Refund Policy

At Kipello, we want your pet — and you — to be happy with every order. This policy explains your rights under UK consumer law, alongside our own return process.

Contact Information

Store Name: Kipello
Address: 748 Warwick Rd, Tyseley, Birmingham B11 2HG
Email: support@kipello.com
Phone: +44 7458 148769
Customer Service Hours: Monday–Friday 9:00 AM–5:00 PM (GMT)

We aim to respond to all enquiries within 24 business hours.

Fulfilment Note

Kipello works with a network of trusted suppliers to get pet products to you as quickly as possible. Because of this, your item may ship from a different location than our registered business address above. Please do not send any returns to our business address unless our support team has specifically confirmed this with you first — doing so may delay or prevent your refund.

Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your goods, without needing to give a reason. To exercise this right, simply email us within that window.

30-Day Return Window

In addition to your statutory 14-day cancellation right, we offer a longer 30-day return window from the date you receive your item. To qualify, your item needs to be unused, in the condition you received it, and returned in its original packaging with all included accessories.

Cancellation Period

You can cancel your order at any point before it ships for a full refund, no questions asked. If your order has already shipped, you can still cancel under your 14-day statutory right (or our extended 30-day window) once you receive the item, by following the return process below.

Restocking Fee

We do not charge any restocking fees.

Starting a Return

Email support@kipello.com with your order number and a short note on why you'd like to return the item. Our team will get back to you within 1–2 business days with next steps. Once approved, we'll send you a Return Authorisation along with the correct return address — this may not be the same as our business address. Items should be shipped back within 14 days of approval.

Refund Method

Once we receive and check over your returned item, we'll email you a confirmation. Refunds are issued within 7 business days of that inspection, back to your original payment method, in line with the Consumer Contracts Regulations 2013. Your bank or card provider may take a little longer to show it on your end.

Damaged, Defective, or Incorrect Goods

If your item arrived damaged, defective, or wasn't what you ordered, let us know within 30 days of delivery with a few photos — under the Consumer Rights Act 2015, you're entitled to a repair, replacement, or refund at no cost to you. We'll cover the cost of return shipping in these cases.

Shipping Costs on Returns

If you've simply changed your mind (exercising your 14-day cancellation right or our extended 30-day window), return shipping is on you, and we'd recommend using a trackable shipping method. If the item is damaged, defective, or incorrect, we cover the return shipping cost — see above.

Exchanges

Want a different size or variant instead? Reach out to our team once your return is approved, and we'll help you place a new order for the replacement. The same return window and condition rules apply.

Items We Can't Accept Back

• Products that have been used, worn, or show signs of wear
• Opened consumables (treats, supplements) once the seal is broken, for hygiene reasons
• Custom or personalised items

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.