Return and Refund Policy

1. When a Refund, Return or Other Remedy May Be Available

Depending on the circumstances and applicable law, customers may be eligible for a refund, return, replacement, repair, price reduction, or cancellation in the following situations:

• A product arrives damaged, defective, unsafe, expired, or materially different from its description.
• The wrong product is delivered or an item included in the confirmed order is missing.
• A product is materially misdescribed or does not conform to the purchase agreement.
• A supplier cannot fulfil an accepted order or the order is not delivered in circumstances that entitle the customer to a remedy.
• A customer exercises a valid statutory withdrawal or cancellation right.
• Another circumstance gives the customer a legal remedy under the law applicable to the purchase.

We may obtain information from the supplier or logistics provider to investigate a claim. Customers should submit claims to Mishkatmann LLC and are not required to pursue a supplier independently to obtain a remedy that Mishkatmann LLC is legally responsible for providing.

2. How to Request a Refund or Return

Please contact Mishkatmann LLC Customer Support with your order number, purchase email address, and a clear explanation of the concern. For product or packaging issues, photographs or video may help. For shipping issues, provide tracking information if available.

Customer Support: support.customer@mishkatmann.llc | +1 877 367 0139. Please include your order number in the subject line where possible.

We may request reasonable additional information where needed to investigate. We encourage customers to report visible damage, incorrect items, or missing items promptly after delivery, but an internal reporting preference will not shorten any statutory period or automatically defeat a valid claim.

Please wait for return instructions before sending a product back, unless applicable law provides otherwise. Because suppliers may ship directly, the appropriate return destination and handling requirements may differ by product.

3. Change-of-Mind Returns

Where no mandatory statutory withdrawal or return right applies, a change-of-mind return is available only if offered under the conditions disclosed before purchase. A correctly supplied product is not automatically refundable simply because the customer changes their mind, selects the wrong option, or no longer wants the item, provided no legal or contractual right to return applies.

This policy does not override statutory withdrawal rights. For example, eligible EU online purchases generally carry a 14-day withdrawal right, subject to exceptions; certain other jurisdictions provide their own statutory no-reason return periods or mandatory disclosures. The relevant regional provisions below explain our approach.

4. Product Condition and Safety

For an approved return, follow our instructions and, where reasonably possible, include the original packaging, accessories, and order details. We will apply product-condition requirements only to the extent permitted by law. Missing packaging will not automatically disqualify a customer from a statutory remedy where applicable law says otherwise.

Opened pet food, treats, medications, and hygiene-sensitive goods may be subject to lawful return restrictions when health, hygiene, contamination, or product-safety concerns make physical return inappropriate. These categories are not automatically exempt from every remedy. Customers should not return a medication or potentially contaminated item without written instructions from our team.

If a product appears unsafe, contaminated, tampered with, or expired, stop using it and contact support. We may coordinate with the supplier or manufacturer during the investigation, while continuing to meet the product-safety and customer-remedy obligations applicable to Mishkatmann LLC.

5. Return Shipping Costs

For faulty, damaged, incorrect, or materially misdescribed goods, Mishkatmann LLC will arrange or reimburse the reasonable return costs where required by applicable law. For change-of-mind returns, customers may be responsible for direct return costs if permitted by law and properly disclosed before purchase. We will advise customers of the applicable arrangement before they ship a return. Mishkatmann LLC does not charge a separate administrative fee for processing a cancellation or refund. Any return-postage responsibility for a change-of-mind return will be disclosed before the return and will apply only where permitted by law.

6. Refund Method and Timing

Once a refund is approved, Mishkatmann LLC will submit it to the original payment method within five (5) business days, or sooner if a shorter period is required by applicable law. If the original payment method cannot receive the refund, we will contact the customer to arrange a lawful alternative. The refund amount and any applicable return or delivery-cost reimbursement depend on the reason for the refund and the rules applicable to the customer’s transaction.

Where applicable law permits us to wait until returned goods or evidence of dispatch has been received, we will explain that process before the return. After we submit a refund, the bank or payment provider may require additional time to display the funds in the customer’s account. That external processing time does not extend the deadline by which Mishkatmann LLC is required to initiate the refund.

Where a monetary refund is legally required, store credit or a voucher will not be imposed as a substitute. The refund will include shipping charges, standard delivery costs, taxes, or other amounts to the extent required by applicable law.

7. Circumstances That May Not Qualify for a Refund

Subject to mandatory consumer rights, a refund may be declined where:

• A change-of-mind request is made after the applicable statutory or disclosed return period has expired and no other legal entitlement applies.
• Evidence establishes that damage occurred after delivery through misuse, neglect, unauthorised modification, or improper handling by the customer, rather than a defect or failure for which a remedy is due.
• The customer supplied an incorrect or incomplete delivery address and the resulting problem affects the available remedy under applicable law.
• A correctly supplied parcel is refused or left uncollected for reasons unrelated to a product defect or our failure to meet an obligation, and no statutory refund right applies.
• The customer requests a refund solely because the price later decreased, where no price-adjustment entitlement exists.
• A duplicate refund is requested for the same loss that has already been fully remedied.
• After a reasonable and fair investigation, the available information does not establish a basis for the specific remedy requested.

We may ask for reasonable supporting evidence, but we will not use these circumstances to deny a valid legal right. Tracking information and supplier records may be considered alongside other evidence and are not automatically conclusive in a credible dispute.

8. Regional Consumer Rights and Our Procedures

Mishkatmann LLC processes refunds and returns according to the statutory requirements governing each purchase. The regional descriptions below summarise our operating approach; local laws may provide additional or more specific rights.

8.1 United States

For US orders, Mishkatmann LLC follows applicable federal and state requirements. The FTC’s Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435) generally requires a seller to have a reasonable basis for shipping within the promised timeframe—or, when no timeframe is stated, within 30 days—and to provide the legally required delay notice, obtain consent to a delay, or cancel and promptly refund an unshipped order as required. These obligations remain relevant even though a supplier physically dispatches the product.

US federal law does not generally require every retailer to accept change-of-mind returns for ordinary online merchandise. Accordingly, those requests are handled under the return conditions disclosed at purchase and applicable state law. This does not affect rights concerning non-delivery, defective or misdescribed products, applicable warranties, or other legally protected claims.

Where the FTC rule requires a prompt refund after cancellation of unshipped merchandise, we will meet the applicable deadline and refund amount. The rule generally specifies seven working days for covered refunds, with particular provisions for certain credit transactions. Other refund claims may be governed by other deadlines.

8.2 European Union / EEA and Other European Destinations

Where EU consumer law applies, Mishkatmann LLC honours the eligible 14-day withdrawal right under Directive 2011/83/EU, subject to statutory exceptions. Customers must notify us within the applicable period and generally return the goods within 14 days after giving notice. Refunds will be handled within the applicable deadline, including standard delivery charges where required; we may withhold reimbursement until goods or evidence of return is received where the law permits.

Certain goods may be exempt from the withdrawal right under specific statutory conditions, including some goods that deteriorate rapidly and certain sealed goods unsuitable for return for health-protection or hygiene reasons where the seal has been broken. We will apply an exception only if its legal requirements are met.

For non-conforming goods, Directive (EU) 2019/771 and national implementing laws provide remedies that may include repair or replacement and, where the legal conditions are satisfied, price reduction or contract termination and refund. EU law generally establishes a minimum two-year liability period for non-conforming goods, subject to national implementation and applicable rules. Delivery and cancellation rights are also handled under applicable national law, including the framework in Article 18 of Directive 2011/83/EU.

For the United Kingdom and European countries outside the EU/EEA framework, we apply the relevant national law rather than assuming that EU rules automatically govern every purchase.

8.3 Asia-Pacific and APEC Economies

For customers in Asia-Pacific markets, Mishkatmann LLC sells selected products and arranges supplier-direct fulfilment. APEC is a forum of 21 member economies, not a single consumer-law jurisdiction, so we apply the mandatory law of the destination economy for each transaction. US-specific rules apply to US orders even though the United States is also an APEC member economy.

Depending on the destination, relevant requirements may include Australia’s Competition and Consumer Act 2010 and Australian Consumer Law consumer guarantees; China’s Law on the Protection of Consumer Rights and Interests, including its rules for qualifying online returns and goods that do not meet quality requirements; Japan’s Act on Specified Commercial Transactions, including mail-order disclosures and return-condition rules; Singapore’s Consumer Protection (Fair Trading) Act and related laws; and the applicable consumer-protection laws of Canada’s provinces and territories. The legal rules differ by economy and sometimes by product and transaction type.

For example, eligible online purchases in China may carry a statutory seven-day no-reason return right, subject to legal exceptions and conditions. Japan does not generally apply an EU-style cooling-off right to ordinary mail-order sales, but legal disclosure and return rules still apply. Australian consumer guarantees may require a remedy for goods that fail to meet statutory guarantees, and a business cannot contract out of mandatory consumer rights. We will apply the rules relevant to the actual destination and will not treat APEC as a uniform return regime.

Where another APEC economy or destination country grants a mandatory refund, cancellation, replacement, warranty, or withdrawal right, we will honour it even if it differs from our general change-of-mind policy.

9. Delivery Problems and Supplier Coordination

If an order has not arrived within the applicable timeframe, contact our support team with the order number and tracking details. We will follow up with the relevant supplier or shipping partner, request available information, and communicate the next steps.

If an order cannot be delivered, or the delay reaches a point where applicable law gives the customer a right to cancel or obtain a refund, we will provide the required remedy. Customers will not be required to resolve the matter directly with the supplier as a condition of receiving a refund that Mishkatmann LLC is legally required to provide.

10. Duplicate or Suspected Fraudulent Claims

We may investigate claims that contain material inconsistencies or appear to seek duplicate reimbursement. Our review may include order and payment records, customer communications, product evidence, tracking information, and supplier or logistics records. Where the same order and same loss are subject to repeated claims, we may consolidate them into one case and decline duplicate compensation once the loss has been fully remedied, subject to applicable law.

We do not assume that a complaint is fraudulent merely because a customer requests a refund, has contacted us more than once, or disputes a delivery record. Each claim will be considered on its own facts, and fraud-prevention procedures will not be used to defeat mandatory consumer rights.

CONTACT US

Mishkatmann LLC Customer Support:

Mishkatmann LLC is registered in the State of New Mexico, United States, and sells selected pet products through its website. The registered business address and customer-service channels below are provided for customer enquiries, order support, cancellations, returns and privacy requests.

Email: support.customer@mishkatmann.llc
Customer care: +1 877 367 0139
Website: https://mishkatmann.llc
Registered address: 1209 MOUNTAIN ROAD, PL NE STE R ALBUQUERQUE, NM 87110

Please include your order number and clearly state whether your request concerns a cancellation, change-of-mind return, product issue, or delivery problem. Our team will review the request and coordinate with the relevant supplier or fulfilment partner where necessary.