Exchange & Return Policy

1. Damaged, Defective or Incorrect Items

Product Inspection
Before allowing a pet to use the product, customers are required to inspect and test it within 48 hours of delivery to ensure there are no manufacturing defects, damage or incorrect items.
When applicable, please check:
- Fabric, stitching and seams
- Waterproof performance
- Zipper operation
- Overall workmanship and functionality
- Product, size and colour received

Damaged or Defective Items
Reporting a Damaged or Defective Item
Any item that arrives damaged or with a manufacturing defect must be reported within 48 hours of delivery, together with clear photographic or video evidence demonstrating that the issue is a manufacturing defect.
Claims submitted after the 48-hour period will not be accepted under Kauda’s defect, replacement, or exchange policy.
The reported item must not have been used by a pet and must remain unwashed and in its original condition.
If any damage or suspected defect is noticed, the customer must stop using the item immediately.
We reserve the right to reject a claim if the item:
- Shows signs of use
- Continued to be used after an issue was first noticed, preventing the nature or cause of the original issue from being reliably assessed
- Shows damage that was caused or worsened by continued use after the issue was first noticed
- Has been damaged after delivery
- Has been damaged by a pet, including through chewing, biting, scratching, digging, pulling, or other pet behaviour
- Has been modified, altered, repaired, or tampered with
- Has been improperly handled, used, cleaned, or cared for
- Is not returned in substantially the same condition as when the issue was reported
Items that do not meet these requirements may be deemed ineligible for inspection, replacement, exchange, or refund.

When a Defect Is Unclear
If we are unable to confirm the reported defect based on the photos, videos, or information provided, the item will need to be returned to us for inspection. The customer will be responsible for arranging and paying for the return shipping.

Outcome After Inspection
- If a manufacturing defect is confirmed:
Kauda will arrange an appropriate replacement, exchange, or other resolution and reimburse the return shipping cost up to $4.
- If no manufacturing defect is found:
The item will be treated as non-defective. The return shipping cost will not be reimbursed, and the applicable delivery fee must be paid if you would like the item sent back to you.

What Is Not Considered a Manufacturing Defect
The following are not considered manufacturing defects:
- Damage caused by pets, including chewing, biting, scratching, digging, pulling, or other pet behaviour
- Damage caused by use, misuse, accidents, improper handling, cleaning, or care
- Normal wear and tear
- Damage occurring after delivery
- Minor variations in colour, fabric texture, stitching, or measurements that do not affect the product’s functionality
- Incorrect assessment or selection of product, size, colour, or suitability by the customer

Incorrect Items
Reporting an Incorrect Item
If you receive a product, size, or colour that is different from what was stated in your order, please contact us within 48 hours of delivery and provide clear photos of the item received.
Claims submitted after the 48-hour period will not be accepted under Kauda’s incorrect-item replacement or exchange policy.

Important: Do Not Use an Incorrect Item
If, after unboxing, you discover that the item received is incorrect, please do not use, wash, alter, modify, repair, or dispose of it.
Once you are aware that an item was supplied incorrectly, using the item means that you have chosen to retain and benefit from it. The item will therefore be considered accepted, and you will no longer be eligible to return or exchange it on the basis that an incorrect item was received.
To remain eligible for an incorrect-item replacement or exchange, the item must remain unused, unwashed, in its original condition and, where applicable, in its original packaging.

If an Incorrect Item Is Confirmed
If we confirm that the product, size, or colour supplied does not match your order, Kauda will arrange an appropriate replacement or exchange.
Where the incorrect item needs to be returned, Kauda will provide return instructions and cover the applicable return shipping.

If the Item Received Is Correct
If the product, size, and colour supplied match the order placed, the item will not be considered incorrect.

Final Notes
Each reported damaged or defective item is eligible for one inspection review only. Kauda’s inspection findings and resolution under this policy are final.

2. 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.

3. 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.

4. Updates to This Policy

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