Refund policy

Shipping, Returns and Refund Policy

📌 This policy applies exclusively to purchases made through our online shop by private consumers (not professionals).
For professional (B2B) purchases, we have a specific catalogue and conditions managed through other channels.

📦 Shipping

Orders are prepared and shipped as soon as possible, taking into account the nature of the products, especially in the case of live animals.

🔄 Returns and right of withdrawal

Non-perishable products (accessories, equipment, etc.)

In accordance with European legislation, you have 14 calendar days from receipt of your order to exercise your right of withdrawal. To do so, the product must be unused, in perfect condition and in its original packaging. Return shipping costs are paid by the customer, unless there was an error on Scale Area's part or the product is defective.

To request a return, write to info@scalearea.com or WhatsApp +34 622 739 200 stating your order number.

Once we have received and inspected the return, we will let you know whether it has been approved. If so, the refund will be issued to the original payment method within 3 to 10 working days.

Specific conditions:

  • Products must be unused, undamaged and in their original packaging in good condition.

  • Proof of purchase must be included.

  • If the return is not due to an error or defect, shipping costs will be deducted from the refund:

    • €9.95 for returns from mainland Spain, provided the parcel does not exceed 10 kg or 151 cm (height + width + length).

    • For bulky products or returns from outside mainland Spain, please contact us first.

🐜 Live invertebrates

For animal welfare reasons, live invertebrates cannot be returned.

However, all our shipments include a guarantee of arrival in good condition.

First delivery attempt: we guarantee that live animals arrive in good condition provided the customer is available at the first delivery attempt. We are not responsible if the parcel is not collected on that occasion.

To report an issue:

  1. Record a video of yourself unpacking the order within the first 24 hours after receiving it.

  2. Send it to info@scalearea.com or via WhatsApp to +34 622 739 200.

Once the problem has been verified, we will resend the order or issue a partial/full refund, as appropriate.

💳 Late or missing refunds

If you have not received your refund yet:

  1. Check your bank account.

  2. Contact your bank or credit card company.

  3. Wait a few working days, as some banks take time to process refunds.

If you still have not received it after these steps, contact us at info@scalearea.com or WhatsApp +34 622 739 200.

🔁 Exchanges

We only replace items if they are defective or damaged.
To request an exchange for the same item, contact us by email or WhatsApp.

📮 Recommendations for returns

If you are returning an item worth more than €50, we recommend using a shipping service with insurance. We cannot refund a parcel that is lost in transit.