Refund policy

Refund Policy

We want you and your pup to love every Mojoro purchase. If something isn't right, we're here to help. 🐾

To expedite the process, please send photos of the issue prior to contacting us. Reach out to us at hello@mojoro.net and we'll guide you through the process.

Returns & Exchanges

  1. All returns and exchanges must be initiated, and items returned to us, within 14 calendar days of product delivery, including return transit time.
  2. Please provide your order number, product name, and reason for return or exchange when contacting us.
  3. Returned or exchanged items must be unused, unworn, in their original condition with tags intact, and in their original packaging. Shipping and handling charges are non-refundable.
  4. Items returned with strong odours or pet hair will not be accepted.
  5. Personalised and embroidered items (including custom bandanas) cannot be returned or exchanged unless the item arrives damaged or faulty. Please double-check your pet's name spelling at checkout.
  6. Sale items are non-returnable and non-exchangeable. All sale purchases are final.
  7. Items not purchased directly through mojoro.net cannot be returned or exchanged. If your item was purchased through a third party (market stalls, pop-ups, or other retailers), please contact the original seller directly.
  8. Return shipping costs are at the customer's expense and non-refundable. Return shipping costs will be refunded only on items that are faulty or sent in error.
  9. If returning multiple orders, please package them separately with separate notes. Combined returns may cause delays or not be processed.
  10. Please make sure you are returning the correct items. Any non-Mojoro products sent to us by mistake will be disposed of and no refund or return will be provided.
  11. All returned items are carefully inspected upon receipt. We reserve the right to reject returns where items show signs of use, damage, or wear that were not present at the time of dispatch. We reserve the right to use dispatch records to verify the condition of items at the time of shipping. Items rejected upon inspection will be returned to you at your cost, or disposed of if you choose not to cover return shipping.
  12. Exchanged items are not eligible for further returns or exchanges.
  13. Mojoro monitors order and return activity and reserves the right to refuse transactions or close accounts based on order or return behaviour. In the case of any dispute, Mojoro's decision shall be final.

Before you send your return — a quick checklist

  • Item is clean and free of pet hair and dirt
  • No strong odours
  • Tags and original packaging included
  • Order number and reason for return included
  • Multiple orders packaged separately

Refunds & Processing Time

Once we receive your returned item, your refund will be processed within 7 business days. Refunds will be issued to the original payment method used at checkout. Please note that original shipping fees and any discounts applied to your order are non-refundable unless the item is faulty, damaged, or incorrectly sent.

You will be notified by email once the refund has been processed. Please note your bank or card issuer may need additional time to process the refund after receiving the information from Mojoro.

If 7 business days have passed since your refund was approved and you still haven't seen it, please reach out at hello@mojoro.net with your order number and we'll look into it for you.

We trust our customers and want returns to be easy and stress-free. If you're ever unsure about anything, just ask — we're always happy to help sort it out. 🐾