Refund Policy
At MoonPaw Pets, we want every order to feel like a tail-wagging success. If you're not 100% happy with your purchase, you can return it within 30 days of receiving your order for a full refund.
Returned items must be:
- New and unused
- Unwashed and unaltered
- Free from damage or pet hair
- In original packaging, with all tags intact
- You’ll need to provide a receipt or proof of purchase
We recommend trying items indoors before your next walk, or hike. Correct packaging and cleanliness are essential for a successful return.
How to Start a Return
To start a return, email us at info@moonpawpets.com. Once your return is approved, we’ll send instructions and a return shipping label.
Returns sent without prior authorization will not be accepted.
Physical Address Information:
MoonPaw Pets
Avenue Ignace Paderewski 32B
1110 Morges
Switzerland
Damaged or Incorrect Items
Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately at info@moonpawpets.com with photos of the damaged product.
Exceptions / Non-Returnable Items
Certain items can't be returned, including:
- Perishable goods (like pet food or treats)
- Personalized products
- Gift cards and items on final sale
- Used or washed pet gear
If you're unsure whether your item qualifies, feel free to reach out.
Exchanges
Need a different size or color? The fastest option is to return your original item and place a new order after your return is accepted.
Refunds
We’ll notify you once your return has been received and inspected. If approved, your refund will be processed to your original payment method within 10 business days.
Please note, it may take extra time for your bank or credit card provider to process the refund.
If it’s been more than 15 business days since your return was approved and you haven’t seen a refund, email us at info@moonpawpets.com.