Returns & Refund Policy
Last Updated: 25 February 2026
At Mango Pets, your satisfaction is important to us.
This Returns & Refund Policy explains your rights under European Union consumer law and how we handle returns and refunds for purchases made on https://mangopets.eu.
This policy applies exclusively to customers located within the European Union (EU) and European Economic Area (EEA).
1. RIGHT OF WITHDRAWAL (EU CUSTOMERS)
If you are a consumer residing in the European Union, you have the legal right to withdraw from your purchase within 14 days without giving any reason.
Withdrawal Period
▪ The withdrawal period expires 14 days after the day you (or a third party indicated by you) receive the goods.
To meet the withdrawal deadline, it is sufficient for you to send your communication before the withdrawal period has expired.
2. HOW TO REQUEST A RETURN
To exercise your right of withdrawal, you must notify us with a clear statement before the 14-day period expires.
Please contact:
📧 info@mangopets.eu
Subject line: Return Request – Order #[Your Order Number]
After receiving your request, we will provide detailed return instructions.
You may use a standard EU withdrawal form, but this is not mandatory.
3. RETURN CONDITIONS
To be eligible for a return:
▪ Items must be unused and in original condition
▪ Items must be returned in original packaging
▪ Proof of purchase (order number) is required
You may inspect the goods as you would in a physical store. However, excessive handling that reduces the value of the goods may result in a proportional deduction from your refund, in accordance with EU law.
4. NON-RETURNABLE ITEMS (EU EXCEPTIONS)
Under EU consumer law, the right of withdrawal does not apply to:
▪ Sealed pet hygiene products once opened
▪ Personalized or custom-made items
▪ Perishable goods
▪ Products damaged due to misuse
If you are unsure whether your item qualifies, please contact us before returning the product.
5. RETURN SHIPPING COSTS
Unless the item is faulty, damaged, or incorrect:
▪ Customers are responsible for return shipping costs
▪ We recommend using a tracked shipping service
▪ We are not responsible for lost returns without tracking
If the product is defective or incorrectly delivered, we will cover the return shipping costs.
6. REFUNDS
Once we receive and inspect your returned item:
▪ We will notify you of approval or rejection
▪ Approved refunds are processed within 14 days of receiving the returned goods or proof of return shipment
▪ Refunds are issued to the original payment method
In accordance with EU law:
▪ Standard delivery costs will be refunded
▪ Express or upgraded shipping costs are non-refundable
7. FAULTY OR DAMAGED ITEMS
If your product arrives damaged or defective:
▪ Contact us within 48 hours of delivery
▪ Provide clear photos of the product and packaging
You are entitled to:
▪ A replacement, or
▪ A full refund
This does not affect your statutory rights under EU consumer protection law.
8. LATE OR MISSING REFUNDS
If you have not received your refund:
▪ Check your bank account again
▪ Contact your payment provider
▪ Processing times may vary depending on your bank
If the issue persists, contact us at:
9. ORDER CANCELLATIONS
▪ Orders may be cancelled before shipment
▪ If the order has already been shipped, you must follow the return procedure after delivery
10. YOUR LEGAL RIGHTS
This policy does not limit your statutory rights under applicable EU consumer protection laws.
If a dispute cannot be resolved directly, EU consumers may use the European Commission’s Online Dispute Resolution (ODR) platform: