Refund policy
COOKIE MOUSE – RETURNS AND REFUNDS POLICY
Spain / European Union / Mexico
Last updated: June 9, 2026
At COOKIE MOUSE, we want every purchase to be a positive experience. If for any reason you need to return a product or request a refund, this policy clearly explains how the process works.
This policy applies to orders placed through www.cookiemouse.com for delivery to Spain, other countries of the European Union, and Mexico, without prejudice to the mandatory rights granted to consumers under the applicable regulations in their place of habitual residence.
1. Right of Withdrawal
When the customer legally qualifies as a consumer or user, they shall have a period of 14 calendar days from receipt of the product to withdraw from the purchase without the need to provide any reason.
To exercise this right, you must send an email to info@cookiemouse.com with the subject line “RETURN + order number” and indicate at least your full name and order number. The reason for the return is optional.
Once your decision to withdraw has been communicated, you must return the product without undue delay and, in any case, within 14 calendar days following such communication.
2. Return Conditions
For a return to be processed correctly, the product must be returned properly protected and, whenever possible, with its original packaging, accessories, and labels.
The customer may examine and handle the product only to the extent necessary to determine its nature, characteristics, and functioning. If the product shows any decrease in value resulting from handling beyond what is necessary for such verification, COOKIE MOUSE may deduct such decrease from the refund amount to the extent legally permitted.
Returns shall not be accepted in cases excluded by applicable law, including but not limited to products made according to the customer’s specifications or clearly personalized products, sealed products not suitable for return for health protection or hygiene reasons once unsealed after delivery, or any other legally established exceptions.
3. Return Costs
Except in the case of defective products, products damaged during transport, or errors attributable to COOKIE MOUSE, the direct costs of returning the product shall be borne by the customer.
If the return is due to an order preparation error, receipt of a product different from the one ordered, or lack of conformity of the product, COOKIE MOUSE shall bear the corresponding collection, return, or reshipping costs.
4. Defective, Damaged, or Incorrectly Shipped Products
If you receive a damaged, incomplete, incorrect, or apparently defective product, you must notify COOKIE MOUSE as soon as possible via info@cookiemouse.com, indicating the order number and attaching, whenever possible, photographs of the product, packaging, and shipping label.
For the purpose of facilitating processing with the carrier and preserving evidence, it is recommended that visible incidents be reported within the first 48 hours after receiving the order.
Once the case has been reviewed, COOKIE MOUSE shall offer, as appropriate and in accordance with the applicable legislation, replacement of the product, repair, full or partial refund, or any other suitable solution.
5. Refund Procedure
Once the returned product has been received and its condition verified, COOKIE MOUSE shall issue the refund without undue delay and, in any case, within a maximum period of 14 calendar days from the date on which it was informed of the withdrawal decision or from the moment the refund becomes applicable for any other legal or contractual reason.
However, COOKIE MOUSE may withhold the refund until it has received the returned goods or until the customer provides sufficient proof of their return, whichever occurs first.
Unless expressly agreed otherwise, the refund shall be made using the same payment method used by the customer for the purchase. The actual time required for the amount to appear will depend on the customer’s bank, payment platform, or financial provider.
In the event of withdrawal, the amount paid for the product and, where applicable, the standard delivery costs paid in the original order shall be refunded. Additional costs resulting from the customer choosing a delivery method more expensive than the standard delivery offered on the website shall not be refunded.
6. Promotions and Charitable Campaigns
Promotions, discounts, or charitable campaigns occasionally organized by COOKIE MOUSE shall be subject to their specific terms and conditions.
In the case of charitable campaigns linked to purchases, any product donated as part of the charitable initiative shall be considered an independent promotional or charitable act and shall not in itself generate any additional right of return or refund other than that corresponding to the product actually purchased by the customer.
7. Order Cancellation
If you wish to cancel an order, you may request it by writing to info@cookiemouse.com as soon as possible.
Cancellation shall be possible as long as the order has not yet been prepared for shipment or handed over to the carrier. If the order has already been shipped, the customer must receive it and process the return in accordance with this policy and, where applicable, the General Terms and Conditions of Sale.
8. Contact
For any questions related to returns, refunds, cancellations, or order incidents, you may contact COOKIE MOUSE via the email address info@cookiemouse.com.
COOKIE MOUSE shall respond with the greatest possible diligence and within the legally required deadlines whenever applicable.