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Returns and exchanges

Return policy - Right of withdrawal

Have you changed your mind about your order? It’s OK, the return is very easy!

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

The products to be returned must be in the same condition in which 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 the need to allege any cause, through an unequivocal statement.

If the products concerned are foodstuffs, only unopened and intact packages may be returned. You cannot make use of your right of withdrawal on perishable products after the expiry date.

Remember! If it is a pack, it cannot be split, so it is necessary to return the whole pack.

MAIKAI PETS does not accept returns or exchanges whose written notification is made after 14 calendar days from the date on which you receive the products or a third party that you indicated when you placed the order, other than the carrier. We will not refund if the product has been opened, used or damaged, so you should be careful with the product(s) while they are in your possession.

We will not reimburse in the following cases:

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

Any return or exchange must be authorised by MAIKAI PETS.

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

How to make a return?

In order for us to manage and authorise the return, you must fill in the form at the bottom of this page, which will only appear if you are logged in with your username and password. Complete all the information with the order details and we will tell you how to do it.

Once you have received the return or exchange authorisation, you can proceed to return the products to the address indicated in the confirmation email.

The refund will be made using the same payment method you used to pay for your order, once MAIKAI PETS has received the products and we have checked that they are in perfect condition. You will be responsible for the return or exchange transport costs.

If the above conditions are met, you will be entitled to a refund of the amount you paid for the products. Only if MAIKAI PETS has made a mistake in the order will the shipping costs of the original order be refunded. In no other case will MAIKAI PETS refund the shipping costs of the original order. The refund will be made as soon as we have recovered all the products or if you can prove that you have returned the products (e.g. a tracking link).

This provision does not affect consumer rights under existing legislation.

What if my order arrives in bad condition or is wrong?

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

If this happens, we will take care of the whole process very easily and at no cost to you. Send an email to [email protected] with the order details and a photograph of what you have received, so that we can sort it out quickly.

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

If the quality control confirms the non-conformity or defects of the returned product, we will contact you to confirm that the refund has been processed. In these cases, within a maximum period of 14 calendar days, we will reimburse you for all the costs incurred, including: the amount you paid for the product(s) being returned and, where applicable, the initial shipping costs and the shipping costs generated by the return. The refund will be made by the same payment method you chose at the time of placing the order.

If no non-conformity or material manufacturing defect is detected after quality control, we will refund the price of the product, minus the initial shipping costs. In this case, the customer shall bear the shipping costs that may arise from the return.

Changes and cancellations of orders

Modification/Cancellation of an order:

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

  1. Send us an email to [email protected].
  2. Please detail in the subject “Modification/cancellation” + the order number.
  3. Tell us clearly what you want to do.
  4. In case of a modification, explain clearly which products you want to change.

Both cancellations and modifications may 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 solve your problem as quickly as possible. In any case, you are guaranteed all the rights that the laws in force guarantee you as a consumer and user.

Force majeure

The parties shall not be liable for any failure due to force majeure. Performance of the obligation shall be delayed until the case of force majeure has ceased.