Refund policy

Returns and Refunds

We accept return requests made within 14 calendar days after delivery.

Return eligibility

To qualify for a return, the item must be unused, undamaged, and returned in its original packaging with proof of purchase. Items damaged through use, improper installation, modification, or mishandling are not eligible for a change-of-mind return.

To request a return, contact hello@md3pets.com before sending anything back. If your request is accepted, we will provide return instructions and the return address. Items returned without prior authorization may not be accepted.

Customers are responsible for return-shipping costs for change-of-mind returns. We recommend using tracked shipping because MD3 is not responsible for return parcels that are lost or damaged in transit.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If the item is damaged, defective, or incorrect, contact hello@md3pets.com as soon as possible—preferably within seven days of delivery—and include your order number, photographs of the item, and photographs of the packaging.

If MD3 confirms the issue, we will provide an appropriate remedy, which may include a replacement, repair, partial refund, or full refund. MD3 will cover reasonable return-shipping costs when a return is required because we sent an incorrect or confirmed defective item.

Handmade characteristics

MD3 products are individually handmade. Minor variations in colour, translucency, surface finish, and hand-finished details that do not materially affect the product’s appearance, fit, or function are normal characteristics of handmade work and are not considered defects.

Exceptions and final-sale items

We do not accept change-of-mind returns for:

• Custom, commissioned, personalized, or made-to-order products
• Gift cards
• Items clearly identified as final sale before purchase
• Used, installed, modified, or customer-damaged products

These exceptions do not limit any rights you may have when an item is defective, unsafe, or materially different from its description.

Exchanges

Because MD3 products are made in small quantities and may sell out, direct exchanges cannot be guaranteed. If a return is approved, you may place a new order for another available item.

Cancellations

Contact hello@md3pets.com immediately if you need to cancel an order. We will attempt to accommodate the request, but cancellation is not guaranteed after an order has entered production, been processed, or shipped.

Shipping charges, duties, and refused parcels

Original shipping charges are non-refundable unless the return results from an error by MD3.

Customs duties, import taxes, brokerage charges, and other destination-country fees are not refundable by MD3. Customers are responsible for confirming and paying applicable import charges unless those charges were collected at checkout.

If a parcel is refused or left unclaimed because of unpaid import charges, any refund will be issued only after the parcel is returned to MD3. Actual return-shipping costs and non-refundable carrier charges may be deducted from the refund where permitted by law.

Refunds

After we receive and inspect an authorized return, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method within 10 business days.

Your bank or card provider may require additional processing time. If more than 15 business days have passed since MD3 approved your refund, contact hello@md3pets.com.

Nothing in this policy limits any mandatory consumer rights that apply in the customer’s jurisdiction.