Refund policy

We want you and your pet to love your order. Please read this policy before you buy.

All sales are final

Our products ship directly from our suppliers, so we don't accept returns or exchanges for change of mind, for example if you no longer want an item or chose the wrong colour. Please check the size guide on each product page before ordering.

Damaged, faulty or wrong items: we've got you covered

If your order arrives damaged, faulty or isn't what you ordered, email us at support@muddypaws.com.co within 14 days of delivery with your order number and a photo of the problem. We'll send a free replacement or give you a full refund. You won't need to send the item back.

Lost or missing packages

If your order hasn't arrived within 25 business days of purchase, or tracking shows it as delivered but you can't find it, contact us and we'll arrange a replacement or refund where appropriate.

Wrong size?

If your boots or bed don't fit, email us within 14 days of delivery. We can't accept returns, but we'll offer you a discount on the correct size.

Cancellations

Need to cancel? Email us within 12 hours of placing your order. Once your order has been sent to our supplier, we can't cancel it.

Refunds

Approved refunds go back to your original payment method within 5–10 business days, in the currency you paid in. Your bank may take a few extra days to show it.

Your rights

This policy doesn't affect any rights you have under applicable consumer protection laws.

Contact

Questions? Email support@muddypaws.com.co and we'll reply within 1–2 business days.