Refund policy

Returns & Refund Policy

Effective Date: July 2026

At Machenza, we want you to feel confident about your purchase. This policy explains the conditions that apply to returns, replacements, cancellations, and refunds.

Nothing in this policy limits any rights available to you under applicable law.

1. Return Request Window

You may request a return within 30 calendar days after the confirmed delivery date.

To start a return, email hello@machenza.com with:

Your name
Order number
Item you wish to return
Reason for the return
Photos or video when relevant

All returns require prior written authorization from Machenza.

Return authorization does not guarantee approval of a refund and does not mean that Machenza will provide or pay for return shipping. Eligibility is confirmed only after the item is received and inspected.

Once authorized, the item must be shipped within 14 calendar days. The authorization may expire if the return is not shipped within that period.

2. Return Eligibility

To qualify for a return, the item must:

Be unused, unwashed, and unmodified
Be in its original condition
Include all original packaging, tags, manuals, components, and accessories
Be free from pet hair, dirt, stains, odors, bite marks, scratches, or signs of outdoor use
Include valid proof of purchase from Machenza

Dog boots, harnesses, collars, apparel, and similar products may be tried on briefly indoors only to confirm fit.

Items showing outdoor use, extended wear, pet hair, odor, dirt, washing, chewing, scratching, or other damage will not qualify for a change-of-mind return.

3. Non-Returnable Items

Unless damaged, materially defective, incomplete, or incorrect upon arrival, the following items are not eligible for return:

Personalized, monogrammed, or customer-customized products
Gift cards
Items clearly identified as final sale or clearance before purchase
Used, washed, worn, chewed, altered, or damaged products
Products that cannot reasonably be resold for hygiene or safety reasons after being opened or used
Opened consumable, oral-care, grooming, or pet-waste products
Products purchased from a seller other than Machenza

Normal wear and tear, minor cosmetic variations, screen-color differences, pet-caused damage, incorrect sizing selected by the customer, or damage caused by misuse are not manufacturing defects.

4. Damaged, Materially Defective, Incomplete, or Incorrect Items

If an item arrives damaged, materially defective, incomplete, or different from what you ordered, contact us within 7 calendar days of delivery.

Please include:

Your order number
Clear photos of the entire product
Close-up photos of the problem
Photos of the packaging and shipping label
A short video when reasonably requested

Do not discard the item, packaging, shipping label, accessories, or components until the claim has been resolved.

After reviewing and verifying the claim, Machenza may provide:

A replacement of the same or a comparable item at no additional cost; or
A refund to the original payment method

A partial refund or store credit may be offered as an alternative only with the customer’s agreement.

Machenza may require the item to be returned. When a verified defect, shipping damage, or fulfillment error is attributable to Machenza or its fulfillment partner, Machenza will provide return instructions and cover reasonable, previously authorized return-shipping costs.

Machenza may determine that a return is not economically or operationally necessary and may issue an approved replacement or refund without requiring the product to be sent back.

Claims may be denied when the evidence indicates misuse, improper care, normal wear, pet-inflicted damage, incorrect sizing selected by the customer, modification, or damage occurring after delivery.

5. Change-of-Mind and Sizing Returns

Returns based on personal preference, incorrect size selection, color preference, duplicate purchase, accidental order, or no longer wanting the product are considered change-of-mind returns.

For these returns:

The item must meet all return-eligibility requirements
The customer is responsible for return shipping
Machenza does not provide prepaid return labels
Original shipping, expedited shipping, handling, and insurance charges are non-refundable
The customer remains responsible for the package until it reaches the authorized return address
Refunds are processed only after the item is received and inspected

Orders advertised with free shipping

“Free shipping” means that Machenza paid the initial shipping cost on the customer’s behalf.

For an approved change-of-mind, sizing, accidental-order, or duplicate-order return, Machenza may deduct the actual, documented outbound shipping cost from the refund, where permitted by law.

This deduction:

Applies only to voluntary or customer-caused returns
Will not exceed the actual outbound shipping cost incurred by Machenza
Does not apply when the item was damaged, materially defective, incomplete, or incorrectly fulfilled
Will be disclosed to the customer before the return is finalized whenever reasonably possible

Customers are responsible for reviewing product dimensions, measurements, and size guides before placing an order.

6. Return Shipping

Do not return an item to the address shown on the original shipping label unless Machenza specifically instructs you to do so.

Approved returns must be sent only to the address provided in the written return authorization.

We strongly recommend:

Using a trackable shipping method
Packaging the item securely
Purchasing shipping insurance for higher-value items

Machenza is not responsible for unauthorized returns or for packages lost, stolen, delayed, misdirected, or damaged during return transit.

Return postage paid without prior written authorization will not be reimbursed.

Cash-on-delivery or postage-due returns will not be accepted.

7. Inspection and Refunds

We will notify you after the returned item has been received and inspected.

If approved, the eligible refund will be issued to the original payment method. Depending on your bank or payment provider, it may take 5–10 business days after processing for the credit to appear.

For customer-caused or change-of-mind returns, the refund may exclude or deduct, where permitted by law:

Original shipping charges
The actual outbound shipping cost on orders advertised with free shipping
Expedited shipping and handling charges
Return-shipping costs
Customs charges or third-party fees
Discounts, coupons, promotional value, or gift-card value not actually paid by the customer

No outbound or return-shipping deduction will apply when the return results from a verified error by Machenza or its fulfillment partner.

If an item is incomplete, used, damaged, contaminated, or otherwise ineligible, Machenza may deny the refund or make a reasonable deduction reflecting the item’s loss of value, where permitted by law.

A refund will never exceed the amount actually paid for the returned item.

8. Sets, Bundles, Promotions, and Free Gifts

Products sold as a set or bundle should be returned together, complete, and unused.

If Machenza accepts a partial return from a discounted bundle:

Items retained by the customer may be recalculated at their regular individual selling prices
The refund will be limited to the remaining eligible amount actually paid

Promotional or free items associated with a returned purchase must also be returned unused. If they are not returned, their disclosed value may be deducted from the refund where permitted by law.

Promotional discounts, coupon value, and complimentary shipping benefits have no separate cash value.

9. Exchanges

Machenza does not currently process direct exchanges.

To obtain another size, color, or product:

Request a return for the eligible original item
Place a separate new order

The return and the new order are separate transactions.

10. Order Cancellations and Address Changes

We begin processing orders quickly. Cancellation and address-change requests are not guaranteed.

Contact hello@machenza.com as soon as possible.

An order may only be canceled or changed if fulfillment has not begun. Once an order has been processed, submitted to a fulfillment partner, labeled, or shipped, it cannot be canceled.

Not receiving a shipping-confirmation email does not necessarily mean fulfillment has not started.

If Machenza cannot ship an order within the applicable promised period, the order will be handled in accordance with applicable law.

11. Refused, Unclaimed, or Undeliverable Packages

Customers are responsible for providing a complete and accurate shipping address.

If a package is refused, unclaimed, returned because of an incorrect or incomplete address, or cannot be delivered for reasons not caused by Machenza:

A refund is not guaranteed
The package must first be returned and confirmed as received
Any approved refund may be reduced by the actual outbound shipping cost, return shipping, carrier charges, address-correction fees, customs charges, and other non-recoverable expenses

If the package is lost, abandoned, or destroyed by the carrier because of refusal, non-collection, or incorrect customer information, the order may not qualify for a refund.

Additional shipping charges may apply if the customer requests reshipment.

12. Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it:

Check the delivery area
Ask household members or neighbors
Contact the carrier
Notify Machenza promptly

Machenza may assist with carrier information or an investigation where appropriate.

A carrier status showing “delivered” does not automatically qualify an order for a refund or replacement.

Claims involving suspected theft may require a carrier claim, written statement, or police report.

13. Return and Refund Abuse

To the extent permitted by law, Machenza reserves the right to deny a claim, refuse service, or limit future purchases where there is reasonable evidence of:

Return fraud
Altered or fabricated evidence
Returning a different product
Intentional damage
Repeated unsupported claims
Abuse of promotional offers
Excessive or bad-faith return activity

This provision will not be used to deny legitimate consumer rights.

14. Duplicate Reimbursements

A customer may not receive more than one reimbursement for the same transaction.

If a refund, replacement, carrier payment, insurance payment, payment-provider credit, or chargeback has already been issued, Machenza may cancel, reduce, or offset any duplicate remedy to the extent permitted by law.