Refunds Policy

Refunds Policy

Returning a product if you change your mind

If you have simply changed your mind about a product, MIHIJO Pet will consider your return provided that:

  • The product is returned to us within 30 days of the date you purchased the product;
  • The product is in the same condition as when received by you; and
  • The product is in its original packaging, including any instruction manuals and accessories.

MIHIJO Pet reserves the right to refuse to offer a change of mind return where the above conditions are not met. Subject to the conditions of this Return Policy, where we accept a return for change of mind, we will offer you a refund in the form of a store credit only. The store credit amount would be for the cost of the product minus all the freight cost incurred by MIHIJO Pet including the original freight cost and the returned freight cost. No store credit will be given before the product is received by MIHIJO Pet.

 

The product is damaged in transit

If you receive a product that is faulty or damaged in transit, we will accept your return provided that:

  • The case be reported to our customer service team and photographic evidence of the damage must be submitted via email within 3 days of receiving the item;
  • The product is in the same condition as when received by you; and
  • The product is in its original packaging, including any instruction manuals and accessories.

Subject to the conditions of this Returns Policy, where we accept a return that is damaged in transit, we will organise pick up of the damaged unit and redispatch another unit to you. The replacement unit will not be dispatched before the damaged unit is received by MIHIJO Pet.

 

The product is faulty

If you receive a product that is faulty, we will accept your return provided that:

  • The case be reported to our customer service team following the return process listed below;
  • The product is in the same condition as when received by you; and
  • The product is in its original packaging, including any instruction manuals and accessories.

Subject to the conditions of this Returns Policy, where we accept a return that is faulty, the Product will be repaired or replaced in accordance with the MIHIJO Pet Confidence 12 months warranty terms.

 

Return Process

If you wish to make a return under this policy, you will need to:

  1. Contact us by email on the details below;
  2. A member of the MIHIJO Pet support team will determine if a return is acceptable in the circumstances. Where a return is appropriate, we will issue you with a Return Authorisation Number ("RA Number");
  3. At this time, our support team will provide you with any additional details that you may require to complete the return process;
  4. Once an RA Number has been issued to you, you must return the product to MIHIJO Pet within 14 days. If MIHIJO Pet has not received the returned product within the 14 days, the return case will be closed. Please contact our support team if you will not be able to return the product within this 14 day period.

Once MIHIJO Pet has received the product, it will assess the product to determine if the return will be accepted and a refund provided.

*Please note that any returns sent to our office without an RA Number will not be processed. It is important that you contact our support team and obtain your RA Number prior to returning a product.

 

Contact Details

Customer Service: bark@mihijopet.com

MIHIJO Pet Pty Ltd

Level 5, 10-16 Queen Street

Melbourne, VIC 3000

Australia