Refund & Return Policy

Last updated: July 7, 2026
Store: MoggyMate
Website: moggymate.store
Support: support@moggymate.store

At MoggyMate, we want customers to have a clear and fair shopping experience. This Refund & Return Policy explains when returns, refunds, replacements, cancellations, and order issues may be accepted.

By placing an order with MoggyMate, you agree to this policy.

1. Contact Us Before Opening a Payment Dispute

If there is any issue with your order, please contact us first at support@moggymate.store.

We will work with you to review the issue and provide the correct resolution where required. Opening a chargeback or payment dispute before contacting us may delay resolution because we must then respond through the payment processor.

We reserve the right to provide order records, tracking information, delivery confirmation, customer communications, fraud checks, and product-page disclosures to payment processors, banks, and dispute-resolution providers in response to chargebacks or claims.

2. Consumer Law Rights

Nothing in this policy limits any non-excludable rights you may have under applicable consumer laws, including the Australian Consumer Law and the New Zealand Consumer Guarantees Act.

Where a product is faulty, not as described, unsafe, or otherwise fails a required consumer guarantee, you may be entitled to a remedy such as repair, replacement, refund, or compensation depending on the circumstances.

3. Change-of-Mind Returns

Because MoggyMate sells pet water fountain products and related pet items that may come into contact with water, pet saliva, pet hair, bacteria, or household contaminants, we do not accept change-of-mind returns for products that have been opened, used, assembled, filled with water, tested, washed, damaged, or removed from their original hygienic condition.

A change-of-mind return may only be considered if:

• You contact us within 14 days of delivery;

• The product is unused, unopened, and in its original packaging;

• All accessories, manuals, parts, filters, cables, and packaging are included;

• The item is not damaged, stained, scratched, contaminated, or missing parts;

• You receive written return approval from MoggyMate before sending anything back.

Customers are responsible for return shipping costs for approved change-of-mind returns. Original shipping charges, shipping protection, handling fees, and priority-processing fees are non-refundable unless required by law.

We may refuse any return that is sent without approval or does not meet the above requirements.

4. Used Pet Products and Hygiene

For hygiene and safety reasons, we cannot accept returns for used pet water fountains, filters, pumps, bowls, accessories, or any product that has contacted water, pet food, pet saliva, fur, litter, dirt, or cleaning chemicals, unless the product is faulty and a remedy is required by law.

5. Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, defective, or different from what you ordered, contact us at support@moggymate.store within 7 days of delivery.

Please include:

• Your order number;

• Your full name and shipping address;

• Clear photos or video of the issue;

• Photos of the outer packaging;

• Photos of the shipping label;

• A short description of the problem.

We may request additional photos, videos, troubleshooting steps, or inspection before approving a refund, replacement, or other remedy.

If the issue is confirmed, we may offer a replacement, replacement part, repair, store credit, partial refund, or full refund depending on the issue and applicable law.

6. Missing Parts

If your order is missing a part or accessory, contact us within 7 days of delivery. If confirmed, we may send the missing part or provide another appropriate remedy.

Please do not discard packaging, manuals, inserts, accessories, or the product until the issue is resolved.

7. Order Cancellations

Orders may only be cancelled if they have not yet been processed, packed, or submitted for fulfilment.

To request cancellation, email support@moggymate.store as soon as possible with your order number.

Once an order has been processed, packed, shipped, or submitted to our fulfilment partner, it cannot be cancelled. You may still contact us after delivery to see whether your order qualifies for a return under this policy.

8. Address Accuracy

Customers are responsible for entering the correct shipping name, address, apartment/unit number, postal code, phone number, and email address at checkout.

MoggyMate is not responsible for orders that are delayed, lost, returned, or delivered incorrectly because the customer provided incomplete or incorrect shipping information.

If an order is returned, lost, or delivered to the wrong address because of customer error, we may refuse a refund or charge additional shipping fees to resend the order.

9. Refused, Unclaimed, or Undeliverable Orders

If an order is refused, unclaimed, not collected, or returned to sender because of customer action or inaction, shipping fees and handling costs are non-refundable unless required by law.

If the package is returned to us or our fulfilment partner, we may offer reshipment at the customer’s expense or issue a refund minus shipping, handling, payment-processing, and restocking costs where permitted by law.

10. Delivery Tracking Showing Delivered

If tracking shows that an order was delivered to the shipping address provided at checkout, we will consider the order delivered.

If you believe the package was stolen, misdelivered, or not received despite tracking showing delivery, contact us immediately. We may assist with a carrier investigation, but we are not responsible for theft, building access issues, incorrect addresses, mailroom errors, or packages collected by another person at the delivery location unless required by law.

11. Delayed Orders

Shipping times are estimates, not guarantees. Delays may occur due to customs, carrier backlogs, weather, public holidays, incorrect address information, remote delivery locations, or other circumstances outside our control.

A delay alone does not automatically qualify an order for cancellation or refund once the order has been shipped, unless required by applicable consumer law.

12. Refund Processing

Approved refunds are issued to the original payment method.

Once a refund is approved, processing times depend on your bank, card provider, payment processor, or Shopify Payments. MoggyMate does not control bank processing times.

13. Non-Refundable Amounts

Unless required by law, the following are non-refundable:

• Original shipping fees;

• Return shipping costs;

• Shipping protection;

• Priority processing fees;

• Handling fees;

• Gift cards;

• Discount codes;

• Used, opened, or hygienically compromised products;

• Products damaged by misuse, improper cleaning, incorrect assembly, power issues, pet damage, dropping, neglect, or unauthorized modification.

14. Product Use and Customer Responsibility

Customers are responsible for using, cleaning, maintaining, and assembling products according to the product instructions.

MoggyMate is not responsible for damage, malfunction, injury, or loss caused by misuse, poor maintenance, incorrect assembly, unsuitable power sources, unauthorized repairs, pet chewing, water damage, cleaning chemicals, or failure to follow instructions, except where liability cannot be excluded by law.

15. How to Start a Return or Claim

Email us at:

support@moggymate.store

Include:

• Order number;

• Full name;

• Delivery address;

• Explanation of the issue;

• Photos or video where relevant.

Returns sent without written approval may be refused.