Return & Refund Policy

RETURN & REFUND POLICY

At KIRE Pet Store, we want you and your furry friends to be completely satisfied with your purchase. We offer a 30-day return policy on most pet products.

30-DAY RETURN WINDOW

You have 30 days from the date you receive your order to request a return. This applies to pet beds, cooling mats, crates, carriers, leashes, collars, grooming tools, and accessories.

RETURN ELIGIBILITY - IMPORTANT FOR PET PRODUCTS

Due to the nature of pet products, we have specific hygiene requirements. To be eligible for a return, items must:

  • Be unused by pets - No pet hair, scratches, chew marks, or odors
  • Remain in original condition - Unwashed, unworn, and unassembled (if applicable)
  • Include all original packaging - Tags, labels, protective films, and boxes intact
  • Have proof of purchase - Order number or receipt required

Product-Specific Requirements:

  • Pet Beds & Cooling Mats: Must be completely unused, unwashed, with original packaging. No pet contact.
  • Crates & Carriers: Must be unassembled with all parts and hardware included. Protective seals intact.
  • Leashes, Collars & Harnesses: Tags attached, no signs of wear or adjustment.
  • Grooming Tools: Sealed in original packaging, unused.
  • Bowls & Feeders: Unused, unwashed, in original packaging.

HOW TO INITIATE A RETURN

Step 1: Contact us at phamkiet23112005@gmail.com within 30 days of delivery

Step 2: Provide the following information:

  • Order number
  • Product name(s) you wish to return
  • Reason for return
  • Clear photos showing the item's condition and packaging

Step 3: Receive your Return Authorization (RMA) number and return instructions

Step 4: Ship the item back using the provided instructions

Important: Returns without an RMA number will not be accepted. Please do not send items back without contacting us first.

RETURN SHIPPING

Defective or Incorrect Items: If we sent you a defective, damaged, or wrong item, we'll provide a prepaid return label at no cost to you.

Change of Mind/Size Issues: Customer is responsible for return shipping costs. We recommend using a trackable shipping method.

Note: Original shipping fees are non-refundable unless the return is due to our error.

NON-RETURNABLE ITEMS

For health, safety, and hygiene reasons, the following items cannot be returned:

  • Food & Treats: Any opened pet food, treats, chews, or supplements
  • Hygiene Products: Litter boxes, pee pads, waste bags, or cage liners (once opened)
  • Personal Care: Pet shampoos, conditioners, sprays, or grooming products (once used or opened)
  • Clearance/Sale Items: Items marked as final sale (unless defective)
  • Custom/Personalized Items: Engraved tags, custom beds, or personalized accessories
  • Gift Cards: Non-returnable and non-refundable

If you're unsure whether your item qualifies for return, please contact us at phamkiet23112005@gmail.com

DAMAGED OR DEFECTIVE ITEMS

Inspect your order immediately upon delivery. If you receive a damaged, defective, or incorrect item:

  1. Take photos or video of the damage/defect and packaging
  2. Contact us at phamkiet23112005@gmail.com within 7 days
  3. We'll arrange a free replacement or full refund

We stand behind the quality of our products and will make it right if something arrives damaged or doesn't work as expected.

SIZE EXCHANGES FOR PET APPAREL & ACCESSORIES

Ordered the wrong size collar, harness, or pet clothing? We've got you covered!

Free Size Exchange Program:

  • Available for leashes, collars, harnesses, and pet apparel
  • Must be requested within 14 days of delivery
  • Item must be unused with tags attached
  • Customer pays one-way shipping only
  • One free exchange per order

To request a size exchange, email us at phamkiet23112005@gmail.com with your order number and the size you need.

PRODUCT EXCHANGES

Want a different product instead? The fastest way is to:

  1. Return your original item following our return process
  2. Once approved, you'll receive a refund
  3. Place a new order for the item you want

This ensures you get your new product as quickly as possible!

REFUND PROCESS

Once we receive your return:

  1. We'll inspect the item within 2-3 business days
  2. You'll receive an email confirming approval or denial
  3. If approved, refund will be processed to your original payment method
  4. Refunds typically appear within 10 business days
  5. Bank processing may take additional time

Refund Amount: You'll receive a full refund for the product price. Original shipping fees are only refunded if the return is due to our error (defective, damaged, or wrong item).

If you haven't received your refund after 15 business days, please contact us at phamkiet23112005@gmail.com

EUROPEAN UNION CUSTOMERS

If you're located in the European Union, you have additional rights under EU consumer protection laws:

  • 14-Day Cooling-Off Period: You may cancel your order within 14 days of delivery for any reason
  • Items must meet the same condition requirements listed above
  • You're responsible for return shipping costs unless the item is defective
  • Refund will be processed within 14 days of receiving your return

QUESTIONS ABOUT RETURNS?

Our customer support team is here to help!

We're committed to making your return experience as smooth as possible. Thank you for choosing KIRE Pet Store for your pet's needs!

Last updated: December 2025