Kimbowny Return, Refund & Exchange Policy
At Kimbowny Pet Store, we are committed to providing quality products and excellent customer service. Please read this policy carefully before placing your order.
By placing an order through our website, WhatsApp, social media platforms, online marketplaces, or any other sales channel operated by Kimbowny, you acknowledge that you have read and agreed to this policy.
1. Return Window
We accept eligible returns within 7 calendar days from the date your order is marked as delivered.
Requests submitted after seven (7) calendar days will not be eligible for return, exchange, or refund unless required by applicable law.
2. Return Eligibility
To qualify for a return, all of the following conditions must be met:
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The item is unused.
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The item remains unopened.
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The item is in its original packaging.
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All factory seals, labels, and tags remain intact.
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The product is in resalable condition.
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Proof of purchase is provided.
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The return request is approved by Kimbowny before the item is shipped back.
Returns sent without prior approval will not be accepted.
Return requests may be submitted by emailing:
info@kimbownypetstore.com
3. Non-Returnable Products
For hygiene, health, and safety reasons, the following products cannot be returned or exchanged once delivered unless they arrive damaged or incorrect.
These include, but are not limited to:
Once these products leave our warehouse, we cannot verify how they have been stored or handled. Therefore, they cannot be returned for resale.
This includes situations such as:
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Your pet does not like the product.
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Your pet refuses to eat the food.
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Change of mind.
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Ordering the wrong item.
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Ordering the wrong flavor.
4. Cat Litter Returns
Unopened cat litter may be returned within seven (7) calendar days if:
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Packaging remains sealed.
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The bag has not been opened.
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The product has not been used.
Opened cat litter is not eligible for return due to hygiene reasons.
5. Damaged, Defective or Incorrect Orders
Please inspect your order immediately upon delivery.
If you receive:
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a damaged product,
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a defective product,
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an incorrect item,
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or a missing item,
please notify us within 12 hours of delivery.
Your request must include:
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Order number
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Clear photos
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Videos when applicable
Once verified, Kimbowny will, at its discretion:
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replace the item,
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issue store credit, or
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process a refund.
6. Exchanges
Exchanges are available only for eligible non-food products.
To qualify:
Customers requesting an exchange because they ordered the wrong item are responsible for:
7. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved:
Store Credit
Store credit is normally issued within approximately 1 hour after approval.
Original Payment Method
Refunds to the original payment method are generally processed within 7β14 business days, depending on your bank, card issuer, or payment provider.
Original payment processing times are outside Kimbowny's control.
Shipping fees, COD fees, courier charges, and payment gateway charges are generally non-refundable unless the return is due to our error.
8. Return Shipping Costs
Unless the return is due to our mistake, customers are responsible for return shipping costs.
For heavy items, including products weighing 10 kg or more, additional courier charges may apply.
Original delivery charges are not refundable once an order has been dispatched.
9. Order Cancellations
Orders may only be cancelled before they have been prepared for shipment.
Once an order has been packed, assigned to a courier, or dispatched, cancellation may no longer be possible.
If cancellation is exceptionally approved after dispatch, shipping and processing charges may still apply.
10. Failed Deliveries
Customers are responsible for providing:
If delivery fails because:
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the customer cannot be contacted,
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the address is incorrect,
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delivery is refused without a valid reason,
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or the customer requests rescheduling after dispatch,
additional delivery charges may apply.
Repeated failed deliveries may result in restrictions on future Cash on Delivery (COD) orders.
11. Pre-Orders
Pre-order items are specially arranged based on customer demand.
Unless otherwise agreed in writing, pre-orders are:
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non-cancellable,
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non-returnable,
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non-refundable.
If an exception is approved by Kimbowny, reasonable administrative and payment processing charges may be deducted.
12. Abuse Prevention
To ensure fair service for all customers, Kimbowny reserves the right to investigate requests that appear inconsistent with this policy.
Examples include:
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repeated refund requests,
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repeated order refusals,
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repeated false claims,
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abuse of promotional offers,
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misuse of subscription discounts,
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excessive chargebacks,
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abusive or threatening behaviour toward our staff.
Where appropriate, Kimbowny may restrict future purchases, require advance payment, or discontinue service.
13. Chargebacks
If a payment dispute or chargeback is initiated, Kimbowny reserves the right to provide relevant evidence to the payment provider or financial institution, including:
Fraudulent chargebacks may result in restrictions on future purchases.
14. Customer Responsibilities
Customers are responsible for:
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reviewing product descriptions before purchase,
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selecting the correct products,
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providing accurate delivery information,
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inspecting their order upon delivery,
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reporting issues promptly,
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reading this policy before placing an order.
16. Subscription Orders
Kimbowny subscriptions are offered at discounted pricing in exchange for a recurring purchase commitment.
Minimum Subscription Commitment
To maintain subscription pricing, customers must complete a minimum of two (2) successful subscription deliveries before becoming eligible to cancel their subscription.
Cancellation
Customers may request cancellation after completing the minimum subscription commitment.
Cancellation requests are reviewed during business hours and are generally processed within 2β7 working days.
Subscription Cancellation
Customers may cancel their subscription only after completing the minimum required two (2) successful subscription orders.
Once a recurring subscription order has already been generated or entered into our subscription system, Kimbowny may no longer be able to cancel or stop that order before processing. In such cases, the scheduled order will proceed as normal and the cancellation request will take effect for future subscription cycles only.
After the minimum subscription commitment has been completed, customers may cancel their subscription at any time through their customer dashboard or by contacting Kimbowny Customer Support before the next scheduled billing or processing date.
Customers are responsible for cancelling their subscription before the next scheduled renewal if they no longer wish to receive future recurring orders. Cancellation requests submitted after an order has already been generated, processed, or dispatched cannot be applied to that order.
Subscription discounts are offered in consideration of the customer's recurring purchase commitment. Customers who subscribe solely to obtain the discounted price and attempt to cancel before fulfilling the minimum subscription requirement may have their subscription discount removed, their order recalculated at the regular retail price, and future subscription privileges restricted.
Early Cancellation
If a customer requests cancellation before completing the required minimum subscription commitment, Kimbowny reserves the right to:
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Remove or reverse the subscription discount applied to previous orders.
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Recalculate completed orders using the regular retail price.
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Charge any applicable price difference, administrative fees, or delivery charges incurred due to the early cancellation.
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Restrict future access to subscription pricing or promotional offers in cases of repeated abuse.
Failed Subscription Deliveries
Customers are responsible for ensuring that:
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Delivery information is accurate.
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Someone is available to receive the order.
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Payment can be successfully processed when required.
If a subscription delivery fails because the customer is unavailable, provides an incorrect address, refuses the delivery without a valid reason, or fails to complete payment after dispatch, additional delivery or re-delivery charges may apply.
Repeated failed deliveries may result in suspension or cancellation of the subscription.
Subscription Discounts
Subscription discounts are provided solely for customers who intend to receive recurring deliveries. Any attempt to use the subscription program only to obtain a discounted first order may be considered misuse of the program.
Changes to Subscription
Customers may request changes to product variants, quantity, or delivery schedule before the next billing or processing date. Once an order has been processed or dispatched, changes may no longer be possible.
Pre-Order Cancellation Policy
Pre-order items are reserved or specially arranged based on customer orders. For this reason, customers are encouraged to review their purchase carefully before placing a pre-order.
Customers may request to cancel a pre-order only if the order has not yet been confirmed, reserved with the supplier, or entered into our processing system.
Once a pre-order has been confirmed, reserved, or entered into our system, cancellation may no longer be possible. If Kimbowny approves an exceptional cancellation, the following may apply:
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A non-refundable Operational & Administrative Charge of AED 20 to cover order processing, supplier coordination, payment processing, and administrative costs.
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Any payment gateway fees, bank charges, shipping, freight, customs, or supplier costs already incurred.
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Any non-recoverable costs paid to suppliers or logistics providers.
If the pre-order has already been shipped by the supplier, is in transit, or has arrived in the UAE for fulfillment, the order cannot be cancelled.
Refunds for exceptionally approved cancellations will be processed after deducting all applicable charges and will follow Kimbowny's standard refund processing timelines.
Subscription Order Cancellation Charges
Subscription pricing is offered at a discounted rate in exchange for the customer's recurring purchase commitment.
If a customer requests cancellation before completing the required minimum of two (2) successful subscription orders, Kimbowny reserves the right to:
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Recalculate the affected order(s) using the regular retail price and charge the difference between the subscription price and the standard retail price.
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Recover any applicable delivery, re-delivery, payment processing, or administrative costs already incurred.
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Restrict future access to subscription pricing in cases of repeated misuse.
Once a recurring subscription order has already been generated or entered into our subscription system, Kimbowny may no longer be able to cancel or stop that order. In such cases, the scheduled order will proceed as normal, and any cancellation request will apply only to future subscription cycles.
After completing the minimum subscription commitment, customers may cancel their subscription at any time through their customer dashboard before the next scheduled billing or processing date. Requests received after an order has already been generated, processed, or dispatched cannot be applied to that order.
Payment Authorization
Depending on the payment provider, temporary authorization holds may appear during checkout. These holds are created by the payment processor or the customer's bank and are not necessarily completed charges. If a transaction is not completed, the authorization hold will normally be released according to the bank's processing timeline.
Kimbowny's Right to Review
Kimbowny reserves the right to suspend, cancel, or refuse future subscriptions where there is evidence of repeated misuse, fraudulent activity, excessive failed deliveries, repeated payment failures, or other conduct that materially affects the operation of the subscription program.
Contact Us
For return or refund requests, please contact:
Kimbowny Pet Store
Email: info@kimbownypetstore.com
Website: www.kimbownypetstore.com
Dubai, United Arab Emirates
