Return & Refund Policy

Thank you for shopping at KidneyCatCo. We specialize in renal nutrition and wellness products for cats, and we want you to feel confident when ordering from us.

Please read this policy carefully before making a purchase.

Returns & Refunds (Unopened Items Only)

We accept returns of unopened, unused products within 30 days of delivery.

Eligible items must:

  • Be in their original, sealed packaging

  • Be unused and undamaged

  • Include all original labels and components

If your return is accepted, we will issue a refund to your original payment method.

To start a return, please contact us at kidneycatco@gmail.com with:

  • Your order number

  • The item(s) you want to return

  • A photo of the unopened packaging

Return shipping costs are the responsibility of the customer, unless the item arrived damaged or incorrect.

We do not currently offer refunds for opened items or items that have been tried for taste preference. Because cats can be picky eaters, we are not able to resell opened food items safely, and offering full refunds for opened packages would make it difficult for us to continue operating.
This may change in the future.

Damages and Issues

Please inspect your order upon reception and contact us immediately at kidneycatco@gmail.com if:

  • An item is defective

  • An item is damaged

  • The wrong item was delivered

We will evaluate the issue and make it right, either through a replacement or a refund.

If your order arrives with visible damage, please include clear photos of the packaging and product when contacting us.

Exceptions / Non-Returnable Items

The following items cannot be returned:

  • Opened or unsealed food items

  • Opened supplement containers

  • Items with damaged or missing packaging

  • Perishable products that cannot be restocked

  • Gift cards

  • Sale or clearance items (unless defective)

If you're unsure whether your item qualifies for a return, please contact us before sending anything back.

Exchanges

We currently offer exchanges only for damaged, defective, or incorrect items.
If you received a damaged or incorrect product, please contact us to request an exchange.

European Union 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days without providing a reason.

To qualify:

  • Items must be unused and in their original condition

  • Perishable goods such as opened pet food cannot be returned under this rule

Refunds for EU orders will be issued to the original payment method after the returned items are inspected.

Refund Processing Time

Once we receive and inspect your return, we will notify you of approval or rejection.
If approved, refunds usually process within 5–10 business days, depending on your bank or card issuer.

Contact Us

If you have any questions about returns, refunds, or product issues, please contact us at:

kidneycatco@gmail.com

We’re always happy to help.