Refund policy
Return & Refund Policy
Effective Date: August 26, 2026
At Kibble Den Shop, we believe return and refund terms should be easy to understand. If you experience a problem with an order or decide that an eligible product is not suitable for you, the guidelines below explain how to request assistance.
This policy applies to purchases made directly from Kibble Den Shop.
1. Eligibility Period for Returns
You have 30 days from the date your order is delivered to request a return for eligible merchandise.
For a standard return to be considered, the product should:
Remain unused and in its original condition;
Include its original packaging, labels, accessories, and components, where applicable;
Have no customer-caused damage, modification, or excessive handling; and
Be associated with a valid order number or other proof of purchase.
Return requests made outside this period or merchandise that no longer meets these conditions may be declined, except where applicable law requires a different outcome.
2. Contact Us Before Returning Merchandise
Every return should begin by contacting our support team at nhau19588@gmail.com.
Please provide your order number, identify the merchandise involved, and explain the reason for the return. For product defects, shipping damage, or incorrect items, include photographs that clearly document the issue.
We will review the information and send you the appropriate return instructions if your request qualifies.
Do not send a product back until return instructions have been provided.
3. Food, Treats, and Consumable Pet Products
For safety and quality-control purposes, pet food, treats, supplements, and similar consumable merchandise may be subject to additional restrictions.
An unopened consumable product may be eligible for return if it remains sealed in its original packaging and otherwise satisfies this policy.
Products that have been opened, partially consumed, or had their safety seal broken generally cannot be returned because of preference or a change of mind.
However, if a consumable product arrives damaged, defective, compromised, expired, or incorrect, please contact us promptly. Do not continue using a product if you reasonably believe there may be a quality or safety issue.
4. Reporting an Order Problem
If your shipment arrives damaged, contains an incorrect product, or has another apparent defect, please notify Kibble Den Shop promptly after discovering the issue.
Your message should include:
Your order number;
A brief description of what happened;
Photos showing the affected merchandise; and
Photos of the package or shipping materials when relevant.
We will evaluate the information provided and determine an appropriate solution based on the circumstances. This may include replacement merchandise, a refund, or another suitable remedy.
5. Return Exceptions
In addition to applicable restrictions on opened consumable goods, standard returns may not be available for:
Customized or personalized products;
Gift cards;
Merchandise designated as final sale before checkout;
Used or altered products;
Products damaged after delivery because of improper handling or storage;
Items missing essential components; and
Opened merchandise that cannot reasonably be resold because of hygiene, health, or safety considerations.
These limitations do not override mandatory consumer rights or remedies available under applicable law.
6. Shipping a Return
When an eligible return results from customer preference or a change of mind, the customer is generally responsible for return shipping expenses.
Returned products should be packaged securely to prevent damage in transit. We recommend using a carrier that offers shipment tracking and keeping the tracking record until your return is resolved.
If Kibble Den Shop confirms that an order issue resulted from an incorrect, defective, or damaged item attributable to us, appropriate return shipping arrangements will be addressed as part of the resolution.
7. What Happens When Your Return Arrives
Authorized returns are reviewed after receipt.
We may examine the product's condition, packaging, seals, included components, and other factors relevant to return eligibility.
After completing the review, we will inform you whether the return has been accepted and whether a refund will be issued.
8. Refund Procedure
Approved refunds are normally returned to the original payment method used at checkout.
Once we submit a refund, processing by your bank, card issuer, or payment service may take additional time. Please allow approximately 5–10 business days for the credit to appear after receiving confirmation that the refund has been processed.
Original outbound shipping charges are generally non-refundable for ordinary change-of-mind returns. Different treatment may apply when the return results from an error attributable to us or when applicable law requires otherwise.
9. Replacement or Exchange Options
If you would prefer a replacement or another eligible product variation, please contact us before returning the original item.
Whether a direct exchange can be completed depends on product eligibility and available inventory.
If the requested replacement is unavailable, an eligible return may be processed separately and you may place a new order for another product.
10. Order Cancellation Requests
Need to cancel an order? Email nhau19588@gmail.com as soon as possible.
We will make reasonable efforts to accommodate cancellation requests before fulfillment begins. Once an order has been processed, packed, or shipped, cancellation may no longer be available.
If cancellation is no longer possible, qualifying merchandise may be returned after delivery according to the terms of this policy.
11. Delivery Address Responsibility
Please verify your delivery details before completing an order.
When a shipment is returned because of an incomplete or incorrect customer-provided address, refused delivery, or another recipient-related delivery issue, we will assess the available options after the package returns to us.
If reshipment is requested and available, additional shipping charges may be required.
12. Legal Consumer Protections
This policy describes Kibble Den Shop's standard return and refund practices. Nothing in these terms is intended to exclude, reduce, or replace consumer rights that cannot legally be waived.
If applicable federal, state, or local law provides additional protections for a particular transaction, those mandatory protections will apply.
13. Return & Refund Assistance
For questions about an order, return eligibility, refund, replacement, or this policy, please contact:
Kibble Den Shop
1102 Cloister Pl
Columbia, SC 29210
United States
Phone: (864) 903-9466
Email: nhau19588@gmail.com