Refund policy
We want you and your dog to be happy with what arrives. This page explains when you can send something back, when you cannot, and what happens if something is wrong with your order.
Mi Loco Loco is part of Huis en Tuinmarkt, based in Amstelveen, the Netherlands. This policy follows Dutch and EU consumer law for distance selling. Last updated: 4 October 2026.
Changing your mind: 14 days
For most products you have 14 days from the day you receive your order to tell us you want to return it, without giving a reason. You then have another 14 days to send it back.
The product must be unused and in the condition it arrived in, with its labels and packaging. Food and treats are treated a little differently, and that is set out below.
Dog food and treats
Unopened bags can come back. If the seal is intact and the bag is undamaged, you can return it within 14 days like any other product.
Opened bags cannot. Once a food or treat bag has been unsealed, we are not able to take it back. Under EU consumer law, sealed goods that are unsuitable for return for reasons of health protection or hygiene are excluded from the right of withdrawal once the seal is broken. We cannot know how an open bag has been stored, and we will not resell food we cannot vouch for.
This does not affect your rights if something is wrong with the product — see below.
One thing worth knowing before you order: return postage is at your expense, and a 10 or 20 kg bag is expensive to send back. If you are not sure whether a food suits your dog, start with a 4 kg bag or one of our starter boxes. Our food calculator will tell you which bag size makes sense for your dog.
How long it keeps: every bag carries a best-before date and, where applicable, a batch number. Our dry food keeps on average 9 to 15 months depending on the recipe, and treats usually 6 to 12 months. Once a bag of dry food is open, use it within 4 to 6 weeks.
If something is wrong
This is separate from changing your mind, and it applies to everything we sell, opened bags of food included.
You are entitled to a product that does what it should. If an item arrives damaged, past its date, spoiled, or simply is not what you ordered, tell us as soon as you can, and in any case within two months of noticing it, at edwinshelp@live.nl with your order number and a photo of the problem. We will replace it or refund it. You do not pay return postage in that case. Food and treats come back too: we send you the return address, and you get your money back once the item has arrived.
Your statutory rights run for at least two years from delivery, and nothing on this page affects them. If a fault shows up later, still get in touch. We would rather hear about it.
How to return something
- Email edwinshelp@live.nl within 14 days of delivery with your order number and what you want to send back. A message is enough — you do not need a form, though you may use the EU model withdrawal form if you prefer.
- We send you the return address.
- Send the item back within 14 days of telling us. Keep your proof of postage.
Return postage is at your expense unless the item was faulty or wrongly sent.
Your refund
We refund you within 14 days of receiving your return, or of receiving proof that you sent it — whichever comes first. The money goes back to the payment method you used.
Because delivery is free on every order, there are no shipping costs to refund. If a returned item comes back damaged beyond normal handling, we may reduce the refund to reflect that.
What cannot be returned
- Food and treat bags that have been opened
- Items that have been used or damaged after delivery
Questions or a complaint
Email edwinshelp@live.nl or send a WhatsApp message to +31 (0)6 1180 1180. We aim to answer within one business day, and we would always rather sort something out directly than leave you unhappy.
Mi Loco Loco — part of Huis en Tuinmarkt
Kuifeend 15, 1187 BW Amstelveen, the Netherlands
Chamber of Commerce 34285149 · VAT NL002168833B80