retour et remboursement

We want you and your pet to be completely happy with your Molly Mutt purchase. If something isn't quite right, we're here to help make it right.

 YOUR RIGHT OF WITHDRAWAL
Your legal rights under EU law

In accordance with European consumer protection legislation, you have a legal right to withdraw from your purchase within 14 days without having to give any reason or pay any penalty.

The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier and indicated by you, physically takes possession of the last item ordered.

How to exercise your right of withdrawal
If you'd like to return all or some of your purchase, please send us an email at returns@mollymutt.eu within 14 days of the date your order arrived. In your message, please specify:

1) Order number
2) Item(s) you want to return or exchange
3) Reason why you don't want it anymore (you're not obliged to tell us, but this helps us improve our products and service)

You may use the withdrawal form template at the bottom of this page, although this is not mandatory.

What happens after you withdraw
We will refund you for all payments we have received from you, no later than 14 days from the day we are informed of your decision to withdraw.

Refund method:
We will process your refund using the same payment method you used for your original purchase, unless you expressly agree to a different method. You will not incur any fees for this refund.

Alternative option:
You can choose to receive a voucher code instead of a refund, which will be issued once we receive your returned item. The voucher will be for the full value of your return and can be used on any future purchase.

We may withhold the refund until we have received the products back or until you have supplied evidence of having sent the products back, whichever is earliest.
 
HOW RETURNS WORK
Return conditions

Products must be returned:

- Unused – not put to use with your pet
- In original packaging – or similar protective packaging
- In the same condition as received – clean and undamaged

What "used" means
We cannot accept returns or offer refunds/exchanges for used or washed items. "Used" includes, but is not limited to:

- Full of fur
- Smells of smoke or perfume
- Scratched or other damage
- Dirty or dusty
- Discolouration
- Washed or dried

In these cases, we reserve the right to refuse the return or apply a reduction to the refund proportional to the depreciation of the product.

Return shipping
Do you offer free returns?
We're a small company trying to compete with some huge pet brands, and we're proud to offer free shipping on some orders to selected countries in Europe. Unfortunately, we can't compete on all fronts, so we're not able to offer free returns as well.

What we do offer:
We offer our preferential shipping rates for your return, which are substantially cheaper than what you'll find if you go to your local post office. This return shipping rate can be deducted from your refund or voucher code amount, if you prefer.

How to send your return:
You must return the products to our address without undue delay and, in any event, no later than 14 days after you have communicated your decision to withdraw.

Packaging tip:
Try to use the same box you received with your purchase, or a smaller one (if you're not returning the entire order) to minimise additional return shipping charges.
 
DEFECTIVE OR DAMAGED ITEMS
My item is defective
Please contact us right away by email at returns@mollymutt.eu so we can investigate and resolve your issue. If you've received a defective or damaged item, we will cover the return shipping costs and promptly proceed with an exchange or full refund.

 EXCHANGES
We don't process direct exchanges. If you'd like a different item:

1) Return your original item following the process above
2) Place a new order for the item you want once the refund is issued, or use the voucher code we'll provide

This way, you can get exactly what you want without waiting for us to process the exchange.

 PROCESSING TIMES
Confirmation: We'll confirm receipt of your return request by email within 1-2 business days
Refund: Processed within 14 days of receiving your returned product
Voucher code: Issued within 14 days of receiving your returned product
 
CONTACT US
If you have any questions about returns and refunds, please contact us:

Email: returns@mollymutt.eu

We're here to help and will respond as quickly as possible.
 
WITHDRAWAL FORM TEMPLATE
(You may use this form if you wish to withdraw from your purchase, but it's not mandatory)

To: Molly Mutt Europe
Email: returns@mollymutt.eu

I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) purchase of the following product(s):

Order number: ___________________
Date of order: ___________________
Date of receipt: ___________________
Item(s) to return: ___________________
Reason for return (optional): ___________________
Name: ___________________
Address: ___________________
Email: ___________________
Date: ___________________
Signature (if sending by post): ___________________

(*) Delete as appropriate