Refund policy
Last updated: September 23, 2026
At MigoPaw, we aim to provide a clear, fair, and reliable shopping experience for pet owners.
If there is a problem with your order or you would like to request a return, cancellation, replacement, or refund, please contact us using the instructions below.
Requests are reviewed according to this Refund Policy, the circumstances of the order, the condition of the product, the reason for the request, and any mandatory consumer rights that may apply.
This Refund Policy provides MigoPaw's voluntary return terms in addition to any consumer rights or legal remedies that cannot lawfully be excluded, restricted, or limited.
30-Day Return Request Window
MigoPaw offers a voluntary 30-day return request window for eligible products.
You may request an eligible voluntary return within 30 days after the date the applicable product is delivered.
To begin a return, contact us at support@migopaw.com before sending the product back.
Please do not return a product without first receiving return instructions from MigoPaw.
Requests submitted more than 30 days after delivery may not qualify under our voluntary return policy.
This voluntary timeframe does not limit mandatory rights or remedies relating to products that are faulty, damaged, incorrect, misdescribed, non-conforming, or otherwise protected by applicable consumer law.
Eligibility for Voluntary Returns
For a voluntary preference-based return to be eligible, the product generally should meet the following conditions:
- The return request is submitted within 30 days after delivery.
- The product has not been used beyond what is reasonably necessary to inspect its nature, characteristics, appearance, size, fit, or function.
- The product is clean and free from pet hair, odors, stains, washing, excessive wear, alteration, or customer-caused damage.
- Original packaging, tags, components, and accessories are included when reasonably available and applicable.
- Proof of purchase or the applicable MigoPaw order number is provided.
- The product is returned according to the return instructions provided by MigoPaw.
A customer may reasonably inspect a product to determine its nature, characteristics, appearance, size, fit, or function.
Where permitted by applicable law, a refund may be reduced if a returned product has lost value because it was handled beyond what was reasonably necessary for inspection.
Mandatory Consumer Rights
This Refund Policy applies in addition to mandatory consumer protections that may apply under the laws of the customer's country or region.
Customers in the United Kingdom and supported European Union countries may have statutory withdrawal, cancellation, refund, repair, replacement, price-reduction, conformity, or other consumer rights in addition to MigoPaw's voluntary 30-day return policy.
For eligible distance purchases in European Union countries, consumers may have statutory withdrawal rights beginning from receipt of the goods, subject to applicable requirements and legally permitted exceptions.
For eligible distance purchases in the United Kingdom, consumers may also have statutory cancellation and return rights for qualifying distance purchases, subject to applicable requirements and legally permitted exceptions.
Statutory rights may apply independently of MigoPaw's voluntary return conditions.
Mandatory rights concerning faulty, damaged, incorrect, misdescribed, or otherwise non-conforming products are not limited by our voluntary 30-day return request window or by any request to report an issue within 7 days.
Products That May Not Qualify for a Voluntary Return
The following products generally may not qualify for a voluntary preference-based return unless they arrived damaged, defective, incorrect, misdescribed, non-conforming, or applicable law requires otherwise:
- Products that have been used beyond reasonable inspection, 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 an applicable seal has been broken, where a legally valid hygiene exception applies.
- Products missing important components or accessories where their absence materially affects the product's condition or value.
- Gift cards, if offered.
Nothing in this section removes or limits mandatory consumer rights relating to defective, damaged, incorrect, misdescribed, or otherwise non-conforming goods.
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 when the product is damaged, defective, incorrect, misdescribed, or materially different from the order
We will review your 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, fulfillment location, destination, applicable fulfillment arrangement, and circumstances of the return.
A return sent to an unauthorized address may delay or prevent proper processing of the return.
Returning the Product
After receiving return instructions, please send the product back within the timeframe stated in those instructions or within any applicable statutory return period.
When you arrange the return shipment yourself, we recommend using a trackable shipping service and retaining the shipping receipt and tracking information until the return has been completed.
Where the customer independently arranges and purchases return shipping, MigoPaw is generally not responsible for a returned package that is lost during return transit, except where applicable law provides otherwise.
Return Shipping Costs
For voluntary preference-based returns, such as a change of mind, incorrect size selection, color preference, or design preference, the customer is generally responsible for the direct cost of returning the product where permitted by applicable law.
MigoPaw does not normally provide prepaid return labels for voluntary preference-based returns.
If a return results from a product arriving damaged, defective, incorrect, misdescribed, materially different from the order, or otherwise non-conforming, MigoPaw will provide an appropriate resolution and will cover or reimburse reasonable return shipping costs where required by applicable law.
Return shipping paid by the customer for a voluntary preference-based return is generally not refundable unless applicable law requires otherwise.
Damaged, Defective, Incorrect, or Misdescribed Products
Please inspect your order after delivery.
If a product arrives damaged, defective, incorrect, misdescribed, materially different from what you ordered, or otherwise non-conforming, contact us as soon as reasonably possible at support@migopaw.com.
Reporting the issue within 7 days after delivery helps us review the product, shipment, carrier information, and fulfillment records promptly.
This requested reporting period does not limit any mandatory consumer right that may continue beyond those 7 days.
Please provide, where relevant:
- Your MigoPaw order number
- A clear description of the issue
- Clear photographs of the product
- Photographs of the packaging
- Photographs of the shipping label
- Relevant tracking information where available
- Any other information reasonably necessary to review the issue
Depending on the circumstances and applicable law, an appropriate resolution may include a replacement, repair where appropriate, refund, price reduction, or another legally required remedy.
Missing Items or Incomplete Orders
If an item appears to be missing from your order, please first review any available shipping and tracking information.
Products within the same order may sometimes be fulfilled from different locations and may therefore arrive in separate packages.
If one package arrives before another, this does not necessarily mean that part of your order is missing.
If all expected shipments have been delivered and an item is still missing, contact us at support@migopaw.com with your order number and the details of the missing item.
Refund Review
After we receive and inspect an eligible return, we will notify you of the outcome of the return review.
If approved, we will confirm the applicable refund and whether any lawful deduction applies because of the condition of the returned product.
If a voluntary return does not meet the conditions described in this policy, we will review the circumstances and any mandatory consumer rights that may still apply before determining the outcome.
Refund Method and Processing Time
Approved refunds are normally issued to the original payment method used for the order whenever possible.
For approved voluntary returns, MigoPaw will normally initiate the refund within 5 business days after the returned product has been received and the return review has been completed.
Where a mandatory statutory cancellation, withdrawal, or refund right applies, the refund will be processed within the timeframe required by applicable law.
Where legally permitted, we may wait until the returned product has been received or until acceptable evidence of return shipment has been provided before completing the refund.
After MigoPaw initiates a refund, the customer's bank, card issuer, digital payment service, or other payment provider may require additional processing time before the refunded amount appears in the customer's account.
This additional payment-provider processing period is commonly approximately 5–10 business days, although actual timing depends on the applicable financial institution or payment provider.
If more than 15 business days have passed since MigoPaw confirmed that your refund was issued and the amount has not appeared, please contact us at support@migopaw.com.
Original Shipping Charges
MigoPaw currently offers Free Standard Shipping on eligible orders delivered to supported destinations, so eligible orders normally do not include a separate Standard Shipping charge.
If a paid shipping service is offered in the future, outbound shipping charges will be refunded where required by applicable law or by the applicable terms of that shipping service.
If a customer voluntarily selects an optional premium or expedited shipping method, any amount paid above the cost of standard delivery may not be refundable where applicable law permits this.
Replacements
We may offer a replacement when a product arrives damaged, defective, incorrect, misdescribed, materially different from the order, or otherwise non-conforming.
Replacement availability may depend on the product, selected variant, inventory availability, fulfillment availability, shipping configuration, and supported delivery destination.
A replacement product may also be subject to destination-specific availability or shipping restrictions.
If an appropriate replacement is unavailable, we may provide a refund or another applicable remedy.
Exchanges
MigoPaw does not currently offer direct exchanges for voluntary preference-based reasons such as size, color, or design selection.
Where a voluntary return is approved, the customer may return the eligible product according to the instructions provided and place a new order for the preferred product or variant.
This section does not affect replacements, refunds, repairs, or other remedies available for damaged, defective, incorrect, misdescribed, or otherwise non-conforming products.
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, preparation, fulfillment, or shipment has started.
Orders may enter processing quickly after confirmation, so contacting us promptly gives us the best chance to assist with a requested change or cancellation.
Nothing in this section removes or limits a mandatory cancellation, withdrawal, or other consumer right that applies under applicable law.
Restocking Fees
MigoPaw does not charge a restocking fee for an approved return.
Where permitted by applicable law, this does not prevent a lawful deduction for diminished value caused by handling beyond what was reasonably necessary to inspect the nature, characteristics, appearance, size, fit, or function of the product.
Refused, Undeliverable, or Returned Packages
If a package is returned because of an incorrect or incomplete address, unsuccessful delivery attempt, refusal of delivery, failure to collect the package, or another delivery-related issue, we will review the order and available carrier information.
A package being returned to sender does not automatically mean that the order qualifies for an approved return, cancellation, or refund.
If reshipment is possible, additional shipping costs may apply when the failed delivery resulted from customer-provided information or another customer-related delivery issue.
If a refund is approved, reasonable costs directly caused by the failed delivery or return may be deducted only where permitted by applicable law.
Packages Marked as Delivered
If tracking shows that a package has been delivered but you cannot locate it, please first check:
- Around the delivery location
- With household members
- With neighbors
- With building reception, concierge, or management where applicable
- With the applicable shipping carrier
In some cases, a carrier's delivery status may update shortly before the package is physically delivered.
If the package still cannot be located, contact us at support@migopaw.com with your order number and tracking information.
We will review the available information and assist where reasonably possible.
Pet Product Handling
Please inspect pet products carefully after delivery and before allowing a pet to use them.
Please follow applicable sizing information, care instructions, assembly guidance, supervision guidance, warnings, and other product information provided on the product page or packaging.
Stop using a product if it appears damaged, defective, broken, excessively worn, loose, or otherwise unsuitable for continued use.
Use of a product does not remove mandatory rights relating to a defect or lack of conformity that existed at the time of delivery.
However, damage caused after delivery by misuse, inappropriate use, chewing, ordinary wear and tear, improper care, alteration, or failure to follow applicable product instructions may not qualify for a voluntary refund or remedy unless applicable law requires otherwise.
Product and Destination Availability
MigoPaw currently supports delivery to:
- United States
- United Kingdom
- France
- Germany
- Netherlands
Not every MigoPaw product is necessarily available for delivery to every supported destination.
Product availability may vary depending on the product, fulfillment configuration, shipping-route availability, product characteristics, carrier availability, destination restrictions, or other operational considerations.
As a result, a product that is available in one supported country may not necessarily be available in every other MigoPaw market.
If a replacement, reshipment, or new order cannot be delivered to a particular destination, we will review the available options and any applicable consumer rights before determining the appropriate next step.
Policy Consistency
MigoPaw aims to keep return and refund information consistent across our website, checkout experience, product listings, and supported sales channels.
Short return-policy summaries displayed on a product page, checkout page, shopping platform, advertisement, or another sales channel may not contain every detail of this Refund Policy.
This page provides the complete terms of MigoPaw's voluntary return and refund policy unless a specific mandatory consumer right or applicable law provides greater protection.
Mandatory consumer rights continue to apply regardless of how a shortened policy summary is displayed through another supported channel.
Changes to This Refund Policy
MigoPaw may update this Refund Policy from time to time to reflect changes to our products, fulfillment arrangements, shipping operations, return procedures, payment methods, business operations, or applicable legal requirements.
The current version will be published on this page with the updated date shown at the top.
Changes do not retroactively remove mandatory or contractual rights relating to orders already placed where applicable law provides otherwise.
Contact Information
If you have questions about a return, cancellation, replacement, refund, missing item, or product issue, 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