We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@kimbownypetstore.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@kimbownypetstore.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@kimbownypetstore.com.
Kimbowny Return, Refund & Exchange Policy
At Kimbowny, we prioritize product safety, hygiene, and fair transactions. Please read this policy carefully before placing your order.
1. Return Eligibility (Non-Food Items Only)
We accept returns within 7 days from the date of delivery, subject to the following:
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Item must be unused, unopened, and in original packaging
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All seals, labels, and tags must be intact
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Proof of purchase is required
All returns must be approved first via:
Unapproved returns will not be accepted.
🚫 2. Pet Food – Strict No Return / No Refund
For health, hygiene, and contamination reasons, ALL pet food products are FINAL SALE.
This applies to:
Once food leaves our warehouse, we cannot guarantee proper storage conditions.
Therefore, no returns, exchanges, or refunds will be accepted for pet food under any circumstances, unless the item is proven defective upon delivery.
This policy follows standard practices used by major retailers.
🚫 3. Other Non-Returnable Items
The following items are also not eligible for return:
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Opened cat litter
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Perishable goods
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Sale or clearance items
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Gift cards or store credit
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Customized or personalized items
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Hazardous products (sprays, liquids, etc.)
4. Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, or incorrect:
Once approved, we will offer:
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Free replacement, or
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Refund / Store credit
5. Exchanges
We allow exchanges only if:
Customer must cover:
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Return shipping
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Redelivery cost
⚠️ Exchanges are NOT allowed for:
6. Refund Policy
✅ Store Credit (Recommended)
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Issued same day
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No deductions
💳 Refund to Payment Method
7. COD Orders (Important)
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COD fee (if applied) is non-refundable
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Refusal of delivery without valid reason may result in future order restrictions
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Shipping fees are non-refundable once order is dispatched
8. Shipping & Return Costs
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Original shipping fees are non-refundable
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Return shipping is paid by the customer
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Heavy items (20kg+) may have additional courier charges
9. Pre-Orders
10. Important Notes
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All requests are subject to verification and approval
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Kimbowny reserves the right to reject any request that does not meet policy conditions
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Customers must ensure correct order selection before purchase
By placing an order, you agree to this policy.
📌 Order Acceptance, Delivery & Return Conditions
By placing an order with Kimbowny, the customer acknowledges and agrees to the following:
1. Order Completion & Acceptance
An order is considered final and accepted once:
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The item has been successfully delivered, or
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The customer (or recipient) has received or acknowledged the order
At this point:
2. Pet Food & Consumables (Strict Final Sale)
All pet food and consumable items are classified as final sale.
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Not eligible for return, exchange, or refund
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Applies whether opened or unopened
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Applies to change of mind or pet preference
This is enforced due to:
3. Delivery Responsibility Transfer
Once the order is:
Responsibility is shared as follows:
Kimbowny is not liable for delays caused by:
4. Failed Delivery & Refusal
If a delivery fails due to:
Then:
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Redelivery fees may apply
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Shipping fees are non-refundable
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Order may be restricted from refund or cancellation
5. Payment Method Integrity
Orders are processed based on the original payment method selected.
Any changes after order confirmation (e.g. COD → bank transfer) may:
Kimbowny will not be responsible for delays caused by such changes.
6. Goodwill Exceptions
Any exception provided (e.g. exchange approval outside standard policy):
7. Policy Enforcement
Kimbowny reserves the right to:
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Approve or reject requests based on policy
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Refuse repeated or abusive claims
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Restrict future transactions in case of misuse
Kimbowny Subscription Policy
Kimbowny Auto-Subscription Terms & Conditions
By subscribing to recurring orders through Kimbowny Pet Store, the customer agrees to the following subscription terms and conditions:
1. Subscription Commitment
All subscription orders are intended for customers who genuinely wish to continue recurring deliveries and enjoy the discounted subscription pricing.
To prevent abuse of subscription discounts and promotional pricing, customers are required to complete a minimum of two (2) successful subscription orders before cancellation eligibility.
Customers who place a subscription order solely to obtain the discounted price and immediately cancel before completing the minimum required orders may be subject to:
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Removal of subscription discount benefits
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Recalculation of the order using regular/non-subscription pricing
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Additional administrative fee equivalent to 10% of the subscription order value or a minimum of AED 20, whichever is higher, plus any applicable delivery or re-delivery charges
2. Cancellation Policy
Subscription cancellation requests may only be processed after:
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Completion of at least two (2) successful subscription deliveries
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Full settlement of any outstanding balance, re-delivery fees, or adjusted pricing
Cancellation requests are not processed instantly and may require 2–7 working days for system processing and payment gateway coordination.
If a customer requests early cancellation before completing the required minimum subscription commitment, Kimbowny reserves the right to apply one or more of the following:
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Removal/reversal of previously applied subscription discounts
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Conversion of completed subscription orders into regular one-time pricing
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Administrative processing fee
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Delivery and re-delivery fee adjustments
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Temporary restriction from future subscription eligibility
The customer agrees that subscription pricing is provided in consideration of the recurring order commitment. Early cancellation before the minimum required subscription cycle may therefore result in recalculation of the pricing difference between subscription and regular retail pricing.
3. Failed Deliveries & Re-Delivery
Customers are responsible for ensuring that:
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Contact numbers remain reachable
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Delivery address is accurate and accessible
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Someone is available to receive the order during courier coordination
If delivery fails due to:
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Unanswered calls/messages
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Incorrect address provided
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Refused delivery
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Last-minute cancellation after dispatch
Kimbowny reserves the right to charge additional re-delivery fees starting from AED 20 depending on location and shipment weight.
4. Payment Authorization Holds
For subscription orders processed through payment gateways such as Tabby, Tamara, Shopify Payments, or card providers, temporary authorization holds may appear on the customer’s account during checkout attempts.
These are system-generated payment authorization holds and are not always final completed charges.
If the transaction is not finalized, the temporary hold will automatically reverse depending on the customer’s bank or financial institution processing timeline.
5. Abuse Prevention
Kimbowny reserves the right to:
This includes repeated behaviors such as:
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Repeated cancellations after dispatch
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Repeated subscription abuse for one-time discounts
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Excessive refund/re-delivery demands caused by customer-side issues
6. Agreement
By placing a subscription order, the customer confirms that they have read, understood, and agreed to this Subscription Policy.
Kimbowny reserves the right to modify these terms at any time without prior notice.
🚫 Kimbowny Customer Conduct & Order Restriction Policy
At Kimbowny, we are committed to providing a fair and positive experience for all customers.
To maintain service quality, we reserve the right to monitor, review, and restrict accounts or orders that show patterns of misuse.
⚠️ 1. Misuse of Return & Refund Requests
Customers may be restricted if they:
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Repeatedly request returns outside policy
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Attempt to return non-returnable items (e.g. pet food)
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Provide inconsistent or misleading reasons for returns
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Pressure or demand exceptions after resolution has been given
⚠️ 2. Excessive Order Changes or Cancellations
Customers who frequently:
may be subject to restrictions.
⚠️ 3. Failed Deliveries & COD Refusals
Restrictions may apply if:
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Orders are repeatedly refused without valid reason
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Customer is unreachable during delivery
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Incorrect address is repeatedly provided
👉 This behavior increases operational costs and affects service for other customers.
⚠️ 4. Abusive or Unreasonable Behavior
Kimbowny maintains a respectful communication standard.
Restrictions may apply if a customer:
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Uses abusive, threatening, or inappropriate language
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Repeatedly argues after final resolution has been provided
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Attempts to pressure staff into policy exceptions
🔒 5. Possible Restrictions
Depending on the situation, Kimbowny may:
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Limit available payment methods (e.g. disable COD)
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Require prepaid orders only
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Decline future orders
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Refuse service in severe or repeated cases
📌 6. Fair Use Principle
This policy is not meant to restrict genuine customers.
We fully support:
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Legitimate product concerns
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Verified damaged or incorrect items
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Honest and respectful communication
⚖️ 7. Final Decision Rights
Kimbowny reserves the right to:
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Assess each case individually
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Make final decisions based on internal review
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Apply restrictions without prior notice when necessary
💛 Our Commitment
We value every customer and aim to resolve all concerns fairly.
This policy ensures that we can continue to serve our community with consistency, safety, and integrity.
Contact Us
📍 Kimbowny Pet Store
Al Quoz Industrial 4, Dubai, UAE
📧 info@kimbownypetstore.com
📱 +971 52 489 4820
