Change & refund policy

Product Warranty

If you discover that the items in your parcel have been damaged, please send an email to us at woof@ficopets.com within 24 hours of receiving the parcel. Include a photograph of the damaged items along with your order number and shipping number. Once we review your submission and confirm the reported damage, we will proceed with either a full refund for the damaged items or, if you prefer, a replacement shipment of the goods, all at no cost to you.

Return of unused products

If you are not satisfied with your purchase, you can return the item within 7 days of receiving it for a refund or exchange. To initiate the process, please email us at woof@ficopets.com with the following information:

– Customer name; 

– Order number; 

– Your banking information (IBAN). 

Fico will process the refund via bank transfer within 7 working days of receiving the returned goods. To be eligible for a refund, items must be returned in original condition, unused, intact, in their original packaging, properly packed, and sent at your expense to the following address: 

13 Gedikli Sk, Apt: 7, Feneryolu Mh, Kadıköy/Istanbul. 

Fico will not issue a refund until the returned items have been inspected. All return shipping costs are the responsibility of the buyer. If you return products or cancel an already paid order, Fico will deduct 15 Turkish Liras from the total refund to cover incurred bank charges.

Replacement of the goods

The purchaser has the right to request a replacement for any goods received if Fico has delivered a product that differs from the one ordered. To initiate a replacement, you must send an email to woof@ficopets.com within 48 hours of receiving the item. Please include the following information:

– Customer name; 

– Name or code number of the incorrect product(s); 

– Name or code number of the product(s) you wish to receive instead. 

Fico will arrange for a courier to collect the incorrect goods at no expense to you and will send the replacement products within 3 working days. Fico will issue a full refund via bank transfer if the requested product is unavailable.

Please note: If the item you received is correct but unsuitable for your pet in terms of measure, size, or format you will be responsible for the shipping costs.

Applicable law and dispute resolution

These Terms & Conditions shall be governed by and construed following the laws of Turkey. Any disputes arising out of or relating to these terms shall be resolved in the courts of Istanbul