REFUND AND RETURN POLICY – GOTALY

Last updated: October 24, 2026

At Gotaly, we want our customers to have a positive shopping experience. This Refund and Return Policy explains how to request a return, exchange, or refund for purchases made through our website, https://zirelovar.store.

This policy applies to physical products sold by Gotaly, including pet products, and should be read together with our Terms of Service and Shipping Policy.

Nothing in this policy excludes, restricts, or replaces any mandatory consumer rights or legal remedies available under applicable law.

1. Return Request Period

Gotaly offers a 90-calendar-day return request period for eligible purchases, subject to the conditions described in this policy and any mandatory legal requirements.

The 90-day period is a voluntary store policy and does not replace or limit any statutory withdrawal, return, warranty, refund, or other consumer rights that may apply to your purchase.

To request a return, please contact us within the applicable period at:

Email: novabuitrago@gmail.com

Please include your order number, the product you wish to return, and the reason for your request.

We will review your request and provide instructions regarding the next steps.

2. Eligibility for Voluntary Returns

For a voluntary return, such as when a customer changes their mind, the product should generally be:

• Unused and in its original condition.

• Returned with its original packaging, accessories, and included components, where reasonably applicable.

• Accompanied by proof of purchase or sufficient order information.

These conditions apply where appropriate and to the extent permitted by applicable law.

If a product is defective, damaged, incorrect, or does not conform to its description, different rules may apply. Such cases will be handled in accordance with the applicable legal warranty, consumer protection requirements, and other mandatory rights.

Please contact us before sending a product back. Returns sent without prior instructions may take longer to identify and process.

3. Products That Are Damaged, Defective, or Incorrect

If your order arrives damaged, defective, incomplete, or different from the product you purchased, please contact us as soon as reasonably possible at novabuitrago@gmail.com.

To help us assess the issue, please provide:

• Your order number.

• A description of the problem.

• Clear photographs of the product and its packaging, where reasonably available.

• Any other information reasonably necessary to identify the issue.

Gotaly will review the information and determine the appropriate next steps under the circumstances and applicable law.

Depending on the case and the applicable legal requirements, the available remedy may include a replacement, repair, refund, return, or another legally required solution.

For products confirmed to be defective, damaged, or incorrect due to an issue attributable to the order or fulfillment, Gotaly will cover applicable return shipping costs where required by law or agreed as part of the resolution.

Photographs may help us investigate a claim, but they will not be used to deny a mandatory legal right where other evidence or procedures are required by law.

4. Return Shipping Costs

Voluntary returns

For eligible voluntary returns, including cases where a customer changes their mind, the customer may be responsible for return shipping costs, where permitted by applicable law and where this condition has been properly disclosed.

Please contact us before arranging a return so we can explain the applicable procedure and any known costs.

Defective, damaged, or incorrect products

If a product is confirmed to be defective, damaged, or incorrect in a way attributable to Gotaly or its fulfillment process, Gotaly will cover the applicable return shipping costs where required by law or agreed as part of the resolution.

Customers should contact us before paying for return shipping so that we can provide appropriate instructions.

Nothing in this section limits any mandatory consumer rights concerning shipping costs or remedies.

5. International Returns

Gotaly serves customers internationally and may fulfill orders from different warehouses.

Return procedures and shipping arrangements may vary depending on the original shipment, the customer’s country, the product, and the applicable fulfillment provider.

Before returning an international order, please contact us at novabuitrago@gmail.com for instructions.

Customers should not send products to a warehouse address obtained independently or assume that the original shipping address is the correct return address.

Any applicable customs requirements, import restrictions, return shipping charges, or other international return conditions will be handled in accordance with the circumstances and applicable law.

Gotaly will not use international shipping requirements to exclude or restrict mandatory consumer rights.

6. Refund Eligibility and Approval

Once we receive and review a return request, we will inform the customer of the applicable next steps.

Where a product must be returned for inspection, we may need to receive and assess it before determining the appropriate resolution, subject to applicable law.

For voluntary returns, the product’s condition and compliance with the applicable return conditions may be considered.

For defective, damaged, incorrect, or non-conforming products, the claim will be assessed in accordance with the applicable legal warranty and consumer protection rules.

Approval of a voluntary return does not replace or restrict any mandatory legal remedy to which the customer may be entitled.

If a return or refund request cannot be approved, Gotaly will communicate the reason, subject to applicable legal requirements.

7. Refund Method

Approved refunds will generally be issued through the original payment method where available and legally appropriate.

If the original method is unavailable or cannot reasonably be used, an alternative method may be arranged with the customer, subject to applicable law and the payment provider’s requirements.

Gotaly will not require a customer to accept store credit or a voucher in place of a monetary refund where applicable law entitles the customer to a monetary refund.

Any legally required refund will be handled in accordance with the applicable legal deadlines and procedures.

8. Refund Processing Time

For approved refunds, Gotaly aims to initiate processing within 5–10 business days after approval, subject to the nature of the case and any applicable legal deadline.

This is a target processing period, not a guarantee of the time required for the funds to appear in the customer’s account.

After the refund has been initiated, the payment provider or financial institution may require additional time to complete the transaction.

Where applicable law requires a shorter deadline or a different procedure, the mandatory legal requirement will prevail.

9. Cancellations Before Shipment

If you wish to cancel an order, contact us as soon as possible at novabuitrago@gmail.com and include your order number.

You may request cancellation before dispatch. However, we cannot guarantee that a request can be fulfilled once processing has advanced or the order has been shipped.

If cancellation is accepted, any applicable refund will be processed in accordance with this policy and applicable law.

This operational procedure does not override any statutory cancellation or withdrawal rights that may apply, including rights that may be exercised after shipment where legally permitted.

10. Exceptions and Products With Special Conditions

Certain products may be subject to specific return restrictions or exceptions where permitted by applicable law.

For example, hygiene or health-related exceptions may apply to particular products under certain legal systems and circumstances.

Such exceptions will be applied only where legally permitted and where the relevant conditions are satisfied.

Gotaly will not treat all pet products as automatically non-returnable simply because they are intended for animals. Any restriction must be assessed according to the product type, condition, applicable law, and relevant consumer rights.

Defective, damaged, incorrect, or non-conforming products will be handled in accordance with the legal protections that apply.

11. Legal Warranties and Consumer Rights

This policy does not replace any legal warranty, statutory right of withdrawal, right to a refund, or other consumer protection measure that applies to a purchase.

For transactions governed by Colombian law, applicable consumer protection rules may include rights relating to product quality and conformity, legal warranties, the right of withdrawal where available, and reversal of payment where statutory requirements are met.

Other countries may provide additional or different mandatory protections for international purchases.

If this policy conflicts with a mandatory consumer protection rule applicable to a transaction, the mandatory rule will prevail.

12. How to Contact Us

For return, refund, or product-related inquiries, contact:

Store: Gotaly
Website: https://zirelovar.store
Email: novabuitrago@gmail.com
Legal owner: Diego Fernando Nova
Business location: Tunja, Boyacá, Colombia

Please include your order number and a clear description of your request so we can assist you.

13. Changes to This Policy

Gotaly may update this Refund and Return Policy to reflect changes in its operations, products, fulfillment arrangements, or legal obligations.

The current version will be published on our website with the applicable revision date.

Updates will not remove rights or override obligations that already apply to an existing purchase under applicable law.

Gotaly
Online Store for Pet Products
Tunja, Boyacá, Colombia
https://zirelovar.store