Scope and Intent
This return and refund policy applies to all purchases made on the Moggy&Mutt website.
Contact Information
For any questions regarding returns and refunds, please contact our customer service at the following email address:Hello@moggyandmutt.co.uk
Return Period
UK customers have the right to cancel their purchase and return the product within 14 days of receipt, in accordance with the Consumer Contracts Regulations 2013.
For our '30-day trial' offers or those marked '30-day money-back guarantee', this withdrawal period is automatically extended to 30 days.
Return Instructions
1. Return Notification: To initiate a return, contact our customer service at Hello@moggyandmutt.co.uk with your order number and a detailed reason for the return.
2. Return Authorization: After reviewing your request, we will provide you with detailed instructions and, if applicable, a prepaid return label.
Packaging and Shipping
1. Carefully pack the item in its original packaging with all labels and tags still attached.
2. Include the following information: your order number, your email address, and/or your full name (the information used when you placed your order). This will allow us to easily identify your return and process it quickly.
3. Send the package to the return address provided by our support team via email.
Return Costs
Customers are responsible for return shipping costs unless the item is defective or not as described. In this case, Moggy&Mutt will cover the return costs.
Specific Return and Refund Conditions
• Return for Change of Mind: If you change your mind after purchase, you can return the product within 14 days, provided it is unused, undamaged, and in its original packaging.
• Defective Items: If you receive a defective product, contact our customer service immediately for instructions. Moggy&Mutt will cover return costs and provide a replacement product or a refund.
• Damaged Items: If the product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and cover return costs if necessary.
• Incorrect Product Received : If you receive an incorrect product, contact us and we will arrange for return shipping and ensure you receive the correct product.
• Product Not Received: If your product never arrived, contact us so we can initiate an investigation with the carrier. If the product is not found, we will offer a full refund or a replacement product.
• Cancellation After Order : You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.
Policy for Damaged or Defective Items
Upon receipt of damaged or defective items, contact our customer service within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, provide a replacement or a full refund.
Policy for Undamaged Items
If you change your mind, you can return the undamaged and unused product within 14 days. Make sure it is in its original packaging.
Policy for Items Subject to Warranty
• 90-Day Adoption Guarantee:
Some items benefit from a 90-Day Adoption Guarantee.
Some items may benefit from a 90-Day Adoption Guarantee.
This voluntary commercial guarantee allows the customer to return the product and receive a refund if it has not been adopted after a 90-day trial period following delivery.
The customer must notify their request to activate the guarantee within a maximum of 7 days after the end of this trial period.
This guarantee is in addition to and does not replace the consumer's legal rights.
Deadlines
• Return Period: Returns must be reported and shipped within 14 days of product receipt.
• Return Processing: After receipt and inspection of the returned item, we will process the refund within 14 days. You will receive an email confirmation.
• Refund Conditions: A refund is approved if the product is undamaged, unused, and in its original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
• Refund Period: After return approval, it takes up to 14 days to process the refund to the original payment method.
• Refund Methods: Refunds are made to the payment method used during purchase.
Exceptions to the Return Policy
The following products cannot be returned:
• Personalized items
• Hygiene products
• Single-use products
• Perishable goods (e.g., food, etc.)
Return Address
Send all returns to: Address communicated by email
Shipping Method and Costs
• Shipping method: Local Carrier + Tracking
• Estimated return costs: Depends on your location
Legal Rights
This policy does not affect your legal rights under the Consumer Contracts Regulations 2013 or any other applicable UK legislation.