Return, Refund & Exchange Policy

Last updated: July 19, 2026

At Momoy Pet Supplies, we want every pet parent to shop with confidence. This policy explains how returns, exchanges, and refunds work, in line with the Consumer Act of the Philippines (RA 7394), the Internet Transactions Act (RA 11967) and its Implementing Rules, and DTI Department Administrative Orders on online and retail sales.

1. General Policy 2. What Can Be Returned, Replaced, or Refunded 3. What Cannot Be Returned 4. Change of Mind Policy 5. Return Window6. How to Request a Return, Replacement, or Refund 7. Refund Method and Timeline 8. Delivery Errors 9. Your Rights Under Philippine Law 10. Contact Us

1. General Policy

We do not offer "change of mind" returns on pet food, treats, litter, and other consumable/perishable items once the packaging has been opened, for hygiene, safety, and product-integrity reasons. However, you are always protected against defective, damaged, expired, or wrong items delivered, as required by Philippine consumer protection law.

2. What Can Be Returned, Replaced, or Refunded

You may request a replacement, exchange, or refund if:

  • The item received is damaged, defective, or spoiled upon delivery
  • The item is expired or near-expiry (less than the shelf life advertised) at the time of delivery
  • You received the wrong product, size, flavor, or variant
  • The item is missing parts or accessories that should have been included
  • There is a significant discrepancy between the product ordered and the product delivered

3. What Cannot Be Returned

  • Items that have been opened, used, or fed to a pet, unless the item is defective, spoiled, or expired
  • Items returned without proof of purchase (receipt, order confirmation, or payment reference)
  • Items damaged due to customer mishandling, improper storage, or misuse after delivery
  • Requests made beyond the return window stated in Section 5

4. Change of Mind Policy

Philippine law (RA 7394, Consumer Act) does not require sellers to accept "change of mind" returns. Unlike defective or wrong-item returns, this is offered purely as a store courtesy, at our discretion, and only to the extent stated below. Philippine law's only requirement here is disclosure — that our policy be stated clearly to customers before purchase — which this section fulfills.

  • Change-of-mind returns are accepted only for unopened, unused items in their original, resellable packaging, with proof of purchase, and requested within 2 calendar days of delivery, in exchange for another item of equal value.
  • Not eligible for change-of-mind returns: opened or used pet food, treats, cat litter, and any item marked "final sale," due to hygiene, safety, and health regulations on consumable pet products.
  • Approved change-of-mind returns are not eligible for free delivery or payment refunds — only item-for-item exchange. The item must be dropped off at our store (Purok 6, Isabel Ramiro St., Tambo, Iligan City) or picked up by our rider for a delivery fee shouldered by the customer.
  • If the requested exchange item is out of stock or unavailable, we will inform you and offer the closest available alternative; if none is suitable, the item will be held as store credit until a suitable item becomes available.
  • This section does not limit or replace your legal right to a replacement, exchange, or refund for defective, damaged, expired, or wrong items under Section 2, which we are required by law to honor regardless of this change-of-mind policy.

5. Return Window

  • Customers must report any issue (damaged, wrong, expired, or defective item) within 24–48 hours of receiving the items, since same-day delivery means most issues are visible immediately.
  • Change-of-mind requests must be raised within 2 calendar days of delivery (see Section 4).
  • Please keep the original packaging and, where possible, take a photo or video of the item and packaging upon receipt — this helps us process your request faster, whether for a defective item or a change-of-mind exchange.

6. How to Request a Return, Replacement, or Refund

  1. Message us on Facebook (Momoy Pet Supplies Iligan), call/text/Viber at +63 917-424-0041, or email momoypetsupplies@gmail.com
  2. Provide your order number/receipt, a description of the issue or item you'd like to exchange, and photos/videos of the item received
  3. Our team will review your request within 1–2 business days
  4. Once approved, we will arrange for a free replacement, exchange, or refund (Section 2 cases) or process your request per Section 4 (change of mind)

7. Refund Method and Timeline

  • Refunds are issued through the original payment method (GCash or BPI) whenever possible
  • Approved refunds are processed within 1–2 business days from approval
  • For cash-on-delivery or cash transactions, refunds may be given as cash refund upon return of the item, depending on the situation

8. Delivery Errors

If our rider delivers the wrong item, a damaged item, or an incomplete order, Momoy Pet Supplies will shoulder the cost of pick-up and re-delivery within Iligan City. No additional delivery fee will be charged to the customer for our error.

9. Your Rights Under Philippine Law

This policy is issued in accordance with, and does not limit, your rights under:

  • RA 7394 (Consumer Act of the Philippines) — protection against deceptive, unfair, and unconscionable sales acts, and the right to redress for defective goods
  • RA 11967 (Internet Transactions Act of 2023) and its Implementing Rules and Regulations — requiring online sellers to provide clear return, refund, and exchange terms, honor warranties, and resolve consumer complaints
  • DTI Administrative Orders on consumer protection and product standards for retail and online sellers

If you feel your concern was not properly addressed, you may also file a complaint with the DTI Consumer Care Hotline (1-384) or through the DTI online consumer complaint portal.

10. Contact Us