RETURN & REFUND POLICY
Mastig Pet — Return & Refund Policy Last updated: April 2026
Due to the perishable and hygiene-sensitive nature of our products — all-natural, dehydrated animal-derived pet treats — all sales are final. We do not accept returns or exchanges under any circumstances, including change of mind, incorrect product selection, or customs-related issues.
Non-Returnable Items All Mastig products are non-returnable and non-exchangeable. This includes all natural dehydrated treats, collagen chews, dental treats, functional treats, and any other food-grade pet product sold on this store. This policy is in place to ensure the safety, hygiene, and integrity of all products.
Damaged or Defective Products If you receive a product that is visibly damaged, defective, or does not match your order, you must notify us within 7 days of delivery by emailing dalton.ferreira@mastpet.com.br. Please include your order number, a clear description of the issue, and photos of the damaged or incorrect item(s) and the outer packaging. Mastig reserves the right to assess each claim individually. If the claim is approved, we will offer a replacement shipment or store credit at our discretion. No cash refunds will be issued except where required by applicable law.
Customs Refusals & Import Denials Mastig is not responsible for orders refused or seized by customs authorities. It is the customer's responsibility to verify that the import of animal-derived pet treats is permitted in their country prior to placing an order. No refunds will be issued for orders intercepted, detained, or destroyed by customs.
Order Cancellations Orders may be cancelled only before they enter the processing stage. Once an order has been processed or dispatched, it cannot be cancelled. To request a cancellation, contact us immediately at dalton.ferreira@mastpet.com.br with your order number.
Chargebacks Initiating an unauthorized chargeback without first contacting Mastig to resolve the issue is considered a violation of this policy. We reserve the right to dispute all chargebacks that do not comply with the terms outlined above.