Refund & Exchange Policy

Last Updated: March 29, 2026

We want you and your pet to be happy with every MUERIS product. If something isn't right, we're here to help.

1. Eligibility Conditions

The product must be unused, unassembled, and in its original packaging
All accessories, filters, manuals, and components must be included
Products that have been used with food or water, or show signs of pet use, cannot be returned for hygiene reasons
Replacement filters and consumable accessories are non-returnable once opened

2. Defective or Damaged Products

If your product arrives damaged or has a manufacturing defect, contact us within 7 days of delivery with photos of the damage. We will arrange a free replacement or full refund, including return shipping at our expense.

3. How to Start a Return

Email info@mueris.com with your order number, reason for return, and photos if applicable
Our team will respond within 1–2 business days with return authorization and shipping instructions
Pack the product securely in its original packaging and ship it back
Once we receive and inspect the return, we will process your refund

4. Refund Timeline

Refunds are processed within 5–7 business days after we receive and inspect the returned item. The refund will be issued to your original payment method. Please allow an additional 3–10 business days for the refund to appear on your statement, depending on your bank or payment provider.

5. Shipping Costs for Returns

Defective or damaged items: MUERIS covers all return shipping costs
Change of mind returns: Customer is responsible for return shipping costs
Original outbound shipping fees are non-refundable unless the return is due to our error