Refund policy
90-Day Return Policy
We offer a 90-day return policy, which means you have 90 days after receiving your order to request a return.
To qualify for a return, the item must meet the following conditions:
- Condition: The item must be unused, unchewed, and in the same condition in which you received it, with no signs of use, damage, or tampering.
- Packaging: The product must be returned in its original packaging, including any labels, pouches, boxes, or protective materials included with your order.
- Proof of Purchase: A valid receipt or proof of purchase is required for all returns. This may include your order confirmation email or invoice.
For health and safety reasons, coffee wood chews that have been opened, chewed, used, or given to a pet cannot be returned.
To start a return, please email us at getkindwood@gmail.com. If your return is accepted, we'll provide instructions on how and where to send your package. Items returned without first contacting us may not be accepted.
Free Gifts & Post-Purchase Offers
Free gifts, bonus items, and post-purchase add-ons are not eligible for individual returns or refunds, whether used or unused.
Promotional Items and Free Gifts
If your original order included free products as part of a promotion, such as "Buy Two, Get One Free" or a free gift with purchase, please note the following:
- Free promotional items are not eligible for an individual refund or exchange.
- Limited-time post-purchase offers and discounted add-ons are final sale and are not eligible for return, exchange, or refund.
- If you return the paid item or items that qualified your order for a free promotional product, the corresponding free item or items must also be returned in unused and unchewed condition.
- If a qualifying free item is not returned, its value may be deducted from your refund.
Original shipping charges are non-refundable unless otherwise required by applicable law.
Damages and Issues
Please inspect your order when it arrives. If your KindWood chew is damaged, defective, or you received the wrong item, contact us as soon as possible at getkindwood@gmail.com so we can review the issue and make it right.
If possible, please include your order number and clear photos of the item and packaging when contacting us about a damaged or incorrect order.
Exceptions / Non-Returnable Items
Used or chewed pet products cannot be returned for health and safety reasons. We also cannot accept returns of gift cards, personalized products, or other items marked as final sale.
If you're unsure whether your order qualifies for a return, please contact us at getkindwood@gmail.com.
Exchanges
The fastest way to receive a different item or size is to return the eligible item you currently have and, once the return is accepted, place a separate order for the replacement.
European Union 14-Day Cooling-Off Period
If your order is shipped into the European Union and applicable law gives you a statutory right to cancel your purchase, you may have the right to cancel or return your order within 14 days without providing a reason.
Returned items must be unused, unchewed, and in their original condition and packaging. Proof of purchase may also be required. Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded.
Refunds
Once we receive and inspect your return, we'll notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days. Please keep in mind that your bank or credit card provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at getkindwood@gmail.com.