Refund policy

Refund Policy

Last updated: September 2026

This Refund Policy applies to all purchases made on bymuffly.com. By placing an order, you agree to the terms below. Please read them carefully before purchasing.

1. Return Window
You may request a return within 14 days of the date your order is delivered, as shown by the carrier's tracking information. Requests received after this period will not be accepted.

2. Eligibility Conditions
To be eligible for a return, the item must meet all of the following conditions:
- It must be unused, unwashed and in the same condition in which you received it.
- It must not have been used by, chewed, scratched, soiled or damaged by any pet.
- It must be returned in its original packaging, with all components, accessories, electronic devices, batteries, gifts and inserts included.
- You must provide your order number or proof of purchase.
Returns that do not meet these conditions may be refused and sent back to you at your expense, or may receive a partial refund as described in Section 7.

3. How to Request a Return
To start a return, contact us at thecontactmuffly@gmail.com with your order number, the item(s) you wish to return and the reason for the return. We will reply with return instructions and the return address.
Returns must be requested and approved before being shipped. Items sent back without prior approval, or sent to an address other than the one we provide, will not be accepted and no refund will be issued.
Once your return is approved, you must ship the item within 7 days.

4. Return Shipping Costs
Unless the item you received is defective, damaged or incorrect, the customer is responsible for all return shipping costs, as well as any customs duties, taxes or fees associated with the return. Original shipping costs are non-refundable.
We recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for returns that are lost or damaged in transit, and we cannot issue a refund until the returned item has been received.

5. Non-Returnable Items
The following items cannot be returned, unless they arrive defective, damaged or incorrect:
- Items that have been used by a pet, washed, or show signs of use, wear, chewing or damage.
- Products whose protective seal has been opened and that are not suitable for return for health protection or hygiene reasons.
- Free gifts and promotional items (if you return an item purchased with a free gift, the gift must also be returned or its value will be deducted from your refund).
- Gift cards.

6. Damaged, Defective or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective or incorrect, contact us within 7 days of delivery at thecontactmuffly@gmail.com with your order number and clear photos or a video showing the issue and the packaging. Once confirmed, we will offer a replacement or a refund at no additional cost to you. In some cases we may ask you to return the item; if so, we will cover the return shipping.
Defects caused by misuse, accidents, pet damage, improper washing or normal wear and tear are not covered.

7. Inspection and Refunds
Once we receive your return, we will inspect it and notify you whether your refund has been approved. If approved, the refund will be issued to your original payment method within 10 business days. Please note that your bank or card issuer may take additional time to process and post the refund.
Refunds cover the price paid for the returned product(s) only. Original shipping costs, return shipping costs and any customs duties or fees are not refunded, except where the item was defective, damaged or incorrect.
If a returned item shows signs of use, is incomplete, is missing its original packaging, or has been damaged in a way not caused by us, we may deduct an amount corresponding to the loss in value, or refuse the return.

8. Bundles and Promotions
Items purchased as part of a bundle or promotion are refunded based on the price actually paid for each item within that bundle, not the full individual price. If you return part of a bundle, the remaining items will be recalculated at their standard price and the difference will be deducted from your refund.

9. Exchanges
We do not offer direct exchanges. If you would like a different item, please return the original item following the process above and place a new order.

10. Order Cancellations
Orders can be cancelled only before they have been processed for shipment. Once an order has shipped, it cannot be cancelled and must be handled as a return under this policy.

11. Refused or Undeliverable Packages
If a package is refused, not collected or returned to us as undeliverable, the refund (if any) will be reduced by the original shipping cost, return shipping cost and any customs duties or fees charged to us.

12. Chargebacks
If you have an issue with your order, please contact us first so we can resolve it quickly. Opening a chargeback or payment dispute without first contacting us may delay the resolution of your case. We reserve the right to provide order, tracking and communication records to payment providers in response to any dispute.

13. Your Statutory Rights
Nothing in this Refund Policy limits or excludes any rights you may have under the mandatory consumer protection laws of your country of residence.
If you are a consumer in the European Union or the United Kingdom, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, contact us at thecontactmuffly@gmail.com with a clear statement of your decision to withdraw. You must return the items within 14 days of notifying us, and the direct cost of returning the items will be borne by you. We will refund the price of the goods, including the cost of standard delivery, within 14 days of receiving your withdrawal notice, but we may withhold the refund until we have received the goods back or you have supplied proof of having sent them back. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Products that are defective or not as described are also covered by the legal guarantee of conformity that applies in your country.

14. Changes to This Policy
We may update this Refund Policy at any time. Changes apply to orders placed after the updated policy is published on this page. Orders placed before an update are governed by the policy in effect at the time of purchase.

15. Contact Us
For any questions about returns or refunds, please contact us at thecontactmuffly@gmail.com. We usually reply within 24–48 hours on business days.