Refund policy
KindPet — Refund Policy
Last updated: April 13, 2026
Nothing in this policy affects your statutory rights as a consumer under applicable law.
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Our Promise
Every KindPet order is handled with care. If something isn't right on our end, we'll fix it.
Personalised Items — Harness & Collar
Your harness and collar are made to order with your dog's name. Production begins promptly upon order confirmation, typically within one business day. Because personalised items are made to your individual specification, they cannot be returned. Remedies for sizing and personalisation errors are set out below.
This applies to: the Personalised Reflective Dog Harness and Personalised Dog Collar.
Sizing
If the size you receive does not fit your dog, we will remake the harness or collar in the correct size at no charge. You do not need to return the original. One size remake applies per order, within 14 days of delivery.
To request a sizing remake, email kindpet.hq@gmail.com within 14 days of delivery with your order number and the correct size needed. Please measure your dog using the size guide on the product page before requesting, to make sure the new size is right. Replacements are typically dispatched within 5 business days of approval.
Name Typos
If the name you entered at checkout contained a typo, we will remake the name patch at no charge. This applies once per order. You do not need to return the original.
To request a correction, email kindpet.hq@gmail.com within 14 days of delivery with your order number and the correct name. We will cross-reference the name submitted at checkout against your claim before processing a replacement. Replacement patches are typically dispatched within 5 business days of approval. Please review your personalisation carefully before ordering — we produce exactly what is submitted.
We will replace or refund if:
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The name attached to your product differs from the name submitted on your order (i.e. we attached the wrong name, not a checkout entry error) — this constitutes a production error on our part
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The quality of personalisation is materially defective upon arrival (e.g. poorly applied patch, partially visible name)
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The item arrives damaged or defective
We cannot accept returns or refunds if:
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You changed your mind after ordering
When contacting us about a personalised item, you must provide your order number so we can cross-reference the name and size submitted at checkout against what was attached and dispatched.
Non-Personalised Items — Leash & Water Bottle
The Adventure Leash and Water Bottle may be returned within 30 days of delivery, provided the item is unused, in original condition, and original packaging is intact. Return shipping is the customer's responsibility unless the item is faulty.
To start a return, email kindpet.hq@gmail.com with your order number within 30 days of delivery.
Non-personalised items are also subject to a 14-day statutory right of cancellation from the date of receipt — see our Terms and Conditions for full details.
Faulty or Incorrect Items — All Products
If any item arrives damaged, defective, or incorrect, we'll replace it or issue a full refund at no cost to you. Where only part of an order is affected, a partial replacement or partial refund for the affected item(s) may be offered.
How to claim:
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Email kindpet.hq@gmail.com within 14 days of delivery
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Include your order number and a clear photo showing the defect alongside the item
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We'll respond within 2 business days and aim to resolve all claims within 5 business days of receiving the required information
Return shipping for faulty items is covered by KindPet.
Order Cancellations
Personalised items enter production promptly upon order confirmation, typically within one business day.
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Within 1 hour of ordering — email us immediately at kindpet.hq@gmail.com; we'll do our best to stop production before it begins
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After 1 hour — cancellation cannot be guaranteed once production has started
Non-personalised items can be cancelled any time before they ship.
Refunds
Approved refunds are returned to your original payment method within 3–10 business days of approval, depending on your payment provider. Please allow the full window before contacting us about a pending refund.
If you have a concern about your order, contact us at kindpet.hq@gmail.com with your order number before opening a PayPal dispute. We can typically resolve issues faster than the dispute process, which can take several weeks and may freeze the transaction for its duration.
Lost or Delayed Orders
Delivery estimates are 7–15 business days from dispatch. These are estimates — delays can occur due to customs, carrier backlogs, or peak periods. A longer delivery time alone does not qualify for a refund or replacement.
If your tracking shows no movement for 30 days from dispatch, or your carrier confirms the parcel is lost, contact us at kindpet.hq@gmail.com with your order number. If we are unable to obtain carrier confirmation within a reasonable timeframe, we will investigate directly with the carrier on your behalf. If loss is confirmed, we will arrange a replacement or refund.
Contact
kindpet.hq@gmail.com
Please include your order number in all correspondence.
We aim to respond within 1 business day.