Refund policy

At MoomiPets, we want you and your pet to be delighted with every purchase. If, for any reason, you are not completely satisfied with your MoomiPets product, we are here to assist you with our return policy.

RETURNS OR REPLACEMENT

Our policy lasts 30 days. If 30 days have gone since you received the purchase, unfortunately, we can't offer you a refund or exchange.

To be eligible for a return or replacement, your item should be unused and in the same condition that you received it. It must also be in the original packaging. Any item not in its original condition is damaged or missing parts for reasons not due to our error will not be returned as well as an item that is returned more than 30 days since received.

Notes:  

  • Please do not return any orders for uncommunicated reasons.

  • Please do not send your purchase back to the manufacturer.

  • To complete your return, we require a receipt or proof of purchase.

How to Initiate a Return:

  • Contact Our Customer Support: To initiate a return, please contact our customer support team through support@moomipets.com. They will guide you through the return process.
  • Provide Necessary Information: Be prepared to provide details about the product, the reason for the return, and your proof of purchase.

Return Process

  • Approval: Once your return request is approved, we will provide instructions on where to send the product.
  • Pack and Ship: Carefully pack the product in its original packaging and send it to the provided return address. We recommend using a trackable shipping method to ensure your return is received.
  • Inspection and Refund: Upon receiving the returned product, our team will inspect it to ensure it meets our return eligibility criteria. If approved, a refund will be issued to your original payment method within a reasonable timeframe.

REFUNDS

Refunds will typically include the cost of the returned product and any applicable taxes. Shipping charges are non-refundable. Please note that the time it takes for the refund to be processed may vary depending on your financial institution. Please see below for details:

If you paid by credit or debit card, the refund will be sent to the card-issuing bank within 7 business days of receipt of the returned item or cancellation request. Please contact your card-issuing bank with any additional questions. 

If you paid by PayPal, refunds will be sent to your PayPal account within 3 business days.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@moomipets.com.

IMPORTANT NOTES

  • The return or replacement is only applicable to devices purchased on moomipets.com. If you purchased your MoomiPets device from a third-party seller, please reach out to the seller. 

  • Once your package is received and checked to verify that warranties are still valid, we will issue a full refund or a replacement for all eligible product(s).

  • Please note that all accessories must be new and unopened to be eligible for refunds. To qualify for a replacement or refund, devices must be in "as new" condition and, if possible, with the original sealed packaging intact. If the accessory is returned for no reason, then we will deduct the return shipping fee from the returned amount.

  • For all returns, please pay the shipment fee. 

  • If your device is faulty/DOA, we will reimburse the shipping fee after inspection and confirmation that your device is within warranty. 

  • For any after-sales issues, please contact us through support@moomipets.com and we will offer you a solution based on your case.

  • Once you email us about the return & refund issue, we will response you within 24h on business day. Please check your spam/junk inbox if you haven't received a reply within 24h.