Widerrufsrecht

 

 

Would you like to exchange or return your purchase? We are happy to help! Exchanges or returns can be made within 30 days of the delivery date.

 

You can exchange or return your items.

 

- Is it returning free of charge?

 

Returns are at your own expense, depending on the courier and the country from which you are returning your package.

 

- What are the return conditions?

 

Our return policy guarantees that you can return your order within 30 days of receipt without any reason.

 

  • The item must be in good condition

  • The original packaging must be included

  • Proof of purchase is required

 

To start a return, you can contact us at info@mudfreepets.com


- How long does it take to exchange a product?


If you indicate that you wish to exchange a product when you register your return, we will process it immediately. This way, we can ensure that your exchange is completed within a few days.


- What if my exchange product is no longer available?


Ask the customer service team about the possibilities. We will update you on when we expect to deliver the product. If you have already returned the item and it is out of stock, we will contact you and work with you to find a solution.


- Where can I find my order number to register my return?


Your order number is in the confirmation email you received after placing your order. If you did not receive this email, our customer service team will be happy to help you.


- What should I do if a product is defective or damaged?


Unfortunately, a product may be damaged during shipping or production. We are, of course, happy to resolve this with you. Send a message to info@MudFreePets.com with a photo or video evidence. Our customer service will work with you as soon as possible to find a solution.


- What should I do if I want to return my order outside the return period?


Be sure to deliver your return within the 30-day period before the return period expires. In the unlikely event that this does not work, we offer you the option to exchange the product for a replacement or a voucher. Ask our customer service for the possibilities.

 

- How long does a refund take?


We do our best to process returns as quickly as possible. Once we receive your return in our warehouse, we will process it within 10 working days. On the track-and-trace you receive with your return shipment, you can see when the package arrived at our warehouse. From then on, the 10 working days start. Once the refund is done, you will receive a notification. Please note that it may take up to 3 days for the refund to be visible in your bank account.

 

EU Consumer Rights – Right of Withdrawal

 

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason (the "cooling-off period").

 

To exercise your right of withdrawal, you must notify us of your decision by contacting us at [your contact email] before the 14-day period expires. You may use any clear statement to this effect.

 

Once you have notified us, you must return the goods to us within 14 days. You will be responsible for the direct cost of returning the goods unless we have agreed to bear that cost.

 

We will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we receive the returned goods. We will use the same payment method you used for the original transaction.

 

Exceptions: The right of withdrawal does not apply to goods that are clearly personalized, sealed goods that are not suitable for return due to health or hygiene reasons once unsealed, or goods that have been mixed inseparably with other items after delivery.