Refund policy

Returns & Refunds

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at sales@mascotas.cloud.

Returns should be sent to the following address:

MASCOTAS CLOUD LLC
101 E LOUCKS ST, UNIT 33
SHERIDAN, WY 82801-9998
USA

If your return is accepted, we’ll send you a return shipping label, along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return questions at sales@mascotas.cloud.

Damages and Issues

Please inspect your order when it arrives and contact us immediately if the item is defective, damaged, or if you received the wrong item. We’ll evaluate the issue and do our best to make it right.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including custom products, special orders, personalized items, sale items, and gift cards.

Please contact us at sales@mascotas.cloud if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you receive the item you want is to return the item you have. Once the return is accepted, you can place a separate order for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know whether the refund has been approved.

If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please get in touch with us at sales@mascotas.cloud.