Refund policy

Last updated: October 15, 2026

At KIURY, we want you and your pets to be happy with your purchase. If something isn't right with your order, we're here to help.

Please read our Return and Refund Policy carefully before making a purchase.

1. Return Eligibility

You may request a return within 14 days of receiving your order.

To be eligible for a return, the following conditions generally apply:

  • The item must be unused, in its original condition, and returned with its original packaging and accessories.

  • You must provide proof of purchase, such as an order confirmation or order number.

  • You must contact us and receive return instructions before sending an item back.

For hygiene and safety reasons, certain pet products may not be eligible for return once opened or used, where permitted by applicable law. This may include products that come into direct contact with a pet's mouth, food, or body.

These restrictions do not affect any rights you may have under applicable consumer protection laws, including rights relating to faulty, damaged, or incorrectly supplied products.

2. Items That Cannot Be Returned

Subject to applicable law, the following items may not be eligible for change-of-mind returns:

  • Used pet toys, lick mats, feeding products, and other hygiene-sensitive items.

  • Products that are damaged due to misuse, improper handling, or normal wear and tear.

  • Items specifically marked as non-returnable before purchase.

  • Personalized or custom-made products, where applicable.

If an item is faulty, damaged, unsafe, or not as described, please contact us even if it falls into one of these categories.

3. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If you receive a damaged, defective, or incorrect product, contact us within 7 days of delivery, where reasonably possible, and include:

  • Your order number.

  • A brief description of the issue.

  • Clear photographs or a short video showing the problem and the product packaging, if available.

We will review your request and, where appropriate, arrange a replacement, refund, or another suitable resolution in accordance with applicable law.

Please do not discard or return a damaged item until we have provided instructions, unless necessary for safety or required by law.

Your statutory consumer rights are not limited by this reporting period.

4. How to Request a Return

To request a return or refund:

  1. Email us at storekiury@gmail.com

  2. Include your order number, the product you wish to return, and the reason for your request.

  3. Wait for our response and return instructions before shipping anything back.

  4. If your return is approved, follow the instructions provided by our support team.

Returns sent without prior authorization may be delayed or may not reach the correct destination.

5. Return Shipping Costs

For change-of-mind returns, the customer is generally responsible for return shipping costs, where permitted by applicable law.

If an item arrives damaged, defective, or incorrect, KIURY will explain the available return, replacement, or refund arrangements. We will not apply a return-shipping charge where applicable law requires us to cover that cost.

Original shipping charges, customs duties, and import taxes may not be refundable in every situation, subject to applicable law and the circumstances of the return.

6. Refunds

Once we receive and inspect an approved return, or otherwise verify that a refund is appropriate, we will notify you of the outcome.

Approved refunds will generally be issued to the original payment method. Please allow 5–10 business days after the refund is processed for the funds to appear, depending on your payment provider and bank.

Processing times may vary. If your refund has not arrived after the expected period, please contact us.

Where required by law, refunds will be issued within the applicable legal timeframe.

7. Exchanges and Replacements

If you receive a damaged, defective, or incorrect product, we may offer a replacement or another appropriate solution.

Exchanges for a different colour, size, or product are subject to stock availability and our approval, where permitted by law.

If a replacement is unavailable, we will discuss an appropriate alternative or refund where required.

8. Orders That Have Not Arrived

If your order has not arrived within the estimated delivery period, please contact us with your order number.

We will review the tracking information and contact the relevant shipping or fulfilment partner where necessary.

If your order is confirmed lost, or is not delivered within a legally required timeframe, we will work with you to provide an appropriate resolution in accordance with applicable law.

Delivery estimates are not guarantees unless expressly stated otherwise.

9. Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

We will try to cancel it before it is processed or shipped. Once an order has been dispatched or entered fulfilment, cancellation may no longer be possible.

If cancellation is unavailable, you may still be eligible to request a return under this policy or applicable consumer protection law.

Nothing in this section removes any cancellation rights you may have by law.

10. International Returns

KIURY may ship orders internationally. Return procedures, shipping costs, delivery times, customs duties, and import taxes can vary by destination.

If you are an international customer, please contact us before returning an item so we can provide the correct return instructions.

Any return address, customs documentation, or shipping requirements will be communicated to you when your return is approved.

11. Policy Updates

We may update this Return and Refund Policy from time to time to reflect changes to our store operations, supplier arrangements, or legal obligations.

Updates will be published on this page with a revised “Last updated” date. Changes will not remove rights that customers already have under applicable law.

12. Contact Us

For return, refund, or order-related questions, please contact:

Store: KIURY
Email: storekiury@gmail.com
Website: kiury.store

Please include your order number in your message so we can assist you more efficiently.

Thank you for shopping with KIURY. We appreciate your trust in our store and are committed to treating our customers fairly.