Refund policy

We have a 14 -day return policy, which means you have 14 days from the day you receive your item(s)to request a return. We cannot accept any returns that exceed the 14 day return policy.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof or purchase with order date , and also proof of delivery email including date.

To begin a return, you can contact us at mishkaluxe@outlook.com. Items sent back to us without first requesting a return will not be accepted.

If you have any questions on returns, refunds or recalls, or are unsatisfied with your order in any way, we kindly ask that you contact at mishkaluxe@outlook.com

All orders are inspected before and during packaging. All parcels are inspected before delivery. Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, or if we have missed an item from your order, so that we can evaluate the issue and make it right. Please inspect the quality of all dog foods, treats and chews before feeding them to your dog. Follow all storage instructions which you will find on our website. Follow all label instructions. 

Certain types of items cannot be returned, such as perishable goods (such as foods/treats), custom products (such as special orders or personalised items), any toys that have been used and broken tags.

Unfortunately, we cannot accept returns on sale items or gift cards.

Certain types of items that can be returned if authorised by Mishka Luxe, such as toys (only if unused, damaged upon arrival, tags have not been removed, no smells), Sealed manufacturer foods, sealed by manufacturer ), enrichment goods (only if damaged upon arrival, no labels/tags removed, unused). 

We will do our utmost to resolve any issues. To be eligible for a refund, we have a 14 day policy. You must contact us immediately contact us, our email is mishkaluxe@outlook.com. Your must provide your order number, the date of the order made, the date of the order received, confirm delivery address and your reason for your refund. We may ask for photos of your products to determine your eligibility for refund. If you are eligible for a refund, we will process this within 48 hours - this may take up to 3-5 working days for the refund to arrive into your bank account.

We work very hard to try and get your orders packaged and posted within first 24 hours of your order being purchased. All of our orders are posted by 48 hour tracked delivery with Royal Mail. You will receive an email when your order dispatches, including tracking information. 48 hours tracked is a delivery guidance. Sometimes delays can happen which is out with Mishka Luxe's control. If you have not received your item, please allow up to 14 days as per Royal Mail's process, we can not declare your parcel until 14 days after dispatch date. After 14 days, if your parcel has not yet arrived, we will refund you in full.

As we are a small family run business, our customers and your pets are the most important thing to us. We work hard and tirelessly and are very committed in finding our customers the best products and will go above and beyond to help. If you are unsatisfied or disappointed with your order in any way, all we kindly ask is that you contact us to give us the opportunity to resolve any issue before you decide to share any of the issue details publicly. We are very approachable, so please kindly email us at MishkaLuxe@outlook.com. 

Mishka Luxe is committed to sell only safe, suitable products to our customers. We consider it our duty and responsibility to remove products from sale that have been deemed unsafe or in violation of Product Safety Standards and Food Standards Scotland.

The procedures outlined in this document are designed to carry out a recall or market withdrawal, ensuring the efficiency of the product to protect the physical and economic health of our customers. The purpose of a recall is to locate the product identified for recall, remove the product from sales and provide accurate information to all parties involved, ie, our customers who have purchased the batch that has been recalled. The recall is concluded when relevant authorities determine that all reasonable efforts have been made to remove or correct the product.

A product recall is a critical procedure and is managed as a priority and cannot be rescheduled. The term "Product Recall" indicates an urgent matter and requires immediate attention.

A log of customers and products shipped are maintained and any customers who are affected will be promptly notified by email within first 24 hours of urgent notice, and also notified immediately across out social media platforms, or letter of the recall and the course of action that will allow. An email or letter is drafted and mailed within 2 working days of the recall notification. "URGENT Product Recall" will be prominently displayed on the envelope/message. An social media notice will be posted within 2 hour of Mishka Luxe being notified.  

Once the defective product has been recovered it will be returned to the supplier or manufacturer (if there is no further risk of contamination) to determine whether the product can continued to be sold or if it must be destroyed. 

If you receive a recall notice, please immediately contact us with your order number/date and follow instructions on your recall notice for returning your product, contacting us will also allow us to locate your order and product batch. If you receive any recall notice or see a recall. notice on our socials, please do not use the product that is recalled.