Return & Refund Policy

At Mythical Paws, we want you and your pet to love your purchase. If something doesn’t work out, here’s how returns, refunds, and exchanges are handled.

1. Return Window: You may request a return within 30 days from the delivery date of your order.

  • Start Date: The 30-day return period begins strictly from the date the carrier marks the package as "Delivered" in the tracking system.

  • Note on Shipping Delays: Shipping delays caused by carriers, customs, or high volume are out of our control. If your order arrives later than expected but is otherwise in perfect condition, this does not qualify as a defect, and standard return rules apply (customer covers return shipping).

2. Eligibility for Returns: To qualify for a return, items must:

  • Be in the same condition as received

  • Be unused, unworn, and unwashed

  • Be in original packaging with all tags attached

  • Include proof of purchase

  • Important: Items showing signs of use, pet hair, odor, damage, or washing are not eligible for return.

  • (Exception: If an item has a manufacturing defect or breaks immediately upon first use, it must be reported within 5 days of delivery with clear video evidence to qualify for a replacement).

3. Exchanges: We do not offer direct exchanges. If you need a different size or color, please follow the return process for the original item and place a new order for the correct item. This ensures you get your new item much faster!

4. How to Start a Return: To request a return, email us at info@mythicalpaws.shop with your order number and reason for return.

  • Do not send items back to the address on the package. If approved, we will provide the correct return address (US or UK, depending on your location).

  • Once approved, the item must be shipped back within 14 days. Returns sent without approval or outside this timeframe may be rejected.

5. Damaged, Defective, or Incorrect Items: Please inspect your order upon delivery. If your item is damaged, defective, or incorrect, contact us within 5 days of delivery.

  • Clear photos or videos must be provided.

  • If the damage is confirmed, we may offer a free replacement or a refund at our discretion.

  • Note: Claims for damage made after 5 days may be denied.

6. Non-Returnable Items: The following items cannot be returned:

  • Opened pet food, treats, grooming, or hygiene products

  • Custom or personalized items

  • Gift cards

7. Refused or Unclaimed Packages: Refusing delivery does not automatically cancel an order. If a package is refused by the customer, or returned due to an incorrect address/failure to claim:

  • A 20% restocking fee will be deducted from your refund.

  • Any return shipping fees charged by the carrier to send the package back to us will also be deducted.

  • We cannot issue a refund until the refused package is physically received and processed by our warehouse.

8. Return Shipping & Costs:

  • Defective Items: We cover the return shipping cost.

  • Change of Mind / Sizing: The customer is responsible for return shipping costs. Please note that international return shipping costs vary by country and are the responsibility of the customer.

  • Refund Amount: Since we offer Free Shipping on all orders, you will receive a refund for the full price you paid for the item.

  • Restocking Fee: We do not charge a restocking fee for standard, approved returns. The 20% restocking fee applies only to refused or unclaimed shipments.

9. Refunds:

  • Inspection Time: Once your return is received, please allow 3–5 business days for our team to inspect the item.

  • Approval: We will notify you via email once approved. Refunds are processed only after the return is inspected. We cannot refund items lost in transit back to us. please use a trackable shipping service.

  • Payment Method: Approved refunds are issued strictly to the original payment method. We cannot refund to a different card or bank account for security reasons.

  • Timing: Once issued, please allow up to 10 business days for your bank to post the funds.

10. Chargebacks & Disputes: We are here to help! If you have an issue, please contact us at info@mythicalpaws.shop before filing a dispute with your bank. We can typically resolve issues faster than the bank's dispute process. Filing a fraudulent chargeback (e.g., claiming "Item not received" when tracking shows delivered) may result in the restriction of future orders from our store.

11. Order Cancellations: Orders may be requested to be cancelled within 12 hours of purchase.

  • Important: Because our system is automated to process orders quickly, we cannot guarantee cancellation even within the 12-hour window if the order has already entered the processing or shipping phase.