Refund policy
This Refund Policy applies to products and services purchased from Mushy’s Pet Care LLC.
PRODUCT RETURNS
We want customers to be satisfied with their Mushy’s purchases.
Unless a product is marked Final Sale or another return condition is disclosed before purchase, eligible unused merchandise may be returned within 14 days of delivery.
To qualify for a return, merchandise must be:
- Unused and unworn
- Clean
- In substantially the same condition in which it was received
- Free from pet hair, odors, stains, washing, or damage
- Accompanied by original packaging or tags when applicable
For hygiene and safety reasons, merchandise that has been worn or used by an animal may not be eligible for return unless it arrived defective or incorrect.
Final-Sale Items
The following may be final sale unless defective, damaged upon arrival, or otherwise required by applicable law:
- Personalized or customized products
- Made-to-order products
- Used or worn pet products
- Gift cards
- Clearance merchandise specifically identified as Final Sale
Damaged, Defective or Incorrect Orders
Please inspect your order after delivery.
If you receive an incorrect, damaged, or defective product, contact Mushy’s promptly at mushys.care@gmail.com and include your order number and photographs when appropriate.
We will review the issue and provide an appropriate remedy where applicable.
Return Shipping
Unless the merchandise was incorrect, damaged, or defective due to an error attributable to Mushy’s, customers are responsible for return-shipping costs.
Original shipping charges are generally nonrefundable once an order has shipped, except where required by law or where the error is attributable to Mushy’s.
Product Refunds
Approved refunds will generally be issued to the original payment method.
Financial institutions and payment processors may require additional time to post a refund after it has been processed by Mushy’s.
BOARDING, DAYCARE & TRAINING CANCELLATIONS
Pet-care reservations require Mushy’s to reserve capacity and may cause us to decline other customers. The following cancellation terms therefore apply unless different written terms were provided and accepted for a particular reservation.
Payment
Mushy’s may require partial or full advance payment to secure a reservation.
A reservation is not guaranteed until any required payment, documentation, and confirmation requirements have been completed.
Regular Boarding Reservations
For non-holiday boarding reservations:
7 or more days before scheduled check-in: eligible prepaid amounts may be refunded.
3–6 days before scheduled check-in: 50% of the booking amount is refundable.
Less than 72 hours before scheduled check-in: booking payments are nonrefundable.
Holiday and Peak-Period Boarding
Because availability is particularly limited during holidays and designated peak periods, Mushy’s may require full advance payment and apply stricter cancellation conditions disclosed at booking.
Unless different terms are provided at booking:
14 or more days before check-in: eligible prepaid amounts may be refunded.
7–13 days before check-in: 50% of the booking amount is refundable.
Less than 7 days before check-in: the reservation is nonrefundable.
Daycare
Daycare cancellations should be made at least 24 hours before the scheduled start time.
Cancellations made less than 24 hours before the scheduled service and daycare no-shows may be nonrefundable or charged up to the scheduled daycare amount.
Training
Training cancellations or rescheduling requests should be made at least 48 hours in advance.
Late cancellations and missed appointments may be nonrefundable.
No-Shows
Failure to arrive for a confirmed reservation without timely cancellation may result in forfeiture of amounts paid.
Early Pickup / Shortened Stay
Once boarding has begun, voluntarily shortening a stay generally does not entitle the customer to a refund for unused reserved nights because that capacity was reserved specifically for the pet.
Extensions are subject to availability and additional charges.
Cancellation by Mushy’s
Mushy’s may decline or discontinue services when reasonably necessary because of health, safety, behavioral, operational, emergency, or legal concerns.
If Mushy’s cancels a service before it begins for reasons not caused by the customer’s or pet’s circumstances, amounts paid for services not provided will generally be refunded.
Different treatment may apply where services cannot proceed because required vaccination/health information was not provided, material information about the pet was inaccurate or omitted, the pet presents an undisclosed safety concern, or the customer fails to satisfy agreed booking requirements.
BIRTHDAYS, PHOTOSHOOTS & SPECIAL EVENTS
Celebrations and photoshoots may involve reserved time, planning, supplies, customized materials, photography preparation, or third-party purchases.
Unless otherwise stated in the booking agreement:
14+ days before the event: eligible payments may be refunded.
7–13 days before the event: 50% of the booking amount is refundable.
Less than 7 days before the event: payments are nonrefundable.
Customized, personalized, perishable, or specially purchased materials may be nonrefundable once purchased or prepared.
Any different cancellation terms quoted for a custom event will control if accepted by the customer.
Force Majeure and Emergencies
Mushy’s will make reasonable efforts to work with customers when services are disrupted by severe weather, natural disasters, government restrictions, power outages, emergencies, or circumstances reasonably beyond either party’s control.
Refunds, credits, rescheduling, or other accommodations will be determined based on the circumstances and applicable law.
Applicable Law
Nothing in this policy eliminates rights or remedies that cannot lawfully be waived.
Washington’s Attorney General notes that businesses should clearly communicate their return/refund terms and that defective or misrepresented merchandise can implicate protections beyond a merchant’s voluntary return policy.