Refund policy

REFUND & RETURNS POLICY

At MimoPets, your satisfaction comes first. If you're not happy, we're not happy. We've built our policy to be simple, fair, and customer-friendly.

60-DAY SATISFACTION GUARANTEE

You have 60 days from the day your order arrives to request a refund. No long forms. No hidden conditions. Just an honest guarantee that you and your pet will love what you receive.

WHEN YOU CAN REQUEST A REFUND

✓ The item arrived damaged or defective
✓ The wrong item was sent
✓ The item doesn't match the description
✓ Your pet simply doesn't love it
✓ You changed your mind within 14 days of delivery (UK & EU consumer law)

HOW TO REQUEST A REFUND

Email us at hello@mimopets.shop with:
1. Your order number
2. A brief description of the issue
3. (If applicable) a photo or short video showing the problem

We'll reply within 24 hours, Monday to Friday.

DO I NEED TO SEND THE PRODUCT BACK?

In most cases — NO.

Because we ship worldwide from global fulfilment centres, return shipping often costs more than the product itself. To save you time, money, and hassle, we typically issue refunds without requiring you to ship the item back. Keep the product, donate it to a local shelter, or pass it to a friend with a pet — your choice.

For higher-value or unopened items, we may occasionally ask for the product to be returned. If we do, we'll provide clear instructions and we'll cover any return shipping costs when the issue is our fault.

REFUND PROCESSING

Once your refund is approved:
✓ Approved within 24–48 hours after we receive your request
✓ Issued to your original payment method
✓ Visible in your bank/card account within 5–10 business days (depending on your bank)

You'll receive a confirmation email as soon as the refund is processed.

EXCHANGES

We don't currently offer direct exchanges — it's faster for you to receive a refund and place a new order with the correct item.

NON-REFUNDABLE SITUATIONS

The only cases where we cannot issue a refund:
✗ Requests made more than 60 days after delivery
✗ Damage caused by misuse or normal wear and tear
✗ Items lost due to incorrect shipping address provided at checkout

UK CONSUMER RIGHTS

Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

QUESTIONS?

Email us anytime at hello@mimopets.shop. A real person from the MimoPets team will reply within 24 hours.

— The MimoPets Team 🐾