Last updated: June 18, 2026
At MonPluto, we want you and your companion to be fully satisfied. If an item is not suitable, here are our return and refund policies applicable to orders placed on www.monpluto.com.
1. Withdrawal period
You have a period of 30 calendar days from the receipt of your order to notify us of your wish to return a product. Consumers in the European Union benefit in any case from the legal 14-day right of withdrawal.
2. General return conditions
- The product must be unused, clean, and returned in its original packaging with tags intact.
- All returns must be pre-approved by our customer service team (via contact form or email).
- See Article 5 for the coverage of costs in the event of a defect or order error.
3. Non-returnable items
For health and safety reasons, returns are not accepted once opened or used for:
- food products, treats, and supplements (consumables);
- unpacked hygiene and grooming items (brushes, care accessories, litter);
- items that have been used by the animal (bedding, toys, soiled bowls);
- personalized or custom-made items.
4. Return procedure
- Contact our customer service within 30 days via the contact form or at info@monpluto.com.
- Once the return is approved, you will receive instructions and the return address.
- After receipt and inspection of the item, the refund or credit note is issued within 10 business days, using the original payment method.
5. Defective items or order errors
If you receive a defective product or if an error occurred with your order, please contact us within 48 hours of receipt, in writing and with supporting photo(s). MonPluto will then fully cover the return costs and, depending on the case, proceed with a replacement, repair, or full refund.
6. Refunds
- Refunds apply to items returned in accordance with these conditions, excluding initial shipping costs, which remain the responsibility of the Customer.
- The refund is made using the same payment method as the one used for the order.
- We reserve the right to refuse a refund if the conditions are not met or if the item shows signs of use or is missing packaging.
7. Unclaimed or refused delivery
Parcels not collected (post office, pickup point) or refused without valid justification will be partially refunded after deduction of outbound shipping costs, return costs, and any management fees incurred.
Contact
ALEX SMART WHOLESALE (ASWS)
5 Rue de l'Industrie — 74000 Annecy, France
Legal Representative: D. Alexandre
E-mail: info@monpluto.com
Tel: +41 79 546 67 04
RCS Annecy 108 487 091 · VAT ID: FR95108487091