1. Cancellations
Eligibility
You may request to cancel your order anytime before it has been packed or handed over to the courier. Once an order has been packed or dispatched, it can no longer be cancelled.
Embroidery Orders
Orders that include name embroidery cannot be cancelled, as each embroidered piece is custom-made just for your dog the moment your order is placed.
Non-Refundable Processing Fees
Shopify does not return payment processing fees when a refund is issued. As such, an administrative fee will be deducted from all approved cancellations.
Refund Method
Refunds will be issued to your original payment method. Processing times may vary depending on your bank or payment provider.
How to Request a Cancellation
Contact us through our support channels with your order number, and we’ll assist after verifying the shipment status.
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2. Exchange & Returns
If you have received one of our beds, mattresses or mats and you haven’t opened the vacuum seal, you are eligible for a return or an exchange of size.
To qualify for a return or exchange, beds, mattresses or mats must remain unopened and in its original vacuum seal.
We don’t accept returns or exchanges if the vacuum seal has been opened for hygiene reasons and because it’s impossible to re-package once expanded.
If you have received one of our covers or any of our products and if you haven’t used them, you are eligible for a return or an exchange of size.
To qualify for a return or exchange, covers or any of our products must remain unused and in a brand-new condition.
We don’t accept returns or exchanges if the covers or any of our products have been used.
All returns via the online store will be refunded by store credit.
Do note that each order is only valid for one-time exchange and returns/exchanges are not allowed for sale items or orders using special promotional codes.
All sale item(s) are non-returnable, non-exchangeable, and non-refundable.
All item(s) customised with embroidery are non-returnable, non-exchangeable, and non-refundable.
Please note that returns/exchanges are assessed on a case-by-case basis. Kauda.co reserves all rights to exercise discretion in permitting all returns and exchanges.
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3. Damaged or Incorrect Items
If your item arrives damaged or incorrect:
• Contact us within 48 hours of delivery with clear photos of the issue.
• We will assess the case and guide you through the next steps.
• Once the returned item is received and inspected, we will confirm approval and arrange a free replacement.
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4. Updates to This Policy
Kauda may update these policies from time to time.
Any changes will be reflected on this page.