Refund policy
Last updated: August 15, 2026
We want you and your pet to love what you ordered. If something isn't right, we're here to help.
30-day returns
You have 30 days from the day your order arrives to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging with any tags still attached. For hygiene reasons, grooming products that have been used cannot be returned unless they arrived faulty.
How to start a return
Email us at kibetboniface@gmail.com with your order number and a short description of the issue. If your return is accepted, we'll send you instructions on where and how to send your package. Items sent back to us without first requesting a return cannot be accepted.
Damaged, faulty, or incorrect items
Please inspect your order as soon as it arrives and contact us within 7 days if the item is defective, damaged, or not what you ordered. A photo helps us resolve it quickly. In these cases we cover the cost of a replacement or a full refund, including shipping.
Return shipping costs
If the return is the result of an error on our side, we cover return shipping. For change-of-mind returns, the customer is responsible for return shipping costs, and original shipping charges are non-refundable.
Exchanges
The fastest way to get the item you want is to return the one you have and place a new order once your return has been accepted.
Items we can't accept back
- Sale and clearance items
- Gift cards
- Used grooming or hygiene products
- Items returned more than 30 days after delivery
European Union 14-day cooling-off period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. As above, the item must be unused, in its original condition and packaging.
Refunds
Once we've received and inspected your return we'll let you know whether the refund has been approved. Approved refunds are issued automatically to your original payment method within 10 business days. Please note that your bank or card issuer may take additional time to post the refund to your account.
If more than 15 business days have passed since we approved your refund and you still haven't received it, contact us at kibetboniface@gmail.com.