📜 Kido’s Pantry Refund and Returns Policy
1. General Policy Overview
We stand by the quality of our cold-pressed dog food. If you are not completely satisfied with your purchase, please contact us within 14 days of delivery. As a small, family-run business, we commit to resolving issues quickly and personally.
2. Policy for Perishable Goods (Our Food)
Due to the perishable nature of our product, we cannot accept returns of opened bags of food for hygiene and safety reasons.
- Damaged or Spoiled Food: If your food arrives damaged, spoiled, or unfit for consumption:
- Action: You must notify us within 48 hours of delivery (based on the courier’s timestamp).
- Proof: We require clear photographic evidence of the damage (including the outer box and packaging).
- Resolution: Upon verification, we will issue a full refund for the spoiled item or send a replacement free of charge.
- Our Recipe Swap Guarantee (Taste/Fussy Eaters):
- If, after a proper transition, your dog genuinely refuses the food you purchased, we want them to find a flavour they love. We will provide a £5 voucher valid towards a single pack of a DIFFERENT Kido’s Pantry recipe in your next order. This offer is limited to one use per customer.
- Customer Responsibility Clause (Allergies/Improper Use):
- Ingredients: We assume that the customer has reviewed the full ingredient list prior to purchase to check for known allergies, sensitivities, or ingredients the dog may dislike. We cannot offer refunds or replacements if the product is returned due to a reaction to a clearly listed ingredient.
- Feeding Instructions: For health and safety, we assume that all customers have followed the feeding instructions and transition guidelines provided with the packaging. Refunds may be refused if evidence suggests the food was improperly stored or transitioned.
3. Policy for Pre-Orders
Your pre-order purchase secures your spot in our limited batch.
- Cancellation Before Shipping: You may cancel your pre-order for a full refund at any time before the confirmed shipping date (November 21st). Please contact us immediately to process the cancellation.
- Cancellation After Shipping: Once your order has left our warehouse, standard refund and return conditions apply.
4. Returns of Unopened Goods (Non-Faulty)
If you change your mind, you may return unopened, sealed packages within 14 days of delivery, provided they meet these conditions:
- Condition: The packaging must be unopened, undamaged, and suitable for resale.
- Cost: The buyer is responsible for arranging and paying for the return shipping costs.
- Process: Once the unopened item is received and inspected, we will process a full refund for the cost of the food (excluding the original shipping fee).
5. Refund Processing
- Timing: Refunds will be processed within 7 working days of receiving the returned item or approving the damage claim.
- Method: Funds will be credited back to the original method of payment (credit card, PayPal, etc.).
6. Contact Information
For all refund or return requests, please contact us at:
Email: info@kidopantry.com