Return & Refund Policy

Last updated: August 4, 2026

1. Overview

At Muzzly, we're committed to providing high-quality products and a great shopping experience. If something isn't right with your order, we're here to help.

This Return & Refund Policy explains the conditions for returns, replacements, and refunds for purchases made through our website at www.muzzlypet.com.

By placing an order with Muzzly, you agree to the terms outlined in this policy.

2. 30-Day Return Window

You have 30 days from the date your order is delivered to request a return or refund.

To be eligible for a return due to a change of mind, the item must:

• Be unused and in its original condition.
• Include the original packaging whenever possible.
• Be accompanied by proof of purchase (order confirmation or receipt).

Items that do not meet these requirements may not qualify for a refund.

3. How to Request a Return or Refund

To start a return or refund request, please contact us at hello@muzzlypet.com within 30 days of receiving your order.

Please include:

• Your order number.
• The product(s) involved.
• The reason for your request.
• Clear photos if the item is damaged, defective, or incorrect.

Our team will review your request and provide the appropriate next steps.

Please do not return any items until you receive return authorization from our support team.

4. Return Shipping Costs

Our Error

If you received:

• a damaged item;
• a defective item;
• an incorrect item.

We will resolve the issue at no additional cost to you.

Depending on the situation, we may offer:

• a replacement;
• a full refund; or
• another appropriate solution.

Change of Mind

If you wish to return an item because you've changed your mind, you are responsible for the return shipping costs.

5. Return Instructions

If your return request is approved, we will provide the appropriate return instructions, including the return address if a return is required.

Items should be securely packaged to avoid damage during transit.

We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.

6. Exchanges

Muzzly does not offer direct product exchanges.

If you would like a different product, size, or colour, we recommend placing a new order after your return has been approved.

7. Refund Eligibility & Processing

Refunds are processed after your request has been reviewed and, where applicable, after the returned item has been received and inspected.

For damaged, defective, or incorrect products, we may not require the item to be returned. In many cases, clear photographs will be sufficient for us to assess the issue and provide a replacement or refund.

Approved refunds are processed as follows:

• Inspection (if required): 1–2 business days.
• Approval confirmation by email.
• Refund issued within 5 business days.
• Bank or card provider processing: typically 2–7 business days.

If more than 15 business days have passed since your refund was approved, please contact us.

8. Partial Refunds

If a returned item is not received in its original condition, is missing components, or shows signs of misuse that are not related to our error, we may reduce the refund amount or decline the refund request.

Each case will be assessed individually.

9. Sale & Promotional Items

Items purchased during sales or promotional events are eligible for return or refund under the same conditions as regular-priced items.

10. Non-Returnable Items

The following items cannot be returned or refunded unless required by applicable consumer law:

• Gift cards.
• Products damaged due to misuse or improper handling.
• Items returned without significant parts or components that were not missing due to our error.

11. Refund Method

Refunds are always issued to the original payment method used when placing the order.

We cannot issue refunds to different cards, bank accounts, or alternative payment methods.

12. International Returns

This policy applies to both domestic and international customers.

For defective, damaged, or incorrectly supplied products, we'll work with you to find the most appropriate solution.

For returns due to a change of mind, customers are responsible for return shipping costs.

Where a return is required, we'll provide the appropriate return instructions after approving the request.

12.1 Customs & Duties

Customs duties, import taxes, or government fees charged by your country are not refundable by Muzzly, as these charges are collected by local authorities.

13. Lost or Damaged Orders

If your package is lost during transit or arrives damaged, please contact us within 7 days of delivery (or the estimated delivery date for lost shipments).

Once the issue has been verified, we'll offer either:

• a replacement item; or
• a full refund.

14. Contact Us

If you have any questions regarding returns or refunds, please contact us:

Email: hello@muzzlypet.com

When contacting us, please include:

• Your order number.
• Any relevant tracking information.
• A description of the issue.
• Photos, if applicable.

We aim to respond to all enquiries within 1 business day.

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Note: This Return & Refund Policy may be updated from time to time. The latest version will always be available on www.muzzlypet.com.