Muubites - Exchange Policy
At Muubites, we strive to ensure that every product reaches you in perfect condition. However, we understand that unforeseen circumstances may arise during delivery. Our exchange policy is designed to address such situations.
1. Exchange Policy
We offer exchanges under the following conditions:
Incorrect Item Delivered: If you receive an item different from what you ordered, please notify us within 5 days of receiving the item. The incorrect item must be returned in its original, unused condition, with all tags and packaging intact.
Defective or Damaged Items:
- Before Shipping: We thoroughly inspect all items before they are packed and shipped. If you believe you have received a defective item, please report it within 3 days of delivery. The item must be unused and in its original packaging for the exchange to be processed.
- Damage During Transit: If your item was damaged during delivery, please contact the courier immediately and report the damage. You should also notify us within 48 hours of receiving the package. We will work with you and the courier to resolve the issue, which may involve the courier's insurance process. Please keep all original packaging and provide photos of the damage for documentation purposes.
Size or Fit Issues (for Pet Apparel/Accessories): If you purchase an item that does not fit your pet, you may exchange it for a different size (if applicable). The item must be in new, unused condition, with tags attached.
2. How to Initiate an Exchange
- To start an exchange, please contact us at +60107803299 with your order number and details of the item you wish to exchange.
- If the returned item meets our criteria, we will process the exchange. If the exact item is unavailable, we’ll offer an alternative of equal value or store credit.
- Exchange item will be shipped to the original address within 3 business days after we receive and inspect the returned item.
3. Return Shipping
- The customer is responsible for return shipping costs unless the exchange is due to an error on our part (such as sending the wrong item).
- For items damaged during transit, return shipping costs may be covered as part of the resolution process with the courier.
4. Items Not Eligible for Exchange
- Perishable goods (e.g., pet food, treats), sale items, and personalized or custom-made products are not eligible for exchange.
- Items marked as "Final Sale" cannot be exchanged.
5. Additional Support
Our priority is to ensure your satisfaction. If you have any questions or need further assistance, please contact us:
Muubites
Email:muubites@gmail.com
Phone:+60107803299