Returns & Refund Policy

Return & Refund Policy

At KINRI Pet, we want you and your pets to be happy with every purchase. We offer a 30-day change-of-mind return policy on eligible products, subject to the conditions below.

Our change-of-mind policy is provided in addition to your rights under the Australian Consumer Law (ACL) and does not exclude, restrict or modify any rights or remedies you may have under the ACL.

🔁 30-Day Change-of-Mind Returns

If you change your mind or accidentally purchase the wrong product, you may request a return within 30 days of receiving your order.

To be eligible for a change-of-mind return, the item must be:

Unused and unopened;
In its original packaging;
In the same condition in which you received it;
In a condition suitable for resale; and
Accompanied by proof of purchase, such as your order number, order confirmation or receipt.

To request a return, please contact us at info@kinripet.com.au before sending the item back.

Returns sent to us without prior approval may not be accepted.

For approved change-of-mind returns, customers are responsible for the cost of return shipping. Original shipping charges are non-refundable.

Once the returned item has been received and inspected, eligible change-of-mind returns will be issued as store credit. Store credit does not expire and can be used toward future purchases at KINRI Pet.

⚠️ Damaged, Faulty or Incorrect Items

Please inspect your order after delivery.

If an item arrives damaged, appears defective, or you receive an incorrect item, please contact us at info@kinripet.com.au as soon as possible. We recommend including your order number and clear photos or videos of the item and packaging where possible, as this will help us assess and resolve the issue more quickly.

Where an item does not meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a remedy such as a repair, replacement or refund, depending on the circumstances and whether the problem is major or minor.

Where applicable, KINRI Pet will cover reasonable return shipping costs for products that do not meet the consumer guarantees under the Australian Consumer Law.

❌ Non-Returnable Items for Change of Mind

For health, hygiene, safety and product integrity reasons, we generally cannot accept change-of-mind returns for:

Opened, used or partially consumed food, treats or edible products;
Fresh, frozen, refrigerated or other perishable products;
Opened products where hygiene or safety may be affected;
Clearance or final-sale items;
Gift cards;
Free gifts or promotional items;
Custom or personalised products; or
Products that are no longer in their original, resaleable condition.

These exclusions apply to change-of-mind returns only and do not affect any rights or remedies you may have under the Australian Consumer Law.

🐱 Pet Food & Palatability

Unfortunately, a pet refusing to eat or simply not liking a food product is generally considered a change of mind rather than a product fault.

For health and safety reasons, KINRI Pet generally cannot accept returns of opened pet food solely because a pet does not like the flavour, texture or product.

However, some brands sold by KINRI Pet may offer a manufacturer-backed palatability or satisfaction guarantee.

Eligibility, time limits, required remaining product quantities and other conditions vary between manufacturers.

If you believe your product may qualify for a palatability guarantee, please contact us at info@kinripet.com.au before returning the product. We will confirm whether the product is eligible and provide further instructions.

Any manufacturer-backed guarantee operates in addition to your rights under the Australian Consumer Law.

🧸 Pet Toy Wear & Damage

Pet toys are designed for play but are not indestructible. Plush, fabric, rope and similar toys may naturally become worn or damaged through chewing, scratching, tearing or general use.

Normal wear and tear, or damage caused by chewing, destructive play, misuse or use inconsistent with the product's intended purpose, is not generally considered a manufacturing defect.

If you believe a toy has a manufacturing defect, such as faulty stitching, missing components or damage that was present when the product arrived, please contact us as soon as possible with your order details and clear photos of the issue.

We will assess the issue and, where applicable, provide an appropriate remedy in accordance with the Australian Consumer Law.

For your pet's safety, we recommend supervising pets during play and regularly checking toys for signs of wear or damage. Damaged toys should be removed when they may present a safety risk.

🚚 Return Shipping Costs

For approved change-of-mind returns, the customer is responsible for return shipping costs. Original delivery charges are generally non-refundable for change-of-mind returns.

We strongly recommend using a tracked shipping service when returning an item, as KINRI Pet cannot take responsibility for items lost or damaged during return transit due to inadequate packaging or the return carrier.

If a product does not meet a consumer guarantee under the Australian Consumer Law, KINRI Pet will comply with its obligations regarding reasonable return or transportation costs.

Please contact us before returning a faulty, damaged or incorrect product so we can provide appropriate return instructions.

🔄 Exchanges

If you would like a different product, flavour, size or variety because you have changed your mind, the easiest option is generally to place a new order and return the original eligible item under our change-of-mind return process.

Once your return has been received, inspected and approved, we will issue the applicable store credit.

If an exchange relates to a faulty, damaged or incorrectly supplied item, please contact us so we can arrange an appropriate solution.

💳 Refunds & Store Credit

Once your returned item has been received and inspected, we will notify you of the outcome.

For approved change-of-mind returns, eligible returns will generally be issued as store credit.

Where you are entitled to a refund under the Australian Consumer Law, the refund will be processed using your original payment method unless otherwise agreed.

Once a refund has been processed by KINRI Pet, your bank, credit card provider or payment provider may require additional processing time before the funds appear in your account.

If you believe an approved refund has not been received after 15 business days, please contact us at info@kinripet.com.au.

🛠 Manufacturer Warranties

Some products sold by KINRI Pet may also include a manufacturer's warranty.

If you experience an issue with a product covered by a manufacturer's warranty, please contact us and we can assist you with the warranty process where appropriate.

Manufacturer warranties and other voluntary warranties are in addition to your rights under the Australian Consumer Law and do not replace or limit those rights.

🇦🇺 Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Return & Refund Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.

If a product fails to meet a consumer guarantee, the remedy available will depend on the circumstances and whether the failure is considered major or minor under the Australian Consumer Law.

For more information about consumer rights and guarantees, please visit the Australian Competition and Consumer Commission (ACCC).