Refund Policy
Your satisfaction — and your pet's happiness — means everything to us. If something isn't right with your order, we're here to make it right. Please read our refund policy below.
60-Day Return Window
We accept return and refund requests within 60 days of the delivery date. If 60 days have passed since your order was delivered, we are unfortunately unable to offer a refund or exchange.
Eligibility for a Refund
To be eligible for a full refund, your item must meet the following conditions:
- The item is unused, unopened, and in its original packaging
- The item is not a perishable product (e.g. food, treats, or supplements — see exceptions below)
- The request is submitted within 60 days of delivery
Items that do not qualify for a refund:
- Opened or used pet food, treats, or dietary supplements
- Personalized or custom-made products
- Hygiene-related items that have been opened (e.g. grooming products)
- Gift cards
How to Request a Refund
- Email us at support@muttlyy.com with the subject line: "Refund Request – Order #[your order number]"
- Include your order number, the item(s) you'd like to return, and the reason for the return
- Our team will respond within 24–48 business hours with instructions
- Ship the item back using the address provided by our team
Please do not send items back without first contacting us — unrequested returns cannot be processed.
Refund Method
Once your return is received and inspected, we will notify you by email. If approved, a full refund will be issued to your original payment method within 5–10 business days, depending on your bank or payment provider.
Please note: original shipping charges (if any were applied) are non-refundable unless the return is due to our error.
Return Shipping Costs
Return shipping costs are handled as follows:
Reason for ReturnWho Pays Return ShippingDefective, damaged, or wrong item sentWe cover it — free return label providedChange of mind or ordered by mistakeCustomer is responsible for return shipping costsItem not as describedWe cover it — please contact us with photos
If we are at fault, we will provide a prepaid return shipping label via email. For change-of-mind returns, we recommend using a trackable shipping method, as we cannot be responsible for items lost in transit.
Damaged or Defective Items
If your order arrived damaged, defective, or incorrect, please contact us within 6 -12 days of delivery at support@muttlyy.com and include:
- Your order number
- A clear photo of the damaged or incorrect item
- A photo of the packaging (if damaged in transit)
We will arrange a free return and send a replacement or issue a full refund — whichever you prefer.
Late or Missing Refunds
If you haven't received your refund yet:
- Check your bank account or payment method again
- Contact your credit card company — processing times can vary
- Contact your bank, as it may take a few business days to post
If you've done all of the above and still have not received your refund, please contact us at support@muttlyy.com and we'll look into it right away.
Exchanges
If you'd like to exchange an item (e.g. wrong size or variant), please contact us within 60 days of delivery. We'll guide you through the process and ship the replacement as soon as the original item is returned and inspected.
Contact Us
We're always happy to help! Reach out to our team:
- 📧 Email: support@muttlyy.com
- 🕐 Response time: within 24–48 business hours
We care deeply about every pet owner's experience and will always work with you to find the best solution.