Return & Refund Policy

At Kinivo Pets, we want you and your pets to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.

Returns

We offer a 30-day return policy, which means you have 30 days from the date of receiving your item to request a return.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Proof of purchase, such as your order confirmation or receipt, is required.

To initiate a return, please contact us at kinivopets@gmail.com. Return requests must be approved before any item is sent back. Once your request is reviewed, we will provide return instructions and the appropriate return address.

Items returned without prior authorization will not be accepted.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect.

Original shipping charges are non-refundable unless the return is due to our error.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery at kinivopets@gmail.com with photos of the issue.

We will evaluate the situation and, if approved, provide a replacement or refund at no additional cost.

Non-Returnable Items

The following items cannot be returned:

• Gift cards

• Sale or clearance items

• Personalized or custom-made products

• Perishable goods

• Products that have been used, worn, washed, or damaged after delivery

• Health, hygiene, or personal care products where applicable

If you have questions about a specific product, please contact us before making a purchase.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the eligible product and place a new order once your return has been approved.

European Union Customers

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it without providing a reason.

To qualify, the item must be unused, in its original condition and packaging, and accompanied by proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you regarding the approval status of your refund.

If approved, your refund will be processed to your original payment method within 10 business days. Please note that your bank, credit card provider, PayPal, or payment processor may require additional time to complete the transaction.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at kinivopets@gmail.com.

Order Delays & Delivery Issues

While we strive to deliver all orders within the estimated timeframe, delivery dates are not guaranteed. Delays caused by customs clearance, weather conditions, carrier disruptions, public holidays, or other circumstances beyond our control are not eligible for refunds.

Customers are responsible for providing accurate shipping information. Orders returned due to an incorrect or incomplete address may be subject to additional shipping charges.

Contact Us

For any questions regarding returns, refunds, or your order, please contact us at:

Email: kinivopets@gmail.com