Returns & Refund
We want you and your pet to be completely satisfied with every purchase. If something isn’t right, we’re here to help. Please review our policy below.
1. Return Eligibility
You may return most unused, unopened products within 14 days of delivery for a full refund (excluding original shipping costs). To be eligible:
1- The item must be in its original packaging, unused, and in the same condition as when you received it.
2- Returns must be initiated within 14 calendar days of delivery.
2. Non‑Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless they arrive defective or damaged:
1- Opened pet bedding, beds, or cushions
2- Grooming tools with hair or signs of use
3- Perishable items (e.g., treats, food)
4- Any product marked as “final sale” on the product page
3. Damaged, Defective, or Incorrect Items
If your product arrives damaged, defective, or is not what you ordered, please contact us within 48 hours of delivery. We will ask for:
1- Your order number
2- A clear photo or video showing the issue
We will promptly arrange a replacement or issue a full refund (including original shipping costs) at no cost to you.
4. How to Initiate a Return
To start a return, follow these steps:
1- Email us at contact@mascotausa.com with your order number and reason for return.
2- Wait for our return authorization and shipping instructions.
3- Pack the item securely in its original packaging.
4- Ship the item to the address we provide.
Important: Returns sent without prior authorization may not be accepted.
5. Refund Process
1- Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
2- Approved refunds will be processed within 10 business days and credited to your original payment method.
3- Original shipping charges are non‑refundable unless the return is due to our error (e.g., defective or incorrect item).
Depending on your bank or credit card issuer, it may take additional time for the refund to appear in your account.
6. Return Shipping Costs
1- For returns due to buyer’s remorse (unwanted items), you are responsible for return shipping costs.
2- For returns due to damaged, defective, or incorrect items, we will provide a prepaid return label or reimburse reasonable shipping costs.
7. Exchanges
We do not offer direct exchanges. If you need a different size or variant, please return the original item for a refund and place a new order.
8. Contact Us
If you have any questions about returns or refunds, please reach out:
Mascota
Jossoor LTD
71-75 Shelton Street, London, WC2H 9JQ, United Kingdom
Email: contact@mascotausa.com