Refund Policy
Last updated June 18, 2026
We want you to be happy with your order. This policy explains when refunds are issued and how long they take. It works alongside our Returns & Exchanges Policy.
When you're eligible for a refund
- You return an eligible item within 14 days under our Returns & Exchanges Policy.
- Your order arrives damaged, faulty, or incorrect (we cover this at our cost).
- We cancel your order — for example, an item is out of stock or a pricing error occurred.
How refunds are calculated
Approved refunds cover the price of the returned item(s). Original shipping is refunded only where the return is due to our error (damaged, faulty or incorrect item). Return shipping costs are described in our Returns Policy.
How refunds are issued
Refunds are made to your original payment method in USD. Once we receive and inspect your return (or approve your claim), we process the refund within 3–5 business days. Your bank or card issuer may take a further 5–10 business days to post it. Card charges and refunds appear as MPETGROUP.
Items that aren't refundable
For hygiene and safety reasons, opened pet-use items (such as feeding bowls, grooming tools, beds, mats and toys) are not refundable unless they are faulty or were sent in error. Bags and consumables that have been opened are also non-refundable. This does not affect your statutory rights for faulty goods.
Need help?
Contact support@mpetgroup.shop or +1 423 622 0679 (Mon–Fri, 9:00–18:00 ET) and we'll guide you through it. We aim to make this fair and straightforward.