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KINDOPET – RETURN & REFUND POLICY

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At Kindopet, your satisfaction matters to us. We want every customer to feel confident when shopping with us, so we designed a return and refund policy that is clear, fair, and easy to follow.

This policy outlines the conditions under which returns, exchanges, and refunds can be requested.

1. Eligibility for Returns

To qualify for a return, your item must meet the following conditions:

The request must be made within 14 days of receiving your order.
The product must be unused, unwashed, and in the same condition in which it was received.
All original packaging, tags, and accessories must be included.

Items that cannot be returned include:

Gift cards
Personalized or custom-made items
Clearance or final-sale products
Items marked as “non-returnable” on the product page

2. Damaged, Defective, or Incorrect Items

If you received a damaged, defective, or incorrect item:

Contact us within 48 hours of delivery.
Provide clear photos or videos of the issue.
Our support team will verify the problem and arrange either:
- a replacement,
- a free return, or
- a full refund, depending on your preference.

We guarantee fast resolution for these cases.

3. Return Process

To initiate a return, please contact us at:

Email: support@kindopet.com
Subject Line: Return Request – Order #[your order number]

Please include:

Your full name
Order number
Reason for the return
Photos (if applicable)

Our team will review your request and send detailed instructions, including the return shipping address.

Note:
Customers are responsible for return shipping costs unless the item was damaged, defective, or incorrect.

4. Refunds

Once your return is received and inspected:

Approved refunds will be processed to your original payment method.
Refund processing typically takes 5–10 business days, depending on your bank or payment provider.

Shipping fees are non-refundable, except in cases of damaged or incorrect items.

5. Exchanges

If you want to exchange a product:

Follow the same return request process.
Once we receive the item, we will ship the replacement product.

If the exchange item is unavailable, you may choose a refund or store credit.

6. Order Cancellations

Orders can be cancelled within 12 hours of purchase.
After this window, your order may already be processing and cannot be cancelled.

7. Lost or Missing Packages

If your package is lost in transit:

Contact us, and we will open a case with the courier.
Once confirmed lost, we will resend your order or issue a full refund.

We want you to receive your purchase, no exceptions.

8. Late or Missing Refunds

If you have not received your refund after 10 business days:

Check your bank account or card issuer.
Then contact us at support@kindopet.com.

We will assist you immediately.

9. Contact Us

For any return or refund questions, please reach out anytime:

Email: support@kindopet.com
Working Hours: Monday–Friday, 9:00 AM – 6:00 PM (GMT+8)

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