Overview
At Mojous, we want you and your pup to be completely happy with every purchase. If for any reason you’re not satisfied, we’re here to make it right. Please read our policy below to understand how returns, exchanges, and refunds work.
Return Eligibility
We accept returns within 30 days of the delivery date. To be eligible for a return, your item must be unused and in the same condition that you received it, in its original packaging, and accompanied by proof of purchase such as your order confirmation email.
The following items are not eligible for return: items that have been used, washed, or damaged after delivery, items marked as final sale, and gift cards.
How to Start a Return
To initiate a return, please email us at [email protected] with your order number, the item you’d like to return, and the reason for your return. Our team will respond within 1–2 business days with instructions on how to send your item back. Please do not send your item back without contacting us first.
Return Shipping
Return shipping costs are the responsibility of the customer unless the item arrived damaged or we sent the wrong product. We recommend using a trackable shipping method, as we are not responsible for items lost in transit.
Refunds
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved. If approved, your refund will be processed and automatically applied to your original payment method within 5–10 business days. Please note that your bank or credit card company may take additional time to post the refund to your account.
Late or Missing Refunds
If you haven’t received your refund within 10 business days of our approval email, please first check your bank account and contact your credit card company, as processing times can vary. If you’ve done this and still have not received your refund, please contact us at [email protected] and we’ll look into it right away.
Exchanges
We only replace items if they are defective, damaged, or if you need a different size. If you need an exchange, please email us at [email protected] with your order number, a photo of the item if it is damaged, and the details of what you’d like instead. We’ll do our best to get the right product to you as quickly as possible.
Damaged or Wrong Items
We sincerely apologize if you received a damaged or incorrect item. Please contact us at [email protected] within 7 days of delivery with your order number and a clear photo of the item. We will send a replacement or issue a full refund at no extra cost to you.
Non-Returnable Situations
We are unable to process a return or refund in the following situations: the return request is made after 30 days of delivery, the item shows signs of use, wear, or damage caused after delivery, and the item was marked as final sale at the time of purchase.