General Return & Shipping Fee Rules
Return shipping fees will be determined based on the responsible party. If the return is initiated due to personal reasons on the consumer’s side, the customer shall bear the full return shipping cost, which depends on the courier company you choose. If the return is required due to our store’s reasons, including defective products, damaged items during delivery, or incorrect orders, customers are exempted from bearing any return shipping fees.
All items purchased from kissmypet.shop qualify for return and refund services under valid conditions. To be eligible for a refund, all returned items must be kept in brand-new, unopened, and unused condition. Customers must complete the return process within 30 calendar days after receiving the package and attach a copy of the original order invoice. The final refund amount will be the original product price excluding shipping fees, and the funds will be returned via the original payment method. Customers are responsible for all shipping costs generated during the return shipment. All returned items must be shipped with insured and traceable logistics with secure packaging to avoid damage during transit.
Before returning any products or if you have any questions regarding returns and refunds, please contact our customer support team in advance for professional guidance to ensure a smooth return transaction. Normally, we will process your return application within 5–7 business days after receiving your returned package.
How to Return an Item
If you are unsatisfied with your purchased items and need to apply for a return, please contact our customer service team within 30 days after order delivery.
When submitting a return request, please provide your valid order number and detailed return reason. Our support team will review your application and send you detailed return operation instructions once your request is approved.
We only accept returns for products purchased directly from our official website kissmypet.shop. For items purchased through authorized offline retailers or third-party platforms, please contact the corresponding merchant directly for return support.
All returned products must be sent back with complete original packaging, including original accessories, manuals, labels, and related documents. The items must remain unused and in the exact original condition as delivered. Returns with product stains, damaged packaging, broken seals, or incomplete accessories will not be accepted. Our team reserves the right to refuse refunds or exchanges if the returned product condition does not meet our return standards. In addition, all personalized customized products are non-refundable and non-exchangeable.
Items that cannot be returned or refunded include products purchased from third-party retailers, products incorrectly purchased by customers, and products damaged due to improper customer operation or manual damage. Returns without valid purchase proof will be rejected. kissmypet.shop reserves the final right to approve or reject all return applications.
Defective, Damaged or Incorrect Items
If you receive defective, faulty, damaged, or incorrect products, or you have any dissatisfaction with your order, please contact our customer support team promptly to initiate the return and replacement process. To speed up the processing, please provide the following information: your order number, valid purchase proof, clear photos or videos of defective/damaged/incorrect items (if applicable), complete delivery address, and contact phone number. In some cases, product media proof is required for us to confirm and process your refund or replacement application.
Return Processing Time
Our return review and processing cycle takes up to 7 business days after we receive your returned package. We will send you an official email notification immediately after your return is successfully processed. For defective and incorrect products caused by our store, we offer a full refund. For returns initiated by personal preference or non-quality issues, the refund amount excludes all shipping and handling fees.
Refund Time Schedule
All refunds will be returned through your original payment channel. For credit card or debit card payments, the refund will be submitted to your card-issuing bank within 7–10 business days after we receive and confirm your returned items or cancellation request. The specific arrival time depends on the bank’s processing cycle. If you have not received the refund after the above period, please consult your bank or card issuing institution for detailed credit posting progress.
Order Modification & Cancellation
If you need to modify or cancel your order, please contact our customer support team as soon as possible and provide your order number and specific modification/cancellation requirements. We will confirm and complete the operation for you in a timely manner. Please note that once the order has been packed or shipped out, modification and cancellation services are no longer available.
You can log in to your kissmypet.shop account to check your real-time order status, or contact our support team for order inquiries.
Contact Us
If you have any questions about our return, refund and order modification policy, please feel free to contact our support team at: shi681068@gmail.com
We will reply to your inquiry within 24 hours.