Refund and Returns Policy

This policy explains how returns, refunds and exchanges work at MIRKale. It forms part of our Terms and Conditions.

The short version

  • 30 days to start a return, counted from the day your order is delivered.
  • Unused, in original packaging for beds, carriers, apparel and toys.
  • Food and treats must be unopened — for health and safety reasons we cannot accept opened food, opened treats or used chews.
  • Faulty or damaged items are refunded in full, including shipping, and we cover the return postage.

Return window

You have 30 calendar days from the delivery date to request a return. Requests made after that window cannot be accepted unless the item is defective, in which case your statutory rights apply and our warranty terms below take over.

Condition requirements

To be eligible for a return, an item must be:

  • Unused and in the same condition you received it.
  • Complete with all parts, inserts, accessories and manuals.
  • In its original packaging, or packaging that protects it equally well in transit.
  • Accompanied by proof of purchase — an order number is usually enough.

Items we cannot accept back

For health, safety and hygiene reasons the following cannot be returned once opened or used:

  • Opened food, treats and supplements — once the seal is broken we cannot resell them.
  • Used chews, dental toys and grooming tools that have been in contact with an animal.
  • Personalised or made-to-order items, including embroidered collars and name tags.
  • Items damaged by misuse — for example a bed chewed through by a puppy, or a carrier damaged in a car accident.
  • Clearance items marked final sale at the time of purchase.

If you ordered the wrong size, that is not a problem: sizing mistakes on apparel, beds and carriers are returnable under the standard 30-day window as long as the item is unused.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, contact us within 7 days of delivery with your order number and a photo. We will arrange a replacement or a full refund, cover the return shipping, and where relevant refund the original delivery charge. Please inspect chew toys and plush items when they arrive — if a seam is already splitting, that is a manufacturing fault and we will replace it.

How to start a return

  • Email support@mirenkale.shop with your order number and the reason for the return.
  • We will reply within two business days with return instructions and, where applicable, a return label.
  • Pack the item securely and ship it back using the method we provide or a tracked service of your choice.
  • Keep your tracking number until the refund is confirmed.

Do not send returns to the address on the original parcel without contacting us first — that address may be a carrier depot, and items sent there cannot be processed.

Return shipping costs

  • Faulty, damaged or incorrect items — we cover the cost of return shipping.
  • Change of mind, wrong size or unwanted gift — you cover the cost of return shipping.
  • Original delivery charges — refunded only when the entire order is returned as faulty or incorrect.

Refund timing and method

Once your return arrives and passes inspection, we approve the refund within two business days. The money is returned to your original payment method: card refunds typically appear within 5-10 business days, and PayPal refunds usually within 3-5 business days. Your bank’s own processing time is outside our control. We will email you the moment the refund is issued.

Exchanges

The fastest route to an exchange is usually a return plus a new order, because it reserves your replacement before it sells out. If you prefer a direct exchange, tell us the replacement size or colour when you open the return and we will hold the item and ship it once your return is scanned.

Cancellations

Orders can be cancelled free of charge any time before they are dispatched. Once an order has left our warehouse, please use the return process above. If you need to change a shipping address, contact us immediately — we can usually amend it before dispatch but not after.

Damaged in transit

If a parcel arrives visibly crushed or torn, note it with the carrier when signing, photograph the packaging, and contact us within 48 hours. Keep the outer box until the claim is resolved.

Contact

Returns and refunds: support@mirenkale.shop · MIRKale Pet Supplies Ltd., [Street Address], [City, State ZIP], United States