Refund policy

Return & Refund Policy

30-day returns
You may request a return within 30 days of receiving your order. Items must be unused, in original condition, and returned with all original parts and packaging.

Damaged, defective, or incorrect items
If your item arrives damaged, defective, or is not what you ordered, email us within 7 days of delivery with your order number and a photo. We will send a replacement or a full refund, and we will cover return shipping if a return is needed.

How to start a return
Email support@kinetipet.com with your order number, your full name and shipping address, the reason for the return, and a photo if the item is damaged. We reply within 1–2 business days with the correct return address and instructions. Please do not send items back to the address on the original package.

Return shipping
Unless the item arrived damaged, defective, or incorrect, return shipping costs are the customer's responsibility. Original shipping charges are non-refundable.

Refunds
Once we receive and inspect your return, we will process your refund to your original payment method within 7 business days.

Cancellations
If your order has not shipped yet, contact us as soon as possible and we will do our best to cancel it. Once an order has shipped, it cannot be cancelled; please wait to receive it and then start a return if needed.

Non-returnable items
Used items, items returned after 30 days, and items missing original parts or packaging.