Refund policy

Return & Exchange Policy

At MOFU MOFU, your satisfaction is important to us. That said, to safeguard product quality, hygiene, and integrity, we have implemented the following return and exchange policy. This policy takes effect immediately.

By completing a purchase with us, you confirm that you have read, understood, and agreed to the terms outlined below.

 

 

1. Return & Exchange Timeframe

All return or exchange requests must be submitted within seven (7) days from the date you receive your order. Requests made after this period will not be entertained, and all sales will be deemed final.

Items sent back without prior approval, or outside the stated timeframe, will be rejected and returned to the sender at their own cost.

 

 

2. Eligibility for Returns or Exchanges

We only consider returns or exchanges under the following specific circumstances. Each case must be supported with the required documentation:

a. Manufacturing or Production Defects

Products with confirmed manufacturing faults or production-related damage may qualify.
Customers must provide clear photographic evidence along with a written declaration (affidavit) describing the issue.

b. Defective or Spoiled Products

This applies strictly to items received in an unusable condition, such as broken treats or spoiled/rancid food.
Clear photos must be submitted within fifteen (15) days of receipt for assessment.

c. Severe Allergic Reactions

Returns related to allergic reactions will only be accepted if accompanied by official veterinary documentation.

The report must clearly state:

  • The nature and severity of the reaction

  • A professional diagnosis

  • Confirmation linking the reaction directly to our product

 

 

3. Return Shipping Responsibility

Approved Defective or Incorrect Items

If a return is approved under the defective criteria, MOFU MOFU will cover the return shipping cost.

Customers may choose their preferred courier service to return the item to our assigned drop-off location. However, a return appointment must be arranged in advance.

MOFU MOFU will not be held responsible for courier delays, third-party handling issues, or additional shipping-related charges.

 

 

4. Return & Exchange Procedure

To begin a return or exchange request, please follow the steps below:

  1. Email our customer support team at admin@mofumofupetfood.com within 7 days of receiving your order.

  2. Include your order number, a detailed explanation of the issue, and all relevant supporting materials (photos, videos, or veterinary documents).

  3. Our team will review your submission and, if approved, issue a Return Authorization Number (RAN).

  4. Only authorized returns will be accepted.

  5. Once we receive the returned item, it will undergo inspection. Refunds or exchanges will only be processed if the item passes our assessment.

 

 

5. Non-Eligible Reasons for Returns or Refunds

MOFU MOFU reserves full discretion to approve or reject any return request. The following situations do not qualify for refunds or exchanges:

a. Pet Preference or Refusal to Eat

Returns will not be accepted if a pet simply dislikes or refuses the product.
To minimize this risk, we strongly recommend starting with our Trial Packs, which allow gradual food transitions.

b. Mild Digestive Changes Without Medical Proof

Temporary issues such as soft stools or minor stomach discomfort are common during food transitions and are not refundable.

Only severe allergic reactions verified by a licensed veterinarian will be considered.

c. Change of Mind or No Longer Required

Returns due to personal preference changes, over-purchasing, or revised feeding plans will not be accepted under any circumstances.

d. Product Not Meeting Specific Health Expectations

If a product is purchased for targeted health outcomes (e.g., weight management or coat improvement), refunds will not be granted unless usage was based on prior veterinary advice. Results may vary between pets, and professional consultation is recommended.

e. Damage Caused by Improper Handling or Storage

Issues resulting from incorrect storage, exposure to moisture, or failure to reseal packaging properly are not eligible for returns.
This includes alterations in texture, smell, or appearance after opening.

f. Allergy Claims Without Veterinary Confirmation

All allergy-related claims must be supported by certified veterinary documentation.

Claims based solely on personal judgment or assumption will not be accepted.

 

 

6. Refund Processing

Approved refunds will be credited back to the original payment method only after the returned item has been received and inspected.

Please allow up to seven (7) business days for processing once approval is granted.

 

 

7. Contact Us

For return arrangements or further assistance, please contact us at:
📧 admin@mofumofupetfood.com

By using our website or completing a purchase, you acknowledge and agree to this Refund Policy.

Note: This policy may be updated without prior notice. Please review it periodically for changes.

Last Updated: January 2026