Refund policy
Last Updated: May 17, 2026
Effective Date: May 17, 2026
IMPORTANT: Koki Pets only sells and ships within the United States. We do not accept orders, sell products, or ship to any location outside the United States.
This Refund and Return Policy (“Policy”) describes how Koki Pets (“we,” “us,” or “our”) handles refund requests, returns, replacements, and claims for products purchased through kokipets.com (the “Site”). By placing an order, you agree to the terms of this Policy.
We want you to be satisfied with your purchase. At the same time, because we operate as an online-only retailer with fulfillment partners shipping from multiple locations (including the United States and international warehouses), we have tailored this Policy to provide fair resolutions while protecting both customers and our business from fraudulent claims.
1. General Policy Summary
Refund requests must be submitted within 30 days of the delivery date.
Please note that we do not accept returns, refunds, or exchanges for change of mind, buyer’s remorse, accidental purchases, or unwanted items after delivery.
However, we provide refunds, replacements, or store credit for eligible issues described in this Policy.
We do not require physical return of products in most cases. Instead, refunds, replacements, or store credit are issued based on the circumstances described below.
All claims involving product condition (damage, defect, incorrect item, etc.) require photographic or video evidence.
Refunds are issued to the original payment method or as store credit, depending on the claim type.
Processing time for approved refunds is typically 5–10 business days after approval.
2. Eligible Claims
Refunds, replacements, and store credits are available in the following situations:
2.1 Order Not Received
If your order has not been delivered within the estimated delivery window plus an additional 10 business days, you may request a full refund or replacement.
Please refer to our Shipping Policy for delivery time estimates, which may vary depending on whether your product ships from a U.S. warehouse or an international warehouse.
Evidence required:
- Order number
- Confirmation that tracking does not show delivery
Resolution:
- Full refund to original payment method, or
- Free replacement, at your choice
Deadline: Claim must be submitted within 45 days of order placement.
2.2 Order Damaged in Transit
If your order arrives with visible damage caused during shipping:
Evidence required:
Clear photographs of the damaged product and shipping packaging submitted within 7 days of delivery.
Resolution:
- Full refund to original payment method, or
- Free replacement, at your choice
Physical return of the damaged item is not required.
2.3 Defective or Non-Functional Product
If your product is defective, broken, or does not function as described:
Evidence required:
Photographs or a short video clearly demonstrating the defect, submitted within 30 days of delivery.
Resolution:
- Full refund to original payment method, or
- Free replacement, at your choice
Physical return of the defective item is not required.
2.4 Incorrect Product Received
If you receive a different product than what you ordered:
Evidence required:
Photograph of the received product together with the shipping label or packing slip, submitted within 14 days of delivery.
Resolution:
- Shipment of the correct product at no additional cost, or
- Full refund to original payment method
Physical return of the incorrect item is not required.
2.5 Product Not as Described
If the product you receive is significantly different from its description on the Site (excluding minor variations in color, shade, pattern, screen display differences, or reasonable size tolerances common to dropshipped products):
Evidence required:
Photographs demonstrating the discrepancy, submitted within 14 days of delivery.
Resolution:
- Replacement with the correctly described product
- Full refund to the original payment method
- Store credit equal to the purchase price
Resolution will depend on the nature of the discrepancy and supporting evidence provided.
3. Non-Eligible Claims
We cannot issue refunds, replacements, or store credits in the following situations:
- Claims submitted more than 30 days after delivery
- Requests based on change of mind, buyer’s remorse, accidental orders, or unwanted purchases
- Claims without required photographic or video evidence
- Products damaged due to improper use, neglect, misuse, normal wear and tear, or unauthorized modifications
- Products marked as “Final Sale” or “Non-Refundable”
- Minor variations in color, shade, pattern, or size tolerances
- Duplicate claims for the same issue or order
- Claims where tracking confirms delivery unless additional evidence of carrier error is provided
Koki Pets reserves the right to deny refunds, replacements, store credit, or future service in cases of suspected abuse, fraudulent activity, repeated claims patterns, excessive claim history, or misuse of this Policy.
4. Required Customer Confirmation (Refund Condition)
For approved refunds, replacements, or store credits where the product is not required to be returned, you agree that:
- Products for which a refund, replacement, or store credit has been issued may become ineligible for future support, replacement, warranty, or claim requests relating to the same order or item.
- Koki Pets reserves the right to request reasonable supporting information where misuse, abuse, or fraudulent activity is suspected.
- You will not submit additional claims regarding the same product or order.
By accepting a refund, replacement, or store credit, you confirm your agreement to these conditions.
Violation of these conditions may result in denial of future claims and restrictions on future purchases.
5. How to Submit a Claim
To request a refund, replacement, or store credit:
- Send an email to info@kokipets.com within the applicable time period.
- Include your order number in the subject line:
Refund Request – Order #12345
- Clearly describe the issue.
- State the resolution you are requesting.
- Attach all required evidence (photos, video, tracking information, etc.).
We will acknowledge receipt of your claim within 2 business days and provide a resolution decision within 7 business days after receiving all required information.
Approved refunds are processed within 5–10 business days after approval.
6. Refund Processing
Once a refund is approved:
Refunds to Original Payment Method
Processed within 5–10 business days. Your bank or card issuer may require additional processing time.
Store Credit
Issued within 2 business days as a unique discount code valid for 12 months.
Replacement Orders
Approved replacement orders are usually shipped within 3–7 business days.
Delivery times remain subject to our Shipping Policy.
We are not responsible for delays caused by banks, card issuers, or payment providers.
7. Chargebacks and Payment Disputes
We encourage customers to contact us before initiating a chargeback or payment dispute. Most issues can be resolved faster through our customer support team.
If a chargeback is initiated after a refund or store credit has already been issued, we reserve the right to dispute the chargeback and recover associated fees.
Koki Pets reserves the right to restrict future purchases in cases of:
- Fraudulent activity
- Repeated chargebacks
- Abusive disputes
- Misuse of this Policy
We may respond to legitimate disputes with transaction records, tracking information, delivery evidence, and customer communications.
8. Cancellations
9. Changes to This Policy
We may update this Refund and Return Policy from time to time.
Any changes will be posted on this page together with an updated “Last Updated” date.
The version in effect at the time an order is placed will apply to that order.
10. Contact Us
If you have questions regarding this Refund and Return Policy or wish to submit a claim, please contact us:
Koki Pets
Email: info@kokipets.com
Claim subject line: Refund Request – Order #(your order number)
Website: kokipets.com