Refund policy

Refund and Returns Policy (Mollu.pl)

Thank you for shopping at Mollu. Our products are crafted with the utmost care for your pet's comfort, ensuring uncompromising quality in every merino wool blanket. We understand, however, that a purchased item may sometimes not meet your expectations. Below you will find our detailed terms regarding returns and complaints procedures.

1. Right of Withdrawal (14-Day Return Period)

  • In accordance with applicable consumer law, you have the right to withdraw from the sales contract within 14 calendar days without giving any reason.
  • The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, takes physical possession of the product.

2. Return Conditions for Premium Products

  • Merino wool is a natural, luxury, and hygienic product. To be eligible for a full refund, the returned blanket must be in undamaged and pristine condition.
  • The product must not bear any signs of use. In particular, it must be completely free of pet hair, stains, or foreign odors (e.g., perfume, cigarette smoke, household or pet scents).
  • Items must be returned in their original packaging, including all original labels, tags, and product inserts.
  • If a returned item shows signs of use beyond what is necessary to establish the nature, characteristics, and functioning of the goods, Mollu reserves the right to reduce the refund amount to reflect the product's diminished value.

3. Return Procedure – Step by Step

  1. Notification: Inform us of your decision via email at hello@mollu.pl within 14 days of receiving your package.
  2. Shipping: Securely pack and send the product back to our returns address: Fosowa 11/1, 62-069 Dabrowka, Poland. The cost of return shipping is borne by the Buyer. We do not accept cash-on-delivery (COD) shipments or unauthorized drop-off locker deliveries.
  3. Verification and Refund: Upon receiving your package, we will inspect the condition of the blanket. If the product meets our return criteria, we will process your refund immediately, no later than 14 days from the day we receive your return. The refund will be issued using the same payment method you used for the initial transaction.

4. Complaints and Warranty Procedure

  • We ensure our blankets are flawlessly finished. However, if your product has a manufacturing defect or has suffered non-user-related damage, you have the right to file a complaint.
  • Complaints must be submitted electronically via email to hello@mollu.pl.
  • Your submission should include: your order number, a description of the defect, and clear photographs showing the damage.
  • Mollu will respond to your complaint within 14 calendar days of receipt. You will be notified of the outcome via email.
  • If the complaint is justified, we will first offer to repair the blanket or replace it with a new, defect-free product. If this is not possible, we will issue a full refund, including original shipping costs.

5. Merino Wool Care Notice

Please note that natural characteristics of merino wool (such as gentle pilling or fuzzing in areas of friction) and damage resulting from improper care (e.g., shrinkage caused by washing in hot water or using incorrect detergents) do not constitute manufacturing defects and are not eligible for a complaint. Detailed guidelines for proper care can be found on the product card included with your order.

Last updated: July 17, 2026