Refund policy
At My Love for Pets, your pet’s satisfaction and well-being are our top priorities. While we strive to offer high-quality products, we understand that exchanges or returns may sometimes be necessary.
To ensure a transparent and secure experience, our policy is based on the Brazilian Consumer Defense Code (Law No. 8,078/1990)..
1. Right of Withdrawal (Cancellation of Purchase)
In accordance with Article 49 of the Consumer Defense Code, for online purchases, you have up to 7 (seven) calendar days from the date you receive your product to request a cancellation and return due to a change of mind.
Conditions for returns due to a change of mind:
The product must be in its original packaging, with no signs of use or alteration.
It must be accompanied by all accessories, manuals, and the original invoice (or proof of purchase).
For hygiene and sanitary safety reasons, grooming products, pet cosmetics, pet beds, and chew toys/other toys must show no signs of use, and their original seals must remain intact.
2. Exchanges or Returns Due to Defects or Damage
If the product you receive has a manufacturing defect or was damaged during transit, you have up to 30 (thirty) calendar days from the date of receipt to contact us.
How to proceed:
Send an email or a WhatsApp message, including your order number and clear photos or videos showing the defect or the damage to the packaging.
Once the item arrives at our distribution center, it will undergo a technical assessment.
If the defect is confirmed, you may choose one of the following options:
Replacement with an identical product (subject to stock availability).
Store credit for the amount paid, to be used for future purchases.
A full refund of the amount paid (including shipping costs). 3. Exceptions and Special Considerations for Pet Products
Food and Pet Treats: Bags of pet food or treats with opened or tampered-with packaging cannot be exchanged or returned due to a change of mind, except in cases covered by "Satisfaction Guaranteed" programs offered directly by the manufacturer (please contact us for guidance regarding specific manufacturers).
Personalized Products: Custom-made or personalized items (such as collars or ID tags engraved with a pet’s name) may only be exchanged in the event of a manufacturing defect or an engraving error on our part.
4. Return Shipping Process
Returns due to change of mind or product defects: We cover the return shipping costs. We will provide a prepaid return shipping label (via the postal service) or arrange for the item to be picked up from your residence.
Exchanges based on customer preference (size, color, model): If the product is not defective but you wish to exchange it for a different size (e.g., clothing or harnesses that do not fit correctly), the costs for returning the original item and shipping the new one are the customer's responsibility. We recommend checking the size chart before finalizing your purchase.
5. Refund Methods and Timelines
Refunds will be processed after the returned product has been received and inspected at our facility (within 3 business days of its arrival).
Refunds will be issued according to the original payment method used for the order:
PIX: The refund will be issued via bank transfer to the PIX key associated with the purchaser within 3 business days.
Credit Card: We will request a chargeback from your credit card issuer within 5 business days. The actual posting of the credit to your statement is handled by the card issuer and may take 1 to 2 billing cycles to appear. Bank Slip (Boleto): The amount will be deposited via PIX or TED into the bank account linked to the buyer’s CPF (tax ID) within 5 business days.
6. How to Request a Return or Refund
To begin the process, please contact our support team, providing your order number and the reason for your request:
Email: contatoskoth@gmail.com
Support Hours: Monday to Friday, from 9:00 AM to 6:00 PM
Tips for customization:
Personalized Tags and Items: If you do not sell items engraved with a pet’s name, you may remove that mention from section 3.
Exchanges for Clothing/Harnesses: If your store covers the cost of the first size exchange, please adjust point 4 to highlight this as a benefit for the customer.