Refund policy

Return & Refund Policy

Last updated: 19 Nov 2025
Contact: support@kindsnout.com

We want you to be completely satisfied with your purchase. If you need to return an item, please review the guidelines below. This policy is fully compliant with UK consumer regulations.

1. Return & Cancellation Window
We offer a 14-day return and cancellation window, which starts the day after you receive your goods. If 14 days have passed since your delivery, unfortunately, we cannot offer you a refund. This does not affect your statutory rights.

2. Exchanges
We do not offer direct exchanges. If you require a different size or colour, please return the original item for a refund and place a new order.

3. How to Start a Return (RMA Process)

  • Email Us Within 14 Days: Write to support@kindsnout.com with your order number and the item(s) you wish to return. Providing a reason is optional but appreciated.

  • Receive Authorisation & Address: We will respond within 1-2 business days with a Return Merchandise Authorisation (RMA) number and the full UK return address. Unauthorised returns will not be accepted.

  • Post Your Item Back: Return the parcel as instructed and please keep your proof of postage or tracking number until your refund is processed.

4. Condition of Returned Goods
For "change-of-mind" returns, items must be in a resalable condition:

  • Unused and unwashed.

  • Free from pet hair, odours, stains, or damage.

  • Complete with all original packaging, accessories, labels, and inserts.

If your handling of the goods goes beyond what is necessary to inspect them (e.g., if the item is covered in pet fur or has been worn outside), we reserve the right to deduct an amount from your refund to cover the loss in value, up to 100% of the purchase price.

5. Hygiene & Safety Policy
For health and hygiene reasons, certain items that come into direct contact with pets (e.g., pet beds, some toys, textiles) may be delivered with a single-use hygiene seal.

  • For a change-of-mind return, this seal must not be broken.

  • If the seal is broken or removed, we are unable to accept the return unless the item is faulty.

  • This restriction does not apply if the item you received was incorrect, damaged, or defective upon arrival.

6. Postage Costs & Refunds

  • Change-of-Mind Returns (Buyer Pays): You are responsible for the cost of returning the goods to us. We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not responsible for items lost in transit.

  • Faulty, Damaged, or Incorrect Items: We will cover the reasonable cost of return postage. We will provide a prepaid return label or reimburse your shipping costs upon receipt of the item.

  • Original Shipping Fee: For full order cancellations within the 14-day window, we will refund the initial standard delivery charge. Please note that if you originally chose an expedited shipping option (e.g., Next Day Delivery), only the cost of standard shipping will be refunded.

7. Refund Processing
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original payment method within 5 business days. Please note that it may take additional time for your bank or credit card company to post the refund to your account.

8. Faulty Goods & Your Statutory Rights
If your product is found to be faulty within 30 days of receipt, you are entitled to a full refund, repair, or replacement under the Consumer Rights Act 2015. Nothing in this policy is intended to affect your legal rights.

9. Return Address
To start a return, please contact us first for a Return Merchandise Authorisation (RMA) number. Once authorised, we will provide you with the full address of our UK returns handling partner.

IMPORTANT: Do not send your return to the address on the original package. That address usually belongs to our logistics partner or international warehouse and they cannot process your return. Returns sent to the wrong address may be rejected and not refunded.

10. Model Cancellation Form (Optional)
You may use this form to notify us of a cancellation. Simply copy, paste, and email it to us.

To: support@kindsnout.com
Subject: Order Cancellation Request

Order Number:
Customer Name:
Item(s) to Return:
Date Received:
Date of Request: