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30-Day Return Policy
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Conditions for Returns
To be eligible for a return, your item must be in the same condition as you received it, unused, with tags, and in its original packaging. You must also have the receipt or proof of purchase. Please note that all orders placed with a discount are non-refundable. However, in case of issues with the product, we commit to sending you a replacement item.
For hygiene and safety reasons, items that have been used or worn by your pet (such as collars, harnesses, or feeding accessories) can only be returned if they are unused and in their original packaging.
To initiate a return, you can contact us at contact@kanichou.com. If your return is accepted, we will send you a return label along with instructions on how and where to send your package. Items returned without a prior return request will not be accepted.
You can contact us at any time at contact@kanichou.com if you have any questions about returns.
Custom and Personalized Items
Important: Our 30-day return policy does NOT apply to personalized or made-to-order items (engraved dog tags, custom collars with your pet's name, personalized accessories, etc.). Because these items are produced specifically for you and cannot be resold, all sales of personalized items are final. Returns of such items will only be accepted if the product is defective or damaged upon arrival. In that case, we will provide a replacement item, but no refund will be issued. By placing an order for a personalized item, you acknowledge and accept this Custom Order Exception.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the situation and correct it.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
14-Day Right of Cancellation in the EU
Regardless of the above conditions, if the item is shipped to an EU country, you have the right to cancel or return your order within 14 days, for any reason and without justification. As mentioned above, the item must be in the same condition as you received it, unused, with tags, and in its original packaging. You must also have the receipt or proof of purchase.
Please note that the 14-day right of cancellation does not apply to personalized or made-to-order items in accordance with applicable legislation. Returns of such items are only accepted if the product is defective or damaged upon receipt. In such cases, we commit to providing an exchange, but no refund will be issued.
Refunds
We will notify you once we have received and inspected your return, and we will let you know whether the refund has been approved or not. If approved, you will be automatically refunded through your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and record the refund.
If more than 15 business days have passed since the approval of your return, please contact us at contact@kanichou.com.
