Refund policy

Last Updated: October 21, 2026

Thank you for shopping at Kitzuno. This Return & Refund Policy explains the conditions and procedures for returns, refunds, exchanges, and order cancellations.

1. Return Eligibility

Kitzuno accepts eligible return requests within 30 days after delivery.

To qualify for a return, an item should generally be unused, undamaged, and in its original condition, with original packaging and included accessories where applicable. Proof of purchase, such as an order number or order confirmation, is required.

Items that have been used, damaged after delivery, altered, or returned incomplete may not qualify for a refund, except where applicable law requires otherwise.

For hygiene and safety reasons, certain opened or used pet-care products may be ineligible for return where permitted by law.

2. How to Request a Return

Please contact our customer service team before sending any item back.

Email: service@kitzuno.com

Please include:

Your order number.
The product you wish to return.
The reason for the return.
Photographs of the item, if it arrived damaged, defective, or incorrect.

Our team will review your request and provide return instructions if the return is approved. Please do not send products to an address that has not been confirmed by our customer service team.

3. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us as soon as possible after delivery.

Please provide your order number and clear photographs or other relevant details. We will review the issue and explain the available resolution, which may include a replacement or refund, subject to the circumstances and applicable law.

4. Return Shipping Costs

For returns due to a change of mind or an incorrect purchase decision, the customer may be responsible for return shipping costs unless otherwise agreed or required by applicable law.

If the return results from an item being defective, damaged on arrival, or incorrectly supplied, please contact us before arranging return shipping so we can review the appropriate solution.

Original shipping charges and other fees will be handled in accordance with the circumstances of the return and applicable law.

5. Refund Processing

Once an authorized return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will generally be issued to the original payment method. The time required for the funds to appear in your account may depend on your payment provider or financial institution.

If you have not received an approved refund after a reasonable processing period, please contact us with your order details.

6. Exchanges

If you need a different item or variation, contact us to discuss the available options. Exchanges are subject to product availability and approval.

7. Order Cancellations

If you need to cancel an order, contact us as soon as possible. We will review whether the order can be canceled before fulfillment or dispatch.

Once an order has been dispatched, cancellation may no longer be possible. In that case, you may contact us about the applicable return procedure after delivery.

8. Contact Information

For questions about this policy or assistance with an order, please contact us.

Business Name: Guangzhou Lianxin Trading Firm (Sole Proprietorship)

Business Address: Room 303, No. 19, Lane 5, Xiaoqian Street, Hengli Town, Nansha District, Guangzhou, Guangdong, China