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.
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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.
Please note: each order is eligible for one-time exchange claim only. Unfortunately, returns or exchanges are not available 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, Defective or Incorrect Items
Reporting a Defect or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with clear photos or videos.
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
Damage caused by use, handling, wear and tear, normal material variation, or misassessment is not considered a defect.
Final Notes
Each order is eligible for one inspection review only. All inspection outcomes are final.
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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.