Refund policy

Refund & Return Policy

Last updated: July 2026

At KAIRO, customer satisfaction is our top priority. If a product does not meet your expectations or is defective, we will do everything possible to provide you with a solution that complies with applicable regulations.

Please read this policy carefully before submitting any return or refund request.


Article 1 – Scope

This policy applies to all purchases made through the KAIRO Pets website at https://kairopets.com.

By placing an order, the customer acknowledges that they have read and accepted this policy without reservation.


Article 2 – Right of Withdrawal

In accordance with applicable consumer protection laws, consumers have a period of 14 calendar days from the date of receiving their order to exercise their right of withdrawal without having to provide any reason.

To exercise this right, simply contact our customer service before the expiration of the 14-day period.

Once your request has been approved, you will receive the necessary instructions along with the return address applicable to your order.

The product must then be returned within a maximum period of 14 days following receipt of your order.


Article 3 – Return Eligibility Conditions

To be accepted, all returns must meet the following conditions:

  • the product must not have been used;
  • the product must show no signs of wear, washing, perfume, or damage;
  • the product must be returned in its original packaging whenever necessary for its protection;
  • all accessories, instructions, and supplied items must be included;
  • the product must be properly packaged to prevent any damage during transport.

Any item returned in a condition that no longer allows it to be resold may be refused or subject to a reduction in value in accordance with applicable regulations.

 

Article 4 – Non-Returnable Products

For hygiene, safety, or customization reasons, certain items cannot be returned.

Unless otherwise required by law, the following categories are excluded from the right of return:

  • personalized products;
  • gift cards;
  • opened products whose nature no longer allows them to be resold for hygiene reasons;
  • items that have been worn, washed, or damaged after delivery;
  • incomplete returned products.

These exclusions do not apply if a product is received defective or not as described.


Article 5 – Return Procedure

To ensure your request is processed as quickly as possible, the following procedure must be strictly followed.

Step 1

Contact our customer service and provide:

  • your name;
  • your order number;
  • the email address used to place the order;
  • the exact reason for your request.

Step 2

Depending on the nature of the issue, we may request:

  • photographs;
  • a video;
  • any information that may help identify the defect or issue encountered.

These elements help speed up the processing of your request.

Step 3

Once your request has been approved, we will provide you with:

  • the return instructions;
  • the appropriate return address.

No return sent without prior authorization will be accepted.

Step 4

The customer must ship the parcel within the specified time using a carrier that provides shipment tracking.

We strongly recommend keeping proof of shipment until the return process has been fully completed.


Article 6 – Return Shipping Costs

Unless otherwise required by law or in the event of an error attributable to KAIRO (non-compliant product, defective item, or order preparation error), the return shipping costs are the responsibility of the customer.

The customer is free to choose the shipping carrier of their choice. We strongly recommend using a tracked shipping service.

KAIRO cannot be held responsible for parcels that are lost, damaged, or not delivered during the return shipment.

 

Article 7 – Damaged, Defective, or Non-Compliant Products

If you receive a product that is:

  • damaged;
  • defective;
  • incomplete;
  • or different from the one ordered,

please contact our customer service within 48 hours of receiving your order.

Your request must include:

  • your order number;
  • a detailed description of the issue encountered;
  • clear photographs of the product and its packaging;
  • a video, if necessary, to identify the defect.

After reviewing your request, our team may offer, depending on the situation:

  • a replacement product;
  • shipment of the missing part, where possible;
  • a full or partial refund;
  • or any other appropriate solution.


Article 8 – Products Lost During Transit

If your order is lost during transit, our customer service team will open an investigation with the shipping carrier.

Depending on the outcome of the investigation, we will issue a replacement or a refund once the loss has been confirmed.

If the carrier’s tracking information indicates that the parcel has been delivered, we may ask the customer to:

  • check with members of their household;
  • check with their neighbors;
  • contact the shipping carrier;
  • or submit a declaration if necessary.


Article 9 – Refunds

Once the returned item has been received and inspected, we will notify the customer whether the refund has been approved or rejected.

If the return is approved, the refund will be issued to the original payment method used for the order.

Depending on your banking institution, it may take 3 to 10 business days for the refund to appear after it has been processed.

The original shipping costs may be refunded where required by law or when KAIRO is responsible.


Article 10 – Exchanges

Subject to product availability, KAIRO may offer an exchange.

An exchange may be offered in particular in the following cases:

  • incorrect size;
  • incorrect color;
  • defective product;
  • incorrect product received.

If the requested product is no longer available, an alternative solution will be offered to the customer.

 

Article 11 – Refusal of a Return

KAIRO reserves the right to refuse a return if:

  • the product shows signs of use;
  • the product has been washed;
  • the product is incomplete;
  • the product is returned without prior authorization;
  • the product is returned after the applicable deadline;
  • the product has been damaged by the customer.

In the event of a refusal, the product may be shipped back to the customer at the customer’s expense in order to cover any additional storage costs.


Article 12 – Special Cases

In order to avoid disproportionate shipping costs, KAIRO may, depending on the nature of the product and after reviewing the request, exceptionally offer:

  • a partial refund;
  • a full refund without requiring the return of the product;
  • a commercial discount;
  • or the shipment of a replacement item.

Each situation is reviewed individually.


Article 13 – Order Cancellation

An order may be canceled as long as it has not yet begun to be prepared or shipped.

Once the order is being prepared or has been handed over to the shipping carrier, cancellation is no longer possible.

However, where the legal conditions are met, the customer retains their right of withdrawal.


Article 14 – Force Majeure

KAIRO shall not be held liable for delays or failure to perform resulting from events beyond its reasonable control, including but not limited to:

  • natural disasters;
  • strikes;
  • labor disputes;
  • wars;
  • pandemics;
  • government decisions;
  • customs inspections;
  • transportation network disruptions;
  • or any other event of force majeure.


Article 15 – Contact

If you have any questions regarding returns, refunds, or exchanges, our customer service team is available to assist you.

📧 Email address: contact@kairopets.com

We are committed to responding as quickly as possible during business days.