Returns & Refunds

Overview

This policy applies to orders placed on the Muttfield online store. You can request a return within 7 days of delivery.

Eligible returns

Change of mind or wrong size: items must be unused, unwashed, free of pet hair and odors, and returned in their original packaging with all tags and accessories.

Damaged, defective or wrong items: if your item arrives damaged, has a manufacturing defect or isn't what you ordered, contact us within 7 days of delivery with your order number and photos or a short video of the problem and the packaging.

Items we can't accept

Items that have been used, washed or damaged by pets (chewing, scratching, digging)
Normal wear and tear, or damage caused by misuse or incorrect cleaning
Items returned without contacting us first
Requests made more than 7 days after delivery

How to start a return

Email fastenerhero@gmail.com with your order number, the item and the reason for the return.
We will review your request and reply with return instructions and the return address.
Ship the item back using a trackable service and send us the tracking number.

Return shipping

For damaged, defective or wrong items, we will arrange a replacement or refund at no extra cost to you. For change-of-mind returns, return shipping is paid by the customer and original shipping fees are not refundable.

Refunds

After we receive and inspect your return, we will email you to confirm whether the refund is approved. Approved refunds go back to your original payment method. Your bank or card issuer may take a few additional business days to post the refund.

Exchanges

If you need a different size or color, request a return for the original item and place a new order, or email us and we will help you arrange an exchange when stock allows.