Effective Date: September 22, 2026

MINI PETS S.A. DE C.V. (“we”, “us”, “our”), the operator of the pet accessories e-commerce website www.minipetsmex.com, is committed to delivering high-quality, hand-picked pet small accessories that meet the durability and safety standards validated through months of real-world testing with local Mexican pet families. This Refund and Returns Policy outlines all clear, fair rules governing product return, exchange, and refund requests for purchases made on our site. ‌We strictly do not support any pure “refund only” requests that do not involve the physical return of the ordered product‌, as this principle protects both our operational sustainability and the equal rights of all our fellow pet owner customers, preventing unreasonable fraudulent requests that would disrupt our ability to keep stocking affordable, reliable grooming tools, portable water bottles, deshedding gloves and other daily pet accessories for our community. By completing a purchase on our site, you fully acknowledge and agree to all the terms laid out in this policy.

1. General Eligibility for Returns

All qualified return requests must be submitted within 30 calendar days from the exact date you receive your ordered pet accessory. To be eligible for return, the item must be in its original, unused, resalable condition: no obvious signs of long-term wear, no missing original packaging labels, no stains or damage caused by improper misuse, and all original included accessories (such as the filter element for the portable water bottle, extra replaceable bristle head for deshedding gloves) must be intact and returned together. We do not accept return requests for customized personalized pet ID tags, opened disposable hygiene pet products, and items marked as “final sale” on their product detail page, for hygiene and production cost reasons.

As stated in our core policy rule, no scenario qualifies for a “refund only” arrangement where you keep the full product and receive a 100% or partial cash refund. Even if you report a product defect, partial damage or unsatisfactory experience, we will never approve any request that asks you to retain the product while issuing a refund, unless the defect is confirmed by our quality inspection team to pose immediate safety risks to your pet, and we offer you a free replacement product as the only alternative solution. We designed this rule because every item in our store has undergone repeated pet family testing before being launched, and pure no-return refund requests create unfair extra costs that would eventually force us to raise prices for all our other loyal local pet customers.

2. Return Process

To initiate a valid return request, you can contact our dedicated customer support team via email at orio@minipetsmex.com, or call our service phone +52 800 004 6633 during our working hours, and provide your order number, clear photos of the product you intend to return, and a simple description of your reason for return. Our team will review your request and send you a formal return approval notification, along with a pre-paid local Mexican logistics return label, within 2 working days. You will need to carefully pack the product, paste the provided return label on the outer package, and drop the parcel off at the designated courier pickup point we specify. We do not require you to pay any extra return shipping fees for qualified eligible return cases.

Once our warehouse team receives your returned parcel, they will conduct a full, non-biased quality inspection to verify that the returned item meets our pre-stated return eligibility standards. After the inspection is passed, we will contact you to confirm that we have received and verified the returned product, and you will be given two optional solutions: you can choose to exchange the returned item for an identical new pet accessory that matches the original product you purchased, or you can receive a full refund of your original purchase amount that will be credited back to your original payment method within 7 working days. We will never process any refund before we have physically received and fully inspected the returned product, and no exception will be made to waive the product return step.

3. Special Circumstance Handling

If you receive a pet accessory that was incorrectly shipped due to our operational error, or an item that arrives with obvious transportation damage that affects normal use, you are still required to send the incorrect or damaged product back to us through the approved return process. After our quality inspection confirms the problem, we will cover all related return shipping costs, and we can send you the correct intact product at no extra charge, in addition to processing your corresponding refund if you no longer need the item. We will never offer you a direct pure refund request while you keep the wrong or damaged product.

If you find that the product you purchased does not match the size or functional description on our product page after you open and test it, you can submit a return request within 30 days of delivery. You only need to provide clear photos that prove the mismatch, and our support team will guide you to complete the normal product return process. Once we verify the situation, we will arrange for you to receive a correct size replacement or a full refund after you return the item, and we will never ask you to go through any extra complicated unnecessary procedures.

4. Contact Information

If you have any questions, doubts, or need clarifications about any content in this Refund and Returns Policy, you can reach us through the following official channels at any time:

• Company Name: MINI PETS S.A. DE C.V.
• Official Website: www.minipetsmex.com
• Contact Email: orio@minipetsmex.com
• Physical Address: C. Pino Mz 1 Lt 6, Col. Copalera, Chimalhuacán, Estado de México, C.P. 56337, México
• Contact Phone: +52 800 004 6633