At KinlyPaws, we want you and your pets to be completely thrilled with your purchase. If something isn’t quite right, we are here to help.
Please review our policy below to understand how we handle returns, replacements, and refunds.
Our 30-Day Guarantee
We offer a 30-day return window. You have 30 days from the date your item is delivered to request a return or refund. If 30 days have passed since your order was marked as delivered, unfortunately, we cannot offer you a refund or exchange.
Damaged, Defective, or Incorrect Items (The Easy Fix)
We do our best to ensure your pet’s items arrive in perfect condition. If your order arrives damaged, defective, or if we accidentally sent the wrong item, you do not need to ship it back to us.
Simply follow these steps:
- Email us at support@kinlypaws.com within 7 days of delivery.
- Include your Order Number.
- Attach a clear photo or video showing the damage or the incorrect item.
- Once verified, we will immediately issue a free replacement or a full refund—whichever you prefer.
Eligibility for Standard Returns (Change of Mind / Wrong Size)
Because we sell pet supplies (such as beds, wearables, and grooming tools), we maintain strict hygiene standards. To be eligible for a standard return, the item must be:
- Unused and in the same condition that you received it.
- Completely free of pet hair, stains, or odors.
- In its original packaging.
Please note: We highly recommend double-checking our sizing charts before purchasing apparel or beds for your pet to avoid sizing issues.
Return Shipping Costs
As we offer Free Worldwide Shipping on all outbound orders, customers are responsible for paying their own shipping costs for returning an item (unless the item arrived damaged or defective).
Because our fulfillment centers are located overseas, international return shipping can sometimes be costly. If you are returning an item due to a sizing issue or a change of mind, please reach out to our support team first. We can often offer a partial refund or store credit so you can keep the item and avoid the hassle of international return shipping.
Please note that for items involving specialized electronics or batteries, our support team may request a brief video demonstrating any technical issues to fast-track your replacement or refund without a physical return.
How to Start a Return
To initiate a return, please contact us at support@kinlypaws.com with your Order Number and the reason for the return.
- Our team will review your request and provide you with the exact return warehouse address.
- Do not send your purchase back to the manufacturer or the address on the shipping label without contacting us first, as it will not be processed.
The Refund Process
Once your return is received and inspected at our facility, we will send you an email to notify you of the approval or rejection of your refund based on the item’s condition.
- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (e.g., Credit Card, PayPal).
- Please allow 5 to 10 business days for your bank or credit card company to officially post the refund to your account.
Late or Missing Refunds
If you haven’t received a refund after 10 business days:
- Double-check your bank account.
- Contact your credit card company or bank, as there is often processing time before a refund is officially posted.
- If you’ve done all of this and still have not received your refund, please contact us immediately at support@kinlypaws.com.
Non-Returnable Items
Certain items cannot be returned for hygiene and safety reasons, including:
- Opened pet food, treats, or ingestible items.
- Used grooming tools (brushes, clippers) once opened.
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error.