Exchange & Return Policy

1. Cancellations


Ready-Stock Orders
You may request to cancel your ready-stock 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. 

Note: An administrative fee will be deducted from all approved cancellations to cover non-refundable payment gateway costs.

Pre-Orders
Pre-order items are reserved specially for you in our upcoming shipment. Once a pre-order is placed, it is final sale and cannot be cancelled. 

Expo / Event Orders
All expo and event purchases are final sale. These orders cannot be cancelled or refunded as they are made in person, often at event-exclusive prices, and inventory is allocated immediately.

Custom Orders with Embroidery
Orders that include name embroidery cannot be cancelled, as each personalised piece is custom-made for your dog the moment your order is placed.

Administrative Fees
Shopify and most payment platforms do not return processing fees when a refund is issued. To cover these costs, a non-refundable administrative fee will be deducted from all approved cancellations.

Refund Method
Refunds will be issued back to your original payment method. Processing times vary depending on your bank or payment provider.

How to Request a Cancellation
Simply contact us through our support channels with your order number. We will assist you after confirming the packing or dispatch status of your item.

2. Exchange & Returns


Beds, Mattresses & Mats
For hygiene reasons, we are unable to accept returns or exchanges for beds, mattresses, or mats once the original vacuum seal has been opened, as Kauda does not resell products that have been opened or used by another dog.
This policy protects everyone’s hygiene and helps us ensure that every customer receives a brand-new product in its original sealed, hygienic condition.
If you have received one of our beds, mattresses, or mats and have not opened the vacuum seal, you may be eligible for a return or size exchange.
To qualify, the item must remain unopened, unused, and in its original vacuum-sealed packaging. Return or exchange requests must be submitted before the vacuum seal is opened.

Covers
Covers may be eligible for a return or exchange if they are unused, unwashed, and in their original packaging.
To qualify, the cover must be free from fur, stains, odours, damage, or any signs of use.

Exclusions
Returns, exchanges, and refunds are not available for:
• Sale items
• Orders purchased using special promotional codes
• Customised items, including products embroidered with your dog’s name

All sale items and customised items are final sale and are non-returnable, non-exchangeable, and non-refundable.

Important Note
Return or exchange requests must be submitted within 48 hours of receiving your order.
All return and exchange requests are assessed on a case-by-case basis. Kauda reserves the right to exercise discretion when approving or declining any return, exchange, or refund request.

3. Damaged, Defective or Incorrect Items


Reporting a Defect or Incorrect Item
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery and provide clear photos or videos of the issue.

The reported item must be unused, unwashed (if applicable), and in its original condition. We reserve the right to reject any claim if the item:

  • Shows signs of use
  • Has been damaged after delivery
  • Has been modified, altered, repaired, or tampered with
  • Is not returned in substantially the same condition as it was received

Items that do not meet these requirements may be deemed ineligible for inspection, replacement, exchange, or refund.

When the Defect or Incorrect Status Is Unclear
If we are unable to confirm the issue based on the information provided, the item will need to be returned for inspection.
Return shipping will be initially borne by the customer.

Outcome After Inspection
- If a defect or incorrect item is confirmed:
We will arrange a replacement or appropriate resolution and reimburse the return shipping costs (up to $4).
- If no defect is found or the item is correct:
The item will be treated as non-defective. Return shipping will not be reimbursed, and a top-up is required to resend the item back to you.

What Is Not Considered a Defect
The following are not considered defects:

  • Damage caused by use, misuse, accidents, improper handling, or improper care
  • Normal wear and tear
  • Minor variations in colour, fabric texture, stitching, or measurements that do not affect functionality
  • Damage occurring after delivery
  • Claims resulting from incorrect assessment of the product, size, colour, or suitability

Final Notes
Each order is eligible for one inspection review only. All inspection findings and resolutions are final and binding.

4. Updates to This Policy


Kauda may update these policies from time to time.
Any changes will be reflected on this page.