Welcome to www.mrnmrspet.com We value your satisfaction and aim to provide a seamless shopping experience for all your pet needs. Our commitment extends to offering a comprehensive cancellation, return, exchange, and refund policy (“Policy”). While most products available on our platform are eligible for returns, we advise our customers to review the product details before placing an order to confirm eligibility for returns. This Policy outlines the terms and conditions governing returns, exchanges, and refunds, aiming to streamline the process and uphold transparency in our transactions. Your trust in us is paramount, and we’re here to assist you every step of the way.

Eligibility and Time Frame for Returns/Exchange:-

• ➢ It is advised to review the product details before placing an order to confirm eligibility for that particular product’s return/exchange.
• ➢ To be eligible for a return, your item must be unused, undamaged, and in its original packaging with all tags attached. Please ensure you have the receipt or proof of purchase, whether it’s in digital or physical form.
• ➢ All our products which come under the below-mentioned categories will be eligible for an exchange.
  ○ Expired Product at the time of delivery
  ○ Damaged Product at the time of delivery

Pet Food/Treats and Accessories:

• ➢ Returns/exchange of pet products are only accepted, (if eligible) within 3 days of the delivery date.
• ➢ In case where the issue is:
  ○ Wrong Item delivered,
  ○ Item in box is damaged (but Shipping box is OK),
  ○ Missing Item in order,

we would require customers to contact us with images/ videos of the packaging box and the product within 24 hrs of the order delivery time.

• ➢ Send us the request with Order ID and other details on support@mrnmrspet.com for us to understand the situation better.
• ➢ It is recommended to have an unboxing video as an evidence to resolve the above claims in a more paced manner.
• ➢ Cases not eligible for return:
  ○ Open or used items
  ○ Complaints of taste, health issues, etc. (We recommend consulting a nutritionist or the brand directly in this case)
  ○ Products with tampered scratch codes, serial numbers etc.
  ○ Individual items of a combo.
  ○ Custom or Personalized Items: unless they are defective or damaged upon arrival.
  ○ Clearance or Final Sale Items: Some pet food or accessories may be marked as clearance or final sale, indicating that they are sold “as is” and cannot be returned or exchanged.
  ○ Hygiene Products: Items such as grooming tools, litter boxes, or pet diapers that come into direct contact with pets’ bodily fluids may not be eligible for return or exchange due to hygiene reasons.

Pet Services-

All Pet Services provided by our company such as Walking, Grooming, Training, Hostel services etc, can only be changed or modified within 24 hrs from booking. Once the communication has been started between our company and the respective service provider, the company can choose to reject such requests for change.

Cancellation:-

• ➢ In case of requests for order cancellations, MMP reserves the right to accept or reject requests for order cancellations for any reason. For you to cancel an order, there is a time period of 24 hours from the time you place the order. As part of usual business practice, if we receive a cancellation notice and the order has not been processed / shipped by us, we shall cancel the order and refund the entire amount within 6-7 working days.
• ➢ We will not be able to cancel orders that have already been processed.
• ➢ For pet services, cancellation of service rendered shall be done within 24 hrs from booking the services

Damages and issues

Please inspect your order upon receipt. Contact us immediately but not later than 48 hours if the item is defective, damaged or if you receive the wrong item, or if your item is lost in transit, so that we can evaluate the issue and make it right.

In the case, where the shipping box is damaged/ tampered with, please reject it at the time of delivery (including prepaid orders) and contact us immediately to resolve the case or issue a refund, if applicable.

Return/Refund Process

• ➢ To initiate a return/ exchange, email us using the “contact us” form on the main web page with details of the issue and relevant images/ videos to support the case.
• ➢ Once the request is approved, you need to send the product back to the address as mentioned in the package or as communicated at the time of the approval within 3 business days post approval (Please ensure the product is in its original condition and securely packaged to avoid any further issues during the return process, that might result in cancellation of the return request.)
• ➢ We’ll notify you regarding the approval of your refund for the returned product after we have received and inspected it. If approved, refund will be initiated within 6-7 business days to your original payment method. For Pay on Delivery orders, we will require your bank details to transfer the money digitally, and it can take 6-7 business days for the refund to reflect in your account.
• ➢ A return shipping fee shall be applicable and will be deducted from the refund amount if the company chooses to collect the package from place.
• ➢ In the event of cancellation of an order, the same refund procedure shall be followed, for the appropriate amount to be refunded for such cancellation.

Contact us

The Platform retains the right to cancel any order placed by you, at its sole discretion and shall intimate you of the same by way of an email/SMS.

For any question relating to return or cancellation of any products, you can contact us at info@pugpuppyplace.com or 786-584-2869