Effective Date: June 2026

Thank you for choosing Mzerinovelle.

We are committed to providing reliable pet products and a smooth shopping experience for every customer. If you experience any issue with your order, please contact our customer support team at support@Mzerinovelle.com and provide your Order ID along with the email address used during checkout.

Please review the following policy carefully before submitting a return or refund request.

1. General Return Policy

All purchases completed through the Mzerinovelle online store are processed with care and are considered final after order confirmation.

Due to product handling, hygiene considerations, and operational requirements, we generally do not accept standard returns or exchanges.

Exceptions may apply in the following situations:

• The product arrives with a verified manufacturing defect.
• The incorrect item was shipped due to a fulfillment error.
• The package arrives damaged during transportation.

All requests are reviewed individually based on the specific circumstances of each case.

2. Damaged, Defective, or Incorrect Items

Before shipment, Mzerinovelle performs product checks to ensure orders meet our quality expectations.

If your order arrives damaged, defective, or different from the item purchased, please contact our customer support team as soon as possible.

To be eligible for review, customers must inspect their package after delivery and submit a claim within:

7 calendar days after the carrier confirms delivery.

Please send your request to:

support@Mzerinovelle.com

Your message should include:

• Order number
• Email address used for the purchase
• Detailed explanation of the issue
• Clear photos or videos showing the product condition
• Images of the received item and shipping packaging if applicable

Our support team will review the submitted information carefully.

Depending on the situation and verification results, available solutions may include:

• Replacement of the affected product
• Partial refund
• Full refund

Each request will be evaluated individually.

3. Refund Processing

If a refund is approved, the refunded amount will be returned only to the original payment method used during checkout.

Refund processing usually requires:

7–12 business days

Please note that the final arrival time may vary depending on your bank, payment provider, or financial institution processing procedures.

4. Exchange Policy

Mzerinovelle does not offer standard exchanges for personal preferences, including:

• Different colors
• Different sizes
• Different product styles

Replacement requests are only considered when:

• The received product has a confirmed defect.
• The wrong item was shipped.
• The claim has been reviewed and approved by our support team.

Approved replacements will generally be provided for the same product variant whenever possible.

5. Unauthorized Returns

Customers should not send products back to any address unless they have received written approval and return instructions from the Mzerinovelle customer support team.

Before returning any item, customers must first:

1. Contact our support team.
2. Submit the required order information and evidence.
3. Receive official return authorization.

Any package returned without prior approval may be refused upon arrival.

Mzerinovelle is not responsible for unauthorized return shipments, including lost packages, additional shipping costs, refunds, or replacement requests related to these parcels.

Customer Support

For questions regarding refunds, returns, or product concerns, please contact our support team:

Brand:
Mzerinovelle

Customer Service Email:
support@Mzerinovelle.com

Phone:
+1 (978) 830-9311

Business Address:
Rm 18, 27/F, Ho King Comm Ctr
2-16 Fayuen St
Mong Kok, Hong Kong

Return Address:
Rm 18, 27/F, Ho King Comm Ctr
2-16 Fayuen St
Mong Kok, Hong Kong

Thank you for your understanding and for choosing Mzerinovelle. We appreciate your trust and remain committed to providing dependable pet products and professional customer support.