Refund policy

RETURN AND REFUND POLICY

Last updated: 13 July 2026

At ROBUST EUROPE, S.L. ("Robust") we want you to be fully satisfied with your purchase. This Return and Refund Policy describes the conditions under which you may return products purchased on robust-europe.com, in accordance with Royal Legislative Decree 1/2007 (Spanish Consumer Protection Act) and EU consumer legislation.

 

1. RETURN PERIOD

You have 30 calendar days from the date of delivery of your order to request a return. This period voluntarily extends the 14-day statutory right of withdrawal established by EU law.

To start a return, contact us before the period expires at:

Email: info@robust-europe.com

Phone / WhatsApp: +34 640 61 25 56

 

2. CONDITIONS FOR RETURNS

For a return to be accepted, ALL of the following conditions must be met:

  • The product must be UNUSED (not used for transport, at home, or for testing).
  • It must be in perfect condition, without marks, scratches or dents. Our crates are made of anodised aluminium: any mark or scratch will void the return.
  • The crate must be returned fully FOLDED, exactly as it was received. Incorrect folding may bend and permanently damage the crate.
  • It must include ALL the original packaging (internal protections, corner protectors and box).
  • It must include all accessories (doors, fixings, wheels, trays, rubber elements, etc.).

Returns will NOT be accepted if:

  • The product shows marks, scratches, dents or any signs of use.
  • The product does not fold correctly due to handling by the customer.
  • Parts, accessories or original packaging are missing.
  • The product is customised or has been modified.
  • The product is returned without adequate protection for transport.
  • The damage results from an incorrect folding attempt.

 

3. RETURN SHIPPING COSTS

The direct cost of returning the product is borne by the CUSTOMER, in accordance with European regulations. Please note that for bulky products (crate sizes M, L, XL, XXL or show/grooming kits) this cost may be significant.

If the returned product arrives damaged due to insufficient protection, the corresponding depreciation will be deducted from the refund.

 

4. INSPECTION AND REFUND

Upon receipt of the returned product, our team will inspect it (folding, panels, chassis, doors, joints, corners; absence of deformations and scratches).

If everything is correct, the refund will be processed within 5 to 7 business days after the inspection, using the same payment method used for the purchase.

The refund will include the price of the product. Return shipping costs and any applicable damage deductions are excluded.

 

5. PRODUCT DAMAGED IN TRANSIT

If your order arrives damaged:

1. Indicate the damage to the carrier at the moment of delivery.

2. Take photos of the packaging and the damage.

3. Send us this information within 24 hours of delivery to info@robust-europe.com.

If this procedure is followed, we will send a replacement or provide a solution at NO cost to you.

 

6. WARRANTY

Independently of the return policy, our products are covered by the following commercial warranty:

  • Crates: 10-year warranty.
  • Accessories: 3-year warranty.

This warranty covers manufacturing and material defects under normal conditions of use. It does not cover damage caused by misuse, negligence, unauthorised modifications or normal wear and tear. Statutory warranty rights under Spanish and EU consumer law remain unaffected.

 

7. HOW TO START A RETURN

1. Write to info@robust-europe.com within the return period, indicating your order number and the reason for the return.

2. We will confirm the return address and instructions for packaging.

3. Send the product folded, protected and complete.

4. Once inspected, you will receive confirmation and your refund within 5-7 business days.

ROBUST EUROPE, S.L. · Tax ID B22491062 · Calle Espiño 120, 15405 Ferrol, A Coruña, Spain