Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at leo.nguyen24783@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at leo.nguyen24783@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at leo.nguyen24783@gmail.com.

RETURN & REFUND POLICY — MORITA PETS

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at leo.nguyen24783@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at leo.nguyen24783@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at leo.nguyen24783@gmail.com.

Your Right to Cancel (EU/UK Customers)

If you are shopping from the European Union or United Kingdom, you have the legal right to cancel your order within 14 days of receiving it, without giving any reason, under the EU Consumer Rights Directive / UK Consumer Contracts Regulations. To exercise this right, contact us at [support email] within 14 days of delivery. You may be asked to return the item at your own cost; refunds are processed within 14 days of us receiving the returned item or proof of return shipment.

Consumer Guarantees (Australian Customers)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

General Returns (all regions)

For reasons other than the statutory rights above, we accept returns within [30] days of delivery if:

The item is unused, in its original packaging, and in resalable condition.

You contact us first at [support email] to receive a return authorization — please do not send items back without contacting us first, as we may not have a return address for every product.

Due to our dropship fulfillment model, for low-value items we may, at our discretion, issue a refund or replacement without requiring the item to be shipped back, to save you the cost and hassle of return postage.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered, contact us within [14–30] days of delivery with photos of the issue and your order number. We will offer a replacement, refund, or store credit at no additional cost to you — this is in addition to, not instead of, your statutory consumer rights.

Non-Returnable Items

For hygiene reasons, the following items cannot be returned unless defective: [e.g., pet grooming tools that contact the animal directly, opened food/treats, personalized/engraved items]. This exclusion does not affect your statutory rights under EU, UK, or Australian law where applicable.

Refund Processing

Approved refunds are issued to your original payment method within [5–10] business days. Please note your bank or card provider may take additional time to reflect the refund.