Returns & Exchanges
Returns & Exchanges Policy
Eligibility Criteria
- Return/exchange requests must be made within 10 days of receiving your order, and items must reach our warehouse within 21 days.
- Items must be unused, in their original packaging, with seals intact, labels attached, and any accompanying gifts included.
- Returns due to defects or incorrect/missing items will always be accepted. If you’ve received a damaged or incorrect item, please contact us immediately.
Exceptions
- The following items cannot be returned due to hygiene reasons: beds, blankets, pee pads, wearables (e.g., harnesses, collars, leashes), clearance sale items & surprise boxes.
- If your return affects a Gift with Purchase (GWP) or promotional freebie, the freebie must be returned as well.
- If your return affects free shipping eligibility, the original delivery fee will be deducted from your refund.
- If your return affects a discount code, the code will be revoked and may be applied to a future order instead. Refunds will be based on the net amount paid.
Next Steps
1. Submit your return request here and receive a response within 3-5 working days.
2. If your return meets the eligibility criteria: - Store credit refund will be issued within 7 days. - For defective or incorrect/missing items, refunds will be issued to the original payment method.
3. If your return does not meet our criteria, a refund will not be issued. You must collect the item within 14 days, after which it will be donated to animal welfare groups.
- Return/exchange requests must be made within 10 days of receiving your order, and items must reach our warehouse within 21 days.
- Items must be unused, in their original packaging, with seals intact, labels attached, and any accompanying gifts included.
- Returns due to defects or incorrect/missing items will always be accepted. If you’ve received a damaged or incorrect item, please contact us immediately.
Exceptions
- The following items cannot be returned due to hygiene reasons: beds, blankets, pee pads, wearables (e.g., harnesses, collars, leashes), clearance sale items & surprise boxes.
- If your return affects a Gift with Purchase (GWP) or promotional freebie, the freebie must be returned as well.
- If your return affects free shipping eligibility, the original delivery fee will be deducted from your refund.
- If your return affects a discount code, the code will be revoked and may be applied to a future order instead. Refunds will be based on the net amount paid.
Next Steps
1. Submit your return request here and receive a response within 3-5 working days.
2. If your return meets the eligibility criteria: - Store credit refund will be issued within 7 days. - For defective or incorrect/missing items, refunds will be issued to the original payment method.
3. If your return does not meet our criteria, a refund will not be issued. You must collect the item within 14 days, after which it will be donated to animal welfare groups.
Returning/exchanging your order
Please ensure your order meets our return policy. Then, contact us within 10 days with the following details:
For general returns:
- Order Number (e.g., KMXXXXX)
- Product/SKU Code (found in your order confirmation email)
- Reason for return
For defective items:
- Order Number (e.g., KMXXXXX)
- Product/SKU Code (found in your order confirmation email)
- Clear photos of the defect
For incorrect items received:
- Order Number (e.g., KMXXXXX)
- The product/SKU code of the item ordered and received
Additional Notes:
- If an exchange item is out of stock, store credit or a refund will be issued.
- For defective items, we will arrange a return via Ninjavan.
- Items must be unused, with tags attached, in original packaging.
- We recommend using Ninjavan to avoid additional charges, as we do not reimburse other return methods.
For general returns:
- Order Number (e.g., KMXXXXX)
- Product/SKU Code (found in your order confirmation email)
- Reason for return
For defective items:
- Order Number (e.g., KMXXXXX)
- Product/SKU Code (found in your order confirmation email)
- Clear photos of the defect
For incorrect items received:
- Order Number (e.g., KMXXXXX)
- The product/SKU code of the item ordered and received
Additional Notes:
- If an exchange item is out of stock, store credit or a refund will be issued.
- For defective items, we will arrange a return via Ninjavan.
- Items must be unused, with tags attached, in original packaging.
- We recommend using Ninjavan to avoid additional charges, as we do not reimburse other return methods.
Incorrect/missing items in order
If you’ve received an incorrect item or are missing something from your order, please contact us here within 10 days of the delivery date with the following details:
Your Order Number (i.e.. #KMXXXX)
The product / SKU code of the item you ordered
The product / SKU code of the item you received (if an incorrect item was sent)
Our Customer Care team will guide you on the next steps as soon as possible.
Additional things to note:
- For incorrect items, we’ll arrange a return via Ninjavan, and you'll receive an email with the airway bill label and further instructions.
- Please ensure the item(s) is new and unused, with tags attached, and in its original packaging.
- To avoid additional charges, we recommend using Ninjavan, as we’re unable to reimburse costs from other return methods.
Your Order Number (i.e.. #KMXXXX)
The product / SKU code of the item you ordered
The product / SKU code of the item you received (if an incorrect item was sent)
Our Customer Care team will guide you on the next steps as soon as possible.
Additional things to note:
- For incorrect items, we’ll arrange a return via Ninjavan, and you'll receive an email with the airway bill label and further instructions.
- Please ensure the item(s) is new and unused, with tags attached, and in its original packaging.
- To avoid additional charges, we recommend using Ninjavan, as we’re unable to reimburse costs from other return methods.
Defective item received
Please contact us here within 10 days with:
- Order Number (e.g., KMXXXXX)
- Product/SKU Code (found in your order confirmation email)
- Clear photos of the defect
If the item is out of stock, we’ll issue store credit or a refund instead.
Additional Notes:
- We will arrange a return via Ninjavan and provide an airway bill label.
- Items must be unused, unaltered, with tags attached, and in original packaging.
- To avoid additional costs, we recommend using Ninjavan for returns.
- Order Number (e.g., KMXXXXX)
- Product/SKU Code (found in your order confirmation email)
- Clear photos of the defect
If the item is out of stock, we’ll issue store credit or a refund instead.
Additional Notes:
- We will arrange a return via Ninjavan and provide an airway bill label.
- Items must be unused, unaltered, with tags attached, and in original packaging.
- To avoid additional costs, we recommend using Ninjavan for returns.
Cancellation of return request
No problem at all! You don’t need to take any further action or drop off the return. We’ve got it covered for you.