Refund Policy
This Refund Policy explains how returns, exchanges and refunds are handled for products purchased from MOSLEY MODE. We want every customer to feel confident when ordering pet grooming products, toys and accessories from our store.
1. Return Period
You may request a return within 14 days of receiving your order. To be eligible for a return, the item must be unused, undamaged and in its original packaging where applicable.
2. Eligible Items
Most unused pet products may be returned if they are in their original condition. This includes grooming tools, pet toys and accessories that have not been used, washed, damaged or altered.
- The item must be unused and clean.
- The item must be returned with original packaging where possible.
- The order number or proof of purchase may be required.
3. Non-Returnable Items
For hygiene and safety reasons, some items cannot be returned once opened or used. This may include grooming brushes, combs, nail care tools, pet beds, blankets, feeding products and any item that has been in direct contact with a pet.
Items that are damaged by misuse, normal wear or improper handling are not eligible for a refund.
4. Damaged or Incorrect Items
If your order arrives damaged, defective or incorrect, please contact us as soon as possible after delivery. We may ask for your order details and photos of the item so we can review the issue.
If the issue is confirmed, we may offer a replacement, exchange or refund depending on the situation and product availability.
5. Refund Process
Once your return is received and inspected, we will notify you about the approval or rejection of your refund. If approved, the refund will be processed to your original payment method.
Please note that it may take several business days for the refund to appear in your account, depending on your bank or payment provider.
6. Return Shipping
Customers are responsible for return shipping costs unless the item is damaged, defective or incorrect due to our error. We recommend using a tracked delivery service when returning items.
7. Exchanges
If you would like to exchange an item, please contact us first. Exchanges depend on product availability and the condition of the returned item.
8. Cancelled Orders
If you wish to cancel an order, please contact us as soon as possible. If the order has not yet been processed or dispatched, we may be able to cancel it and issue a refund.
If the order has already been dispatched, you may need to follow the standard return process after receiving the item.
9. Contact
If you have questions about returns or refunds, you can contact us at support@mosleymodeltd.com.co.