Returns & Refunds

Our promise

We want you to be happy. If something is not right, our 30-day Happiness Guarantee covers you — no chatbot maze, just a person who reads your email.

Eligibility — what we accept back

• Window: within 30 days of delivery.
• Condition: unused, in the same condition you received it, in original packaging with tags/labels intact.
• Proof: your order number, and a photo if the reason is a fault or wrong item.

Non-returnable items

For hygiene, safety and food-safety reasons, these cannot be returned unless they arrived defective or wrong:

• Opened or used consumables — treats, supplements, catnip, grooming pastes.
• Grooming products that have been opened or used (brushes are fine if unused).
• Items marked “final sale” on the product page.
• Personalised or made-to-order items.
• Anything damaged through normal pet use after delivery (that is not a manufacturing fault).

How to start a return

1. Email hello@kikiliving.store with your order number and the reason.
2. We reply with return instructions and the correct return address (usually our nearest warehouse to you).
3. Pack the item securely so it survives transit, and ship with tracking.
4. Email us the tracking number so we can watch for it.

Return shipping is paid by the buyer, unless the item is defective or we sent the wrong thing — in which case we cover it.

Refunds

• Once your return is received and inspected, we send a confirmation email.
• Approved refunds go to your original payment method within 5–10 business days.
• Original outbound shipping is refunded only when the return is due to our error or a defective item.
• Bank or card processing can add a day or two beyond our issue date.

Defective or incorrect items

If you receive a defective or wrong item, contact us within 7 days of delivery with photos and your order number. We arrange a replacement or a full refund, and we cover the return shipping. Where a replacement is unavailable, we refund in full including the original shipping.

Exchanges

We do not currently offer direct exchanges. The fastest path is to place a new order for what you want and return the original item under the 30-day guarantee.

Partial returns

If you return part of an order, we refund the items returned at their paid price. If the return drops the original order below the $49 free-shipping threshold, we may deduct the $9.99 standard shipping we would otherwise have charged — we will tell you before processing.

Cancellations

Email us within 12 hours of ordering to cancel. Once fulfilment has started we cannot cancel, but the 30-day guarantee still applies once the order arrives.

Chargebacks

If you believe a charge is wrong, email us first — we resolve almost everything by refund. A card chargeback filed without contacting us may be disputed with the evidence we hold, and abusive chargebacks (where the order was delivered and not returned) may be reported to the processor.

International returns

Buyers outside the US return at their own cost unless the item is defective or wrong. We give you the nearest practical return address to keep the postage low. Customs paperwork for a return should be marked “returned goods” so you are not charged duty twice.

Need help?

Email hello@kikiliving.store. We reply within 24 hours on business days (Mon–Fri, 9am–6pm HKT).

Last updated: September 24, 2026