Effective Date: October 26, 2026
This Refund and Returns Policy applies to all product purchases made through the e-commerce platform operated by MASCOTAS Y JARDINES, S.A. DE C.V., hosted at our official website www.mascotasjardines.com. As a pet accessory retailer committed to delivering high-quality, pet-safe grooming tools, durable pet toys, and travel water solutions for dogs, cats and small companion animals across Mexico, we have designed this policy to be fair, transparent, and clearly communicated to all our valued customers.
For any questions, clarifications, or return support requests related to this policy, you may reach our customer service team via the following official contact channels:
- Company Name: MASCOTAS Y JARDINES, S.A. DE C.V.
- Physical and Mailing Address: Av. Naciones Unidas 5279, Col. Jardines Universidad
- Contact Phone: +52 3325482012
- Official Contact Email: [email protected]
1. Core Policy Principle: No “Refund Only” Requests Are Permitted
We explicitly enforce a strict no “refund only” rule for all orders placed through our platform. Under no circumstances will we process a full or partial monetary refund without the eligible purchased item being physically returned to our designated warehouse address in resellable, undamaged condition. This policy is implemented to ensure equal fairness for both our customers and our small local business, prevent fraudulent misuse of our return processes, and keep our product pricing affordable for all pet parents across Mexico.
Any customer claim that requests a full or partial cash refund while retaining the purchased product will not be approved for any reason, including but not limited to claims of minor dissatisfaction with product texture, accidental incorrect order placement, or perceived delays that fall within our published standard shipping timeframes. We will never issue a refund for orders where the customer keeps the product and chooses not to return it to our facility.
2. Eligibility Criteria for Approved Returns
To qualify for a valid product return that may be eligible for processing per this policy, your request must meet all of the following requirements:
- You submit your return request to our customer service team within 30 calendar days from the date you receive your ordered pet product. Return requests submitted after this 30-day window will not be accepted for any reason.
- The returned item is in its original unmodified condition, with all original factory tags, packaging, and included accessories intact. The product must not be washed, used, groomed on any pet, chewed, damaged, or altered in any way that prevents us from reselling it as a brand-new item to another customer.
- The product being returned is not classified as a final sale item. All items marked as final sale on our product page listing cannot be returned.
- You provide a valid order number, your full name matching the details on the original order, and clear photo evidence of the item’s undamaged condition when you submit your return request.
The following categories of items cannot be accepted for return for hygiene and pet safety reasons: all open pet grooming gloves that have come into contact with any pet’s fur, used water bottles that have held liquid or been assembled, and plush pet toys that have been removed from their original sealed packaging.
3. Approved Return Processing Flow
Once our customer service team verifies that your return request meets all the above eligibility criteria, we will send you a formal return authorization notification along with a pre-paid shipping label and detailed return shipping instructions within 3 business days. You are responsible for carefully repackaging the item to avoid transit damage, and dropping off the package at the designated courier location provided in our instructions.
Once our warehouse team receives, inspects, and confirms that your returned item is in full compliance with our return eligibility rules, we will provide you with two exclusive compensation options, no monetary cash refunds will be issued at this stage:
- Free Direct Product Exchange: You may choose to exchange the returned item for an identical brand-new unit, or swap it for a different pet product of equal or higher value from our catalog. If you select a higher value item, you will only need to cover the small price difference, no additional processing fees will apply. We will arrange the shipment of your new exchanged product within 2 business days of completing our inspection of your returned item.
- Store Credit Voucher: You may opt to receive a 110% value store credit voucher that you can redeem for any item across our full www.mascotasjardines.com product catalog. This store credit never expires, can be combined with other active site promotions, and comes with no hidden usage restrictions. The 10% extra bonus on top of your original order value is provided as our thanks for your continued support of our local pet accessory business.
4. Limited Special Circumstance Exceptions
The only two situations where a return can be processed to cover your order needs without requiring you to return the item first, still strictly follow our no “refund only” rule and never involve cash payouts:
- If your delivered product arrives with confirmed manufacturing defects, arrives severely damaged during transit, or does not match the exact product you ordered, and the defect is so severe that returning the item would create unreasonable inconvenience for you, our support team will verify the issue via clear photo or video evidence you submit, and send you a brand-new replacement product completely free of charge at no extra shipping cost to you, no refund will be issued, and you are welcome to properly dispose of the defective item in an eco-friendly way on your own.
- If your ordered product is confirmed to be permanently out of stock after you submit a valid eligible return request, we will not issue a cash refund, but we will issue you a 120% value store credit voucher that you can use for any future order on our site, including our upcoming new arrival pet product lines.
If you have any questions about any clause in this Returns and Refund Policy, our support team is ready to assist you 7 days a week during our official business hours to provide clear, patient guidance for all your return related needs.