Return & Refund Policy
At Kooky Kibble Singapore, we want you and your furry friend to be happy with every purchase. If something isn't right with your order, we're here to help.
Return & Refund Request Period
All return, refund, or exchange requests must be submitted within 30 days of your purchase date.
To request a return, refund, or exchange, please email us at sayhello@kookykibble.com.sg with the following information:
- Full Name
- Email Address
- Phone Number
- Delivery Address
- Order Number or Invoice
- Product(s) and quantity purchased
- Whether you are requesting a return, refund, or exchange
- Reason for your request
- Photos of the product (if damaged, defective, or incorrect)
Returns
To qualify for a return, the product must:
- Be purchased within the last 30 days.
- Be unopened, unused, and in its original packaging.
- Be in resalable condition.
- Include proof of purchase.
- Be approved by our Customer Support team before being returned.
Incorrect Items
If we accidentally send you the wrong product, please contact us within 48 hours of receiving your order. We'll arrange a replacement or refund at no additional cost.
Items That Cannot Be Returned
We are unable to accept returns for:
- Opened or used pet food or treats.
- Products that have been intentionally damaged or misused.
- Clearance, promotional, or discounted items (unless faulty or incorrectly supplied).
- Gift cards.
- Products that have exceeded the 30-day return period.
Return Shipping
If you're returning an item because you've changed your mind or no longer want it, you will be responsible for the return shipping costs.
If the return is due to:
- A damaged product
- A defective product
- An incorrect item sent by us
Kooky Kibble Singapore will cover the reasonable return shipping costs or provide a return shipping label where applicable.
Return Process
Once your return request has been approved, we'll provide instructions for returning the product.
Returns should be sent to:
Kooky Kibble Singapore
Northstar @ AMK
7030 Ang Mo Kio Avenue 5
#02-53
Singapore 569880
Please use the original packaging where possible to help prevent damage during transit.
Exchanges
Where stock is available, exchanges will generally be processed within 5 business days after we receive and inspect the returned item.
Delivery of the replacement product typically takes an additional 1–5 business days, depending on your location and courier service.
If the requested replacement product is unavailable, we'll contact you to discuss suitable alternatives or issue a refund where appropriate.
Refunds
Refund requests are reviewed individually to ensure they meet our policy requirements.
You may be eligible for a refund if:
- The product is defective.
- The product was damaged before delivery.
- You received an incorrect item.
- Your return has been approved under this policy.
Please note:
- Refunds are issued for the purchase price of the affected item(s) only.
- Original shipping fees are non-refundable unless the return is due to our error.
- Refunds will be processed within 5–7 business days after approval.
- Refunds will be credited to your original payment method.
- Depending on your bank or payment provider, it may take an additional 5–14 business days for the funds to appear in your account.
Once your refund has been processed, you'll receive a confirmation email. If you don't see it, please check your spam or junk folder.
Damaged or Defective Products
If your order arrives damaged or you believe there's a manufacturing issue, please contact us within 48 hours of delivery and include clear photos of:
- The outer packaging
- The product packaging
- The affected product
- Your order number
Our team will investigate your claim and work with you to find the best solution as quickly as possible.
Need Help?
If you have any questions about our Return & Refund Policy, please contact us:
Email: sayhello@kookykibble.com.sg
Our Customer Support team will be happy to assist you during business hours.