At KOKIWOO CONSULTANCY [202101014176 (1414476-K)], we carefully inspect and pack all pet food, treats and related products before delivery; however, customers may submit a return, refund or exchange request if the wrong product was delivered, the item does not match the description or specifications advertised on our website, the product arrived damaged, defective, spoiled, expired or incomplete, or the delivery exceeded the period stated in our Shipping Policy, subject to the conditions and evidence requirements below.
- Requests must be submitted within 30 days from the date of delivery.
- Customers must provide a valid order number or proof of purchase.
- Clear photographs showing the product and reported issue must be provided.
- A continuous unboxing video showing the unopened parcel, shipping label, packaging and products received is required.
- Photographs of the expiry date, batch number or damaged packaging may also be required.
- Products must remain unopened, unused and unconsumed.
- All original packaging, labels, seals and expiry-date information must be retained.
- Change-of-mind requests are not accepted.
- Products ordered in the wrong flavour, size, quantity or formula by the customer are not eligible.
- Products rejected by a pet due to taste or personal preference are not eligible.
- Opened, used, consumed or partially consumed products cannot be returned.
- Products damaged through improper storage or handling after delivery are not eligible.
- Customers should not feed pets products that appear damaged, spoiled or expired.
- Returns sent without prior approval may not be accepted.
- All returned products are subject to inspection and verification.
- Submission of a request does not automatically guarantee approval.
- Approved refunds will be processed through the original payment method whenever possible.
- The refund processing period may vary depending on the bank or payment provider.
- Approved exchanges are subject to product availability.
- If the same product is unavailable, we may offer a suitable replacement, store credit or an approved refund.
- Orders may only be cancelled within 12 hours of purchase, provided they have not been processed, packed or shipped.
- Once an order has been processed or dispatched, it cannot be cancelled.
- We reserve the right to reject fraudulent, misleading, unsupported or abusive requests.
For assistance, please contact kokiwoo@outlook.com.