At O-I Mexico Holdings I B.V., we are passionate about elevating the comfort, dining hygiene, and everyday style of your beloved pets. We understand that ordering pet accessories online requires confidence. If a product does not meet your expectations or fails to fit your furry companion perfectly, our customer-first Return and Refund Policy ensures a transparent, fair, and hassle-free return journey.
1. Standard 30-Day Return Eligibility Window
We offer a 30-day return policy, meaning you have 30 calendar days after receiving your item to request a return. To ensure safety, hygiene, and re-salability, items submitted for return must strictly comply with the following criteria:
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Unused & Unwashed Condition: Items must remain in brand-new condition, unwashed, unused, and completely free of pet hair, pet dander, dirt, chew marks, or animal odors.
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Original Packaging & Labels: Products must be returned in their original packaging with all protective wraps, product tags, header cards, and hygiene seals intact.
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Proof of Purchase: A valid order confirmation number or sales receipt issued by our Shopify storefront (zmgzzj-md.myshopify.com) is required.
2. Product Category Specific Return Requirements
Because pet supplies come into direct contact with food and animal fur, special inspection guidelines apply to our core product catalog upon arrival at our Netherlands facility:
Pet Feeding Bowls
Must be thoroughly unwashed, unused, and free of food residue, water marks, or scratch marks to pass hygiene reinspection.
Cozy Pet Blankets
Must be free of pet fur, hair shedding, or biological scents. Items returned with excessive pet hair will be rejected.
Pet Bandanas / Bibs
Must retain original attached tags, showing no signs of drool, stretching, or outdoor wear from pet trial fittings.
3. Return Processing & Responsibility Matrix
Please review our policy matrix below regarding shipping cost allocations and processing requirements across different return scenarios:
| Return Reason |
Return Shipping Cost |
Required Proof |
Resolution Type |
| Change of Mind / Fit |
Customer Responsibility |
Order # & Unused Condition |
Full Store Refund |
| Damaged in Transit |
Covered by O-I Mexico Holdings |
Clear Photos of Damage |
Replacement or Refund |
| Defective Item |
Covered by O-I Mexico Holdings |
Photos / Video of Defect |
Free Reshipment |
| Incorrect Product Sent |
Covered by O-I Mexico Holdings |
Photo of Received Item |
Immediate Correction |
4. Step-by-Step Return Authorization Process
To initiate a return smoothly, please follow our streamlined four-step submission procedure:
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Step 1 — Submit Request: Contact our support team at [email protected] with your order confirmation number, product description, and the reason for return.
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Step 2 — Receive Return Authorization: Once approved, our team will issue a Return Merchandise Authorization (RMA) along with the correct return shipping address instructions.
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Step 3 — Pack & Ship: Pack the item securely in its original packaging. Please use a trackable shipping service, as we cannot be held responsible for lost return shipments.
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Step 4 — Inspection & Refund: Upon physical arrival at our facility in Schiedam, Netherlands, our quality team will inspect the item within 2 to 5 business days.
5. European Union 14-Day Right of Withdrawal (Cooling-Off Period)
If goods are being delivered into the European Union, customers possess the statutory right to cancel or return their order within 14 calendar days of receipt for any reason and without justification, pursuant to EU Directive 2011/83/EU. The item must remain unworn, unused, with tags, and in its original packaging as described above.
6. Refund Issuance & Bank Credit Timelines
We will notify you via email once your return has been received and inspected. If approved, your refund will be automatically processed to your original payment method within 5 to 10 business days. Please note that your bank or credit card company may require additional time to post the transaction to your account statement.
7. Non-Returnable Items & Final Sale Exceptions
Certain categories of merchandise cannot be returned for hygiene and safety reasons. These include: custom-personalized pet bibs or embroidered blankets, opened wet/dry food bowls that have been used with meals, and clearance/final sale merchandise explicitly marked as non-returnable.
8. Corporate Contact & Return Handling Center
For all inquiries regarding return authorizations, order status checks, or refund status updates, please direct your correspondence to our official corporate center in the Netherlands:
