Refund policy
Last updated: July 20, 2026
At MigoPaw, we aim to provide a clear and reliable shopping experience for pet owners and pet lovers.
If there is a problem with your order or you would like to request a return, please contact us using the instructions below. Return and refund requests are reviewed according to this policy, the product condition, the reason for the request, and any mandatory consumer rights that may apply.
30-Day Return Window
You may request a return within 30 days after the date your order is delivered.
To begin a return, contact us at support@migopaw.com before sending the product back.
Requests made more than 30 days after delivery may not qualify under our voluntary return policy. However, this does not limit any mandatory rights that may apply to faulty, damaged, misdescribed, or otherwise non-conforming products.
Return Eligibility
For a voluntary return to be eligible, the product generally must meet the following conditions:
- The return must be requested within 30 days after delivery.
- The product must be unused and in its original condition.
- The product must be clean and free from pet hair, odors, stains, washing, wear, or customer-caused damage.
- The product must include its original packaging, tags, components, and accessories when applicable.
- Proof of purchase or the applicable MigoPaw order number must be provided.
- The product must be returned using the instructions supplied by MigoPaw.
Products should be handled only as reasonably necessary to inspect their nature, characteristics, fit, or function. Where permitted by applicable law, a refund may be reduced if a product has lost value because it was handled beyond what was reasonably necessary for inspection.
Mandatory Consumer Rights
This Refund Policy is provided in addition to any mandatory consumer rights that apply under the laws of the customer’s country or region.
Customers in the United Kingdom and supported European Union countries may have a statutory right to cancel eligible online purchases within the applicable legal cancellation period, subject to legally permitted exceptions.
Mandatory rights concerning faulty, damaged, misdescribed, or non-conforming products are not limited by our voluntary 30-day return conditions or by a request to report delivery problems within 7 days.
Made-on-Demand Products
Some MigoPaw products are produced or printed only after an order is placed.
A standard, non-personalized product is not automatically excluded from return only because it was produced or printed after the order was submitted.
However, products made to the customer’s individual specifications, personalized products, or products customized specifically at the customer’s request may be non-returnable where permitted by applicable law, unless they arrive damaged, defective, incorrect, or materially different from the order.
Non-Returnable Items
The following products generally cannot be returned unless they arrived damaged, defective, incorrect, or applicable law requires otherwise:
- Personalized products or products made according to the customer’s individual specifications.
- Products that have been used, washed, altered, damaged, or excessively worn after delivery.
- Products containing pet hair, odors, stains, dirt, or customer-caused damage.
- Sealed products that are not suitable for return for health or hygiene reasons after the seal has been broken, where applicable.
- Products missing original components, accessories, or packaging where their absence materially affects the product’s condition or value.
- Gift cards, if offered.
- Products returned without following the return instructions provided by MigoPaw.
Standard non-personalized made-on-demand products are not automatically included in this non-returnable list.
How to Request a Return
To request a return, email support@migopaw.com and include:
- Your full name
- Your MigoPaw order number
- The product you would like to return
- The reason for the return
- Clear photographs if the product is damaged, defective, incorrect, or materially different from the description
We will review the request and provide the applicable return instructions and return address.
Please do not send a product to the business address shown on our website unless our return instructions specifically direct you to use that address. Return locations may vary depending on the product and fulfillment partner.
Returning the Product
After receiving return instructions, please send the product back within the period stated in those instructions.
We recommend using a trackable shipping service and retaining the shipping receipt until the return has been completed.
MigoPaw is not responsible for a returned package that is lost in transit when the return shipping method was arranged and purchased independently by the customer, except where applicable law provides otherwise.
Return Shipping Costs
For preference-based returns, including a change of mind, incorrect size selection, or design preference, the customer is generally responsible for the return shipping cost unless applicable law requires otherwise.
We do not normally provide prepaid return labels for preference-based returns.
If the return is caused by a product arriving damaged, defective, incorrect, or materially different from the order, MigoPaw will provide an appropriate solution and will cover or reimburse reasonable return shipping costs where required.
Return shipping costs paid by the customer are not refundable for preference-based returns unless applicable law requires otherwise.
Damaged, Defective, or Incorrect Products
Please inspect your order after delivery.
If a product arrives damaged, defective, incorrect, or materially different from what you ordered, contact us as soon as reasonably possible at support@migopaw.com.
Reporting the issue within 7 days after delivery helps us investigate the shipment with the supplier, fulfillment partner, or carrier promptly. However, this requested reporting period does not limit mandatory consumer rights that may apply.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging and shipping label
- Any other information reasonably needed to review the issue
After reviewing the information, we may provide a replacement, refund, repair where appropriate, or another solution required by applicable law.
Refund Review
After we receive and inspect an eligible return, we will notify you whether the refund has been approved and whether any deduction applies because of the returned product’s condition.
A refund will not be refused solely because the product was produced on demand when it is a standard, non-personalized product otherwise eligible for return.
Refund Method and Processing Time
Approved refunds are issued to the original payment method used for the order.
MigoPaw will normally initiate an approved refund within 5 business days after the returned product has been received and inspected.
Where a mandatory statutory cancellation right applies, the refund will be processed within the period required by applicable law. Where legally permitted, we may wait until we receive the returned product or acceptable evidence that it has been sent back.
After MigoPaw initiates the refund, your bank, PayPal, card issuer, or other payment provider may require an additional 5–10 business days to display the refund in your account.
If more than 15 business days have passed since we confirmed that a refund was issued, contact us at support@migopaw.com.
Original Shipping Charges
MigoPaw provides Free Standard Shipping to supported launch countries, so eligible orders do not normally include a separate Standard Shipping charge.
If a paid delivery method is offered in the future, outbound shipping charges will be refunded only where required by this policy or applicable law.
Any additional amount paid for an optional premium or expedited shipping service may not be refundable beyond the cost of the standard delivery service, where permitted by applicable law.
Replacements
We may offer a replacement when a product arrives damaged, defective, incorrect, or materially different from the order.
Replacement availability may depend on product availability, supplier availability, production requirements, fulfillment status, and the supported delivery destination.
If a suitable replacement is unavailable, we may provide a refund or another appropriate solution.
Exchanges
MigoPaw does not currently offer direct exchanges for preference-based reasons such as size, color, or design selection.
Where a voluntary return is approved, the customer may return the eligible product and place a new order for the preferred product or variant.
This section does not affect replacements or other remedies for products that arrive damaged, defective, incorrect, or non-conforming.
Order Changes and Cancellations
If you need to request an order change or cancellation, contact us as soon as possible at support@migopaw.com.
We cannot guarantee that an order can be changed or canceled after processing, production, fulfillment, or shipping has started.
Made-on-demand products may enter production shortly after the order is confirmed, and supplier-fulfilled products may also enter processing quickly.
Nothing in this section removes a mandatory cancellation right that applies under applicable consumer law.
Restocking Fees
MigoPaw does not charge a restocking fee for an approved return.
This does not prevent a lawful deduction for diminished value caused by handling beyond what was reasonably necessary to inspect a product, where applicable law permits such a deduction.
Refused, Undeliverable, or Returned Packages
If a package is returned because of an incorrect or incomplete address, a failed delivery attempt, refusal, failure to collect the package, or another customer-related delivery issue, we will review the order and carrier information.
A returned package is not automatically treated as an approved return or cancellation.
Additional shipping charges may apply if the order is eligible to be sent again.
If a refund is approved, reasonable costs caused by the failed delivery or return may be deducted where permitted by applicable law.
Pet Product Handling
For hygiene and safety reasons, please inspect pet products carefully after delivery and before allowing a pet to use them.
Stop using a product immediately if it appears damaged, defective, broken, excessively worn, or unsuitable for continued use.
Use of a product does not remove mandatory rights relating to a defect that was present at delivery, but damage caused by misuse, inappropriate use, chewing, ordinary wear, or failure to follow product instructions may not qualify for a refund.
Policy Consistency
The return conditions shown in Google Merchant Center, product listings, and other MigoPaw sales channels should be read together with this Refund Policy.
If a platform summary differs from this page, please contact us for clarification. Mandatory consumer rights will continue to apply where required.
Contact Information
If you have questions about a return, cancellation, replacement, or refund, please contact us through our Contact page or by email.
Store Name: MigoPaw
Legal Business Operator: Rachid Attia
Business Type: Moroccan Auto-entrepreneur / Sole Proprietor
Customer Support Email: support@migopaw.com
Business Address: MigoPaw, IMM 25, NR 21, BLOC G, SALAMA 4, Kenitra 14000, Morocco