We geddit; sometimes a purchased item simply doesn't fit, suit or satisfy, and we want to make the return process as simple and easy as possible for you.
ELIGIBILITY FOR RETURNS
If you have changed your mind about your purchase, or purchased the incorrect size or item, we will be pleased to offer you a store credit so you can find an alternative size or product, provided:
1. The item(s) is not marked SALE/SECONDS (these items are non-returnable – no exceptions); is not part of a promotion (i.e. Bundle of collar, leash and poop bag holder; or Buy One Get One Free); and is not a gift card.
2. You return the item(s) within 7 days of your order being delivered (our returns policy is valid for 7 days from the date your order was delivered as per the shipment tracking – after this time has passed we are unable to accept returns).
3. Your item(s) must be unused, unworn, unwashed and in the same condition that you received it. (We recommend that you carefully try new items indoors with tags attached, just in case you need to return them).
4. All packaging and swing tags must still be attached to items to be eligible for return. Any items returned without packaging or tags, or with tags reattached by the customer, will not be processed. You will receive an email to advise of this, at which time we can organise to return the items to you at your cost.
Currently, we only offer returns/exchanges in the form of store credit. We do not offer direct exchanges or refunds, sorry.
Please email us at firstname.lastname@example.org stating that you would like to return an item; noting your order number and reason for returning the item/s in the email.
Delivery and shipping costs are non-refundable. If an item is to be returned, the return shipping cost will be at the customer’s expense, unless the reason for return is due to a faulty/damaged product. Original shipping costs cannot be refunded.
It is recommended that you use a trackable shipping service or courier. Please ensure that you keep tracking numbers until you receive a confirmation of return. We are unable to guarantee that we will receive your returned item and do not accept any responsibility for items lost in transit.
Upon receiving your return and inspecting it, a What The Mutt store credit will be emailed to you in the form of a gift card, which you can use to repurchase another item or save your What The Mutt store credit for later since it never expires. You will receive a store credit note for the amount you have paid for the item/s only. This does not include any shipping costs. If there are any issues with the returned item/s, we will contact you.
What The Mutt may cancel your order if for any reason we are unable to provide you with the products in your order. We will contact you should this occur.
You will not be entitled to claim any additional amounts or seek compensation for any loss, expense or damage (either direct or consequential) or for any loss of time or inconvenience, which may result from such cancellation.
Once your order has been placed, unfortunately we do not cancel/refund orders. If you need to make changes to your order, contact us via email ASAP and we'll see what we can do before your order is dispatched.
INCORRECT/FAULTY/DAMAGED ITEM RECEIVED
In the unlikely event that an item/s you receive is incorrect, faulty or damaged, please email email@example.com within 3 days of receipt of order to notify us.
Please be sure to include your order number, contact details, details of the issue and a photo of the issue. After receiving your email and investigating the problem, we will provide you with return shipping details so you can return the item to us.
Please note due to the possibility of our products selling out, we cannot guarantee that we will have the original item/size/colour in stock. If the original item is in stock, we will post you a replacement item. However, if the product is out of stock, we will contact you to discuss whether you would prefer a different item to the same value or a full refund (including original shipping costs).
Please allow 3-5 business days for returns to be processed.
What The Mutt products are made from high quality and durable materials, however they are not indestructible. We guarantee our accessories and pet products at the time of purchase against any material defects and workmanship issues.
Please note minor imperfections such as fold lines on fabric, mild cosmetic scratches on hardware/buckles, slight slant of logo etc are NOT considered defects, and have no bearing on product usability.
If you have experienced a problem with any of our products, please send an email to us at firstname.lastname@example.org with details and a photo of the issue, within 30 days of receipt. We will not be able to replace any items after that time.
Please ensure that you inspect all items for wear prior to use. We are unable to take responsibility for any injury or loss caused by the use or misuse of our products.
Our warranty/guarantee does not cover normal wear and tear. Any claims after 30 days may not be valid, as the damage may be considered normal wear and tear.
Should you have any questions about our return policy, please email us at email@example.com and we will get back to you as soon as possible.