Правила за възстановяване на суми

Effective Date: 01 June 2025

At Moony Paw Ltd, we are committed to providing high-quality products for small animals. To ensure the integrity, safety, and hygiene of our goods, we maintain a strict but fair returns policy in line with UK consumer protection law.

Items Not Eligible for Return

For hygiene, health, and safety reasons, we do not accept returns or exchanges on the following types of products:

  • Food items (including treats, forage, dried sprays, or other edible goods)

  • Mystery boxes (due to the surprise nature and curated contents)

  • Custom-made or personalised items

These exclusions are permitted under the Consumer Contracts Regulations 2013.

Returnable Items

We only accept returns for eligible non-edible, non-custom items such as ceramic hideouts and selected accessories. Returns are subject to the following conditions:

  • The item must be unused, in its original condition, and in its original packaging

  • The return request must be made within 15 calendar days of receiving the item

  • Proof of purchase must be provided

  • The return must be pre-approved by our team before shipping

Return shipping costs are the responsibility of the customer unless the item is confirmed to be defective or incorrect.

Return Process

  1. Contact us at info@moonypaw.com with your order number, reason for return, and any relevant photos (if applicable).

  2. Await written return approval and instructions before sending any items back.

  3. Returns sent without prior approval will not be accepted or refunded.

Damaged, Defective or Incorrect Items

If an item arrives damaged, defective, or incorrect, please notify us within 48 hours of receiving your order. We may request photographic evidence to assess the issue. If approved, we will offer a suitable resolution such as a replacement or a refund, including return postage where appropriate.

Refunds

Once your return is received and inspected, we will notify you of the outcome. If the return is approved:

  • A refund will be issued to your original payment method within 10 business days

  • Original shipping costs are non-refundable unless the item was defective or incorrect

Contact

For any questions or assistance related to returns, refunds, or your order, please contact us at:
info@moonypaw.com