Refund policy
Last updated: May 27, 2026
We stand behind the quality of every product we ship. If something arrives wrong, we will make it right. Please read this policy carefully before placing an order.
1. Damaged, Defective, or Wrong Item — Free Replacement
If your order arrives damaged, defective, or with the wrong item, we will ship you a free replacement at no cost to you. In most cases you do not need to return the original item.
To request a free replacement:
Email official@kokoot.com within 30 days of delivery with:
- Your order number
- A clear photo or short video showing the issue
- Photos of the outer packaging if relevant
Our team will respond within 2 business days and arrange your replacement.
Defects must be reported within 30 days of delivery. Pet chewing, scratching, misuse, improper cleaning, and normal wear and tear are not manufacturing defects (see Section 5).
2. Variant Exchanges — Apparel, Harnesses, Collars & Wearable Items
For wearable items (clothing, raincoats, costumes, harnesses, collars, bandanas, shoes/boots, carriers), if the size or color you ordered does not fit your pet, you may request a free variant exchange within 30 days of delivery, subject to the conditions below.
Conditions for variant exchanges:
- Item must be in resalable condition — no pet hair, odor, saliva, urine, stains, bite marks, scratches, or other signs of use
- Original packaging and tags included
- Item shipped back within 7 days of exchange approval
Who pays shipping for variant exchanges:
- You pay the return shipping to send the original item back
- We pay the shipping to send the new variant to you
- Or you can request a prepaid return label, with the actual postage deducted from any refund issued
3. Returns for Other Reasons (Change of Mind)
If the item arrived as described and in good condition but you no longer want it, you may request a refund within 30 days of delivery, subject to the conditions below.
Return conditions:
- Item in resalable condition — no pet hair, odor, stains, or signs of use
- Original packaging included (inner bags, boxes, tags)
- If original packaging is missing or damaged, please contact us before shipping
Return shipping for change-of-mind returns:
- You pay the return postage
- Or request a prepaid return label, with the actual postage deducted from your refund
We do not charge any restocking fee, processing fee, or inspection fee — only the actual postage when applicable.
4. Non-Returnable Items (Hygiene & Safety)
For hygiene and safety reasons, the following items are not eligible for return once opened or used (except where we confirm a manufacturing defect or incorrect item caused by us):
- Used or opened pee pads, training pads, washable pee pads (after first use)
- Pet beds, mats, blankets, and cushions with pet hair, odor, saliva, urine, stains, or other signs of use
- Used grooming tools, paw cleaners, bath brushes, lick mats, slow feeders, puzzle feeders, and similar items after pet contact
- Used food bowls, water bowls, treat dispensers after pet contact
- Items with damaged, missing, or non-resalable packaging
- Customized or personalized products (including engraved tags, name-printed bandanas, etc.)
- Final sale, clearance, or promotional items marked non-returnable on the product page
- Gift cards
5. Pet Chewing, Scratching & Normal Wear
No pet product is indestructible. Damage caused by chewing, scratching, digging, biting, pulling, misuse, improper cleaning, accidents, or normal wear and tear is not a manufacturing defect and is not eligible for return, refund, or replacement.
We recommend supervising your pet during use and inspecting products regularly. Discontinue use and replace any product showing wear, damage, loose parts, or other signs of compromised integrity.
6. Apparel & Sizing Disclaimer
Breed, age, weight, and size recommendations on our product pages are general references only and are not guarantees of fit.
Product dimensions and sizing information are measured manually and may vary slightly due to manufacturing tolerances, material stretch, measuring method, or batch differences.
If you are unsure which size to choose, we recommend selecting the larger size when possible. Please measure your pet's chest girth, back length, and neck circumference before ordering.
Sizing issues alone do not qualify for a refund — but you may request a free variant exchange under Section 2 if the original item is in resalable condition.
7. Shipping & Transit Damage
Damage that occurs during shipping or transit — including crushed, torn, wet, or otherwise damaged outer packaging, or product damage that occurs while the package is in the carrier's possession — should be reported to us within 48 hours of delivery with photos and video of both the outer packaging and the product.
Once confirmed, we will arrange a replacement at no cost to you or process a refund, and we will pursue the carrier claim internally on your behalf.
8. How to Initiate a Return
- Submit a return request. Email official@kokoot.com with:
- Your original order number
- Item name, variant, quantity, and reason for return
- Receive approval. Our team replies within 2 business days with approval and return instructions (including the return address and shipping options).
- Ship the item back using the option you selected.
- Send tracking. Reply to the same email thread with the return tracking number.
- Refund processed. Once the package arrives at our warehouse, we initiate your refund within 2 business days (see Section 11 for full timeline).
⚠️ Returns sent without prior approval, to any address other than the one we provide, or without the required order information cannot be processed.
Return Address (used only after our team confirms your return):
kokoot Returns Center
Room 02, 21/F, Hip Kwan Commercial Building, 38 Pitt Street, Yau Ma Tei, Kowloon, Hong Kong
Tel: +852 6953 8492
Email: official@kokoot.com
9. Return Shipping Cost Summary
| Return reason | Who pays return shipping |
|---|---|
| Damaged / defective / wrong item (Section 1) | We pay 100%. Usually no return needed. |
| Variant exchange — size/color (Section 2) | You pay return postage; we pay the reshipment. |
| Change of mind (Section 3) | You pay return postage. Or use our prepaid label and the actual cost is deducted from your refund. |
| Shipping/transit damage (Section 7) | We pay 100%. Usually no return needed. |
We do not charge any restocking fee, processing fee, or inspection fee — only the actual postage when applicable.
10. Refund Issuance
Approved refunds are issued to the original method of payment. If the original payment method is unavailable, you will receive store credit for the equivalent amount.
Gift returns are honored within 30 days of the original gift order date. Refunds for gift returns are issued as store credit or to the original purchaser.
11. Refund Timeline
The full refund timeline from the moment your package arrives at our warehouse:
| Stage | Time |
|---|---|
| Refund initiated by our team | Within 2 business days of package arrival |
| Refund processed by payment processor | 3–5 business days after initiation |
| Funds appear on your statement | Depending on your bank, typically same week (credit card) or 1 billing cycle |
12. Order Changes
Due to our quick fulfillment, we cannot guarantee changes to an order's shipping address or items once it is placed.
- For address changes: contact official@kokoot.com as soon as possible.
- To add, change, or upgrade items: contact official@kokoot.com.
If changes are no longer possible, you may return the original items for a refund upon receipt (per Sections 1–9).
13. Order Cancellation
Once an order has shipped, it cannot be cancelled. To return a shipped item, please follow the process in Section 8.
14. Contact Us
- Email: official@kokoot.com
- Phone: +852 6953 8492
- Customer Service Hours: Monday-Friday, 09:00 - 18:00 HKT (UTC+8), available in English
Our team typically responds within 2 business days. To help us assist you faster, please contact us using the email address associated with your order and include your order number.