Refund policy

14-day return policy

You have 14 days after receiving your order to tell us that you want to return it.

Please contact us at support@mowupets.com before returning any item. Include your order number and the reason for the return so we can confirm eligibility and provide the appropriate return instructions. Returns sent without prior authorization, or sent somewhere other than the location provided in our instructions, may not be accepted.

For a change-of-mind return, the customer is responsible for the return shipping cost. If the product is defective, damaged, or incorrect, MOWU will cover reasonable return shipping costs or provide a prepaid return label.

Return condition

Handle the product only as much as necessary to determine its nature, characteristics, and function. Returned items should include the original components and packaging where reasonably possible. A reduction in value caused by handling beyond what is necessary may be deducted from the refund where permitted by law.

Damaged, defective, or incorrect orders

Inspect your order when it arrives. If it is damaged, defective, or incorrect, contact support@mowupets.com promptly with your order number and clear photos so we can assess the issue and make it right.

Exceptions

Gift cards and personalized products cannot normally be returned. This does not limit your rights if an item is defective, damaged, or not as described.

Exchanges

To exchange an item, contact us first. The quickest option may be to return the original item and place a new order after the return is accepted.

European Union 14-day right of withdrawal

If you are a consumer in the European Union, you may withdraw from your purchase within 14 days after you, or a person designated by you other than the carrier, receives the goods. You do not need to give a reason.

To exercise this right, send a clear statement to support@mowupets.com before the 14-day period expires. Include your name, order number, the product, the order and delivery dates, and a statement that you wish to withdraw from the purchase.

If you withdraw, we will refund the product price and the cost of our least expensive standard delivery option, where required by law. Extra delivery costs for a more expensive shipping method are not refundable. You are responsible for the direct cost of returning the goods unless the goods are defective, damaged, or incorrect.

Refunds

Once we receive and inspect the return, we will tell you whether the refund is approved. Approved refunds are issued to the original payment method. We aim to process refunds within 10 business days, although your bank or card provider may take additional time to post the funds. For EU withdrawals, refunds will be made within the legally required period, and we may withhold reimbursement until we receive the goods or evidence that they have been sent back.

Questions

Email support@mowupets.com for return or refund questions.