Refund Policy
We hope you and your pets are happy with your order. However, should anything be wrong, please email us at kimoonapets@outlook.com as soon as possible.
Please include your order number, details of the problem and, where relevant, photographs of the product and packaging. We will always do our best to resolve the matter promptly, although responses may take slightly longer during particularly busy periods.
Damaged, Faulty or Incorrect Products
Please contact us as soon as possible when an item arrives damaged, faulty, incorrectly described or different from the item you ordered.
Depending on the circumstances, we may offer a replacement, exchange or refund. We may ask you to provide photographs or return the product so that we can investigate the issue.
Please do not send products back to the manufacturer or return anything to us without contacting us first.
Your rights under the Consumer Rights Act 2015 are not affected by this policy.
Raw, Frozen and Perishable Products
Raw, frozen and other perishable products cannot normally be returned or refunded when you have changed your mind.
Please check your order carefully before completing your purchase and ensure someone is available to receive and store frozen products appropriately.
This exclusion does not affect your rights when a product is faulty, damaged, incorrectly supplied or not as described. Please contact us immediately should there be a problem with a perishable product.
For food-safety reasons, we cannot accept the return of raw or frozen products once they have been delivered unless we have specifically asked you to return them.
Non-Perishable Products
For eligible non-perishable products purchased online, you may tell us that you wish to cancel your order within 14 days of receiving it.
You then have a further 14 days to return the item. Please contact us before sending anything back so that we can provide the correct return instructions.
Returned products must be:
- unused and in their original condition;
- complete and in their original packaging where reasonably possible;
- suitable for resale; and
- accompanied by your order number or other proof of purchase.
Unless an item is faulty, damaged, incorrect or not as described, you will usually be responsible for the cost of returning it.
We may reduce a refund when an item has been handled beyond what would reasonably be necessary to inspect it, resulting in a loss of value.
Certain products may be excluded from change-of-mind returns where the law permits, including perishable goods and sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed.
Proof of Purchase
Please provide your order confirmation, order number, bank statement or another reasonable form of proof that the product was purchased from Kimoona.
Refunds
Once an eligible return has been received and inspected, we will let you know whether the refund has been approved.
Approved refunds will be issued to the original payment method. We will process the refund without undue delay and within the timescales required by law. Your bank or payment provider may take additional time to display the funds in your account.
Original standard delivery charges will be refunded where required by law. Additional charges paid for an enhanced or express delivery service may not be refundable.
Late or Missing Refunds
When we have confirmed that a refund has been processed but it has not appeared:
- Check your bank or payment account again.
- Contact your card issuer or payment provider, as processing times can vary.
- Email kimoonapets@outlook.com if the refund is still missing.
Exchanges
We may offer an exchange when a product is damaged, faulty or incorrect.
For eligible non-perishable products, an exchange may also be considered when the item is unused, unopened where applicable and in a clean, resalable condition.
Please email kimoonapets@outlook.com before returning anything. Exchanges are subject to product availability.
Sale Items
Sale and discounted products have the same statutory rights as full-priced products when they are faulty, damaged, incorrectly described or not fit for purpose.
Change-of-mind returns for eligible sale items will be handled in accordance with the non-perishable returns section above.
Gifts
When an eligible product was purchased as a gift, any refund will normally be returned to the original purchaser using their original payment method.
We may be able to arrange an exchange or shop credit where appropriate. Please contact us to discuss the available options.
Cancelled Orders
Please contact us immediately when you need to cancel an order.
When an order has not yet been prepared or dispatched, we will do our best to cancel it. However, we may be unable to cancel raw, frozen or perishable products once preparation or delivery arrangements have begun.
Contact Us
For questions about returns, refunds, damaged products or order problems, please contact:
Email: kimoonapets@outlook.com
This policy does not affect your statutory rights.