Refund policy

REFUND AND RETURN POLICY

Return Window: We offer a 10-day return policy, which means you have 10 days after receiving your item to request a return.

Eligibility Requirements: To be eligible for a return, your item must be:

  • In the same condition that you received it
  • Unworn or unused
  • In its original packaging with all tags attached
  • Accompanied by receipt or proof of purchase

Non-Returnable Items: Certain items cannot be returned for health and safety reasons:

  • Opened pet food or treats
  • Used pet hygiene products (beds, blankets, clothing, water dispensers, litter boxes that have been used)
  • Personalized or custom-made items
  • Sale or clearance items
  • Gift cards

Unopened and unused items in original packaging are eligible for return.

How to Initiate a Return: To start a return, please contact us at support@mascotitas.shop with:

  • Your order number
  • Photos of the item
  • Reason for return

We will review your request within 1-2 business days and provide return instructions if approved.

Return Shipping:

  • Customers are responsible for return shipping costs
  • We recommend using a trackable shipping service
  • We are not responsible for items lost or damaged during return shipment

Defective, Damaged, or Incorrect Items: If you receive a defective, damaged, or incorrect item (including cases where the item received differs from what was ordered):

  • Contact us immediately at support@mascotitas.shop with photos
  • We will provide a prepaid return label or offer a replacement at no additional cost
  • No return shipping cost for you in these cases

Refund Process: Once we receive and inspect your returned item:

  • We will notify you of the approval or rejection of your refund
  • If approved, refunds are processed within 5-10 business days
  • Refund will be issued to your original payment method
  • Original shipping costs are non-refundable (except for defective, damaged, or incorrect items)
  • Please allow additional time for your bank to process the refund

Exchanges: We do not offer direct exchanges. To exchange an item, please return it for a refund and place a new order for the item you want.

Questions: For any questions about returns or refunds, contact us at support@mascotitas.shop