Refund policy
Returns, Refunds & Replacements
At Mitodo, we take care to ensure that every product reaches you in good condition. Please review our return and refund policy before making your purchase.
Kumo Bed & Sora Stairs
Our Kumo Orthopedic Pet Bed and Sora Pet Stairs contain foam components that are vacuum-compressed and sealed in their original packaging for hygiene, shipping and product protection purposes.
Once the vacuum-sealed packaging has been opened, we are unable to accept returns, exchanges or refunds due to change of mind, incorrect size selection, colour preference, or other non-defect-related reasons.
If you are unsure about the size, please refer to the product measurements carefully before opening the vacuum packaging.
Foam Expansion
After unpacking, the foam may require some time to fully expand and regain its intended shape. Please allow up to 72 hours for the foam to fully rise.
If the foam does not properly expand after 72 hours, please contact us with your order number, photos and/or a short video showing the condition of the product.
Once verified as a product defect, we will arrange an appropriate replacement or refund at our discretion.
Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or you have received the wrong item, please contact us as soon as possible after receiving your order. Please provide:
- Your order number
- Clear photos or videos of the product
- Photos of the original packaging and shipping label
We will assess the issue and provide a replacement or refund where applicable.
Change-of-Mind Returns
For eligible products that remain completely unopened, unused and in their original sealed packaging, please contact us before returning the item. Return shipping costs will be borne by the customer unless the item received was defective or incorrect.
Items that have been opened, used, washed, damaged after delivery, or removed from their vacuum-sealed packaging are not eligible for change-of-mind returns.
Important
Please inspect the external packaging and confirm that you have received the correct product, colour and size before opening the vacuum-sealed packaging.
By purchasing from Mitodo, you acknowledge and agree to this Return, Refund & Replacement Policy.
For assistance, please contact us at hello@mitodo.com.sg.