1/2007, and the action for hidden defects in the sale of animals under articles 1484 to 1499 of the Código Civil — which sets a short period, so if something is wrong, tell us and your vet straight away rather than waiting.
If anything below appears to give you less than the law does, the law wins.
The deposit
- A deposit takes a puppy off the market and turns other families away, so it is paid as arras under article 1454 of the Código Civil rather than as a part-payment you can simply reclaim.
- It is transferable to another available puppy from us within twelve months.
- If we cancel — for a health concern, or because a puppy is not thriving — the deposit is refunded in full, promptly.
- It is credited against the purchase price when the sale completes.
The 72-hour health window
Have your puppy examined by a veterinarian within three days of collection. If that examination finds a pre-existing condition that materially affects the puppy’s health, contact us immediately with the written report.
Where the condition is confirmed, you may return the puppy for a full refund, or keep the puppy and agree a contribution towards treatment with us. Return transport in that situation is at our cost.
After the first 72 hours
The written health guarantee takes over and runs for one year from collection against life-threatening congenital and hereditary defects. Its terms, and what you have to do to keep it valid, are on the health guarantee page.
Buying at a distance
Most of our sales are concluded in person, when you come to meet the puppy — the withdrawal right for distance contracts does not apply to those.
Where a sale is concluded entirely at a distance, the TRLGDCU withdrawal regime applies and we will honour it. In practice we would always rather you met the puppy first, and we will say so.
Change of mind
Once a puppy has gone home following an in-person sale, we do not offer refunds for change of mind, changed circumstances, allergies, or the dog not matching an expectation about temperament, size or adult coat colour. A puppy is not a purchase you can simply undo, and we will not pretend otherwise.
We would far rather prevent this than adjudicate it. Ask us everything before you commit, and if we think a Frenchie is the wrong dog for your situation we will say so.
Returning a dog to us
Whatever the circumstances, contact us first. We will arrange to take the dog back and, where appropriate, rehome them ourselves. You are responsible for return transport costs unless the return falls under the 72-hour window, the health guarantee, or a statutory remedy.
What we do not refund
- Transport and delivery fees once travel has been booked.
- Conditions arising from injury, neglect, an inappropriate environment, or from failing to follow reasonable breed-specific care — in particular heatstroke, water-related injury and obesity-related conditions.
- Common, treatable conditions such as parasites, coccidia, giardia or kennel cough.
- Cosmetic outcomes: adult size, adult coat colour, markings, ear set.
These exclusions apply to what we offer voluntarily. They do not, and cannot, cut down a statutory remedy.
How to make a claim
Email us or call with your puppy’s name and ID, the date of collection, and the veterinarian’s written report. We aim to respond within two working days. info@flaviafrenchies.com · +34 699 863 575
If we cannot resolve a complaint between us, you may take it to the consumer authorities of your comunidad autónoma or to the European Commission’s online dispute resolution platform.