Returns policy - Right of withdrawal

Have you changed your mind about your order? No problem, returns are easy!

If you've changed your mind about your order, don't worry if you haven't opened the products for your furry friend!

Products to be returned must be in the same condition as when they were received; unopened and with the original packaging and box, and within a maximum period of 14 calendar days from the day of receipt without needing to allege any reason, through an unequivocal statement.

If the products in question are food items, only unopened and intact packages can be returned. You cannot exercise your right of withdrawal for perishable products after their expiration date.

Remember! If it's a pack, it can't be divided, so you need to return the whole pack .

At MAIKAI PETS, we do not accept returns or exchanges unless notified in writing more than 14 calendar days after the date you receive the products or a third party you designated when you placed the order, other than the carrier. We will not issue any refunds if the product has been opened, used, or damaged, so please handle the product(s) with care while they are in your possession.

We will not issue a refund in the following cases:

– Products damaged due to improper use or negligence.
– Products not purchased on the Website.
– Open products.

All returns or exchanges must be authorized by MAIKAI PETS.

 

MAIKAI PETS cannot be held responsible for delays or delivery failures caused by circumstances beyond its reasonable control. Such circumstances include strikes, wars, natural disasters, or any other situation that may prevent the production, transportation, or delivery of the products.

 

 

How to make a return?

To process and authorize your return, please fill out the form below . This form will only appear if you are logged in with your username and password . Complete all the information with your order details, and we will explain the process.

Once you have received the return or exchange authorization, you can proceed to return the products to the address that will be indicated in the confirmation email.

We will issue your refund to the same payment method you used for your order, once MAIKAI PETS has received the products and verified that they are in perfect condition. Shipping costs associated with the return or exchange will be your responsibility.

If the conditions mentioned above are met, you will be entitled to a refund of the amount you paid for the products. Only if MAIKAI PETS made an error with the order will the original shipping costs be refunded. MAIKAI PETS will not refund the original shipping costs under any other circumstances. The refund will be issued once we have received all the products or if you can provide proof of return (e.g., a tracking link).

This provision does not affect the rights recognized to the consumer by current legislation.

 

What if my order arrives damaged or incorrect?

Product warranty in case of defect or not matching the purchase reference

If this happens, we'll handle the entire process for you easily and at no cost. Simply email hello@maikaipets.com with your order details and a photo of what you received so we can resolve the issue quickly.

Once we receive the returned products, we will check them with a quality control check.

If quality control confirms the returned product is defective or non-conforming, we will contact you to confirm that the refund has been processed. In these cases, within a maximum of 14 calendar days, we will refund all expenses incurred, including the amount you paid for the returned product(s) and, where applicable, the initial shipping costs and the return shipping costs. The refund will be issued using the same payment method you selected when placing the order.

If, after quality control, no nonconformity or manufacturing defect is detected, we will refund the price of the product, less the initial shipping costs. In this case, the customer will be responsible for any return shipping costs.

Order modifications and cancellations

Order Modification/Cancellation :

If you want to modify/cancel your order, follow these steps:

1. Send us an email to hello@maikaipets.com.
2. In the subject line, please specify “Modification/Cancellation” + the order number.
3. Please explain clearly what you want to accomplish.
4. If you need to make a change, please clearly explain which products you want to change.

 

Both cancellations and modifications can be made if the orders have not left the warehouse ; otherwise, you will be entitled to operate in accordance with the provisions for returns.

In all these situations, we will try to resolve your issue as quickly as possible. In any case, all the rights guaranteed to you as a consumer and user under current laws remain in effect.

Force Majeure

Neither party shall be liable for any failure to perform its obligations due to force majeure. Performance of the obligation shall be delayed until the force majeure event ceases.