Refund Policy

At FamilyKin Pets, we want you to feel confident with your order. If something is not right, please review our return and refund policy below and contact us at hello@familykinpets.com.

Return Window

You may request a return within 14 days after your order has been delivered.

To be eligible for a return, the item must be:

• Unused and unworn
• In its original condition
• In its original packaging
• Returned with all included accessories, tags, cards, and packaging materials

Items that show signs of use, wear, washing, damage, pet hair, odor, or missing packaging may not be eligible for a refund.

How to Start a Return

To request a return, please contact us at hello@familykinpets.com with your order number and the reason for your return.

Please do not send items back without contacting us first. Returns sent without prior approval may not be accepted.

Return Shipping

Customers are responsible for return shipping costs unless the item received was defective, damaged, or incorrect due to our error.

Original shipping fees are non-refundable.

For international orders, customers are responsible for any return shipping costs, customs duties, import taxes, brokerage fees, or local charges related to the return shipment.

Personalized Items

Personalized items, including engraved leather tags, are made specifically for your order and cannot be returned or refunded unless they arrive damaged, defective, or were incorrectly made due to our error.

Please make sure all personalization details, including pet name, phone number, spelling, and formatting, are correct before submitting your order.

Personalized Leather Tags are designed as add-on items to FamilyKin walk essentials and are not shipped separately on their own. If a personalized tag is ordered by itself, we may contact you to adjust, combine, or cancel the order before fulfillment.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at hello@familykinpets.com.

Please include your order number, a description of the issue, and clear photos of the item and packaging. We will review the issue and help arrange a suitable solution, such as a replacement, store credit, or refund where appropriate.

Non-Returnable Items

The following items are not eligible for return or refund:

• Personalized or engraved items, unless damaged or incorrect due to our error
• Used, worn, washed, or damaged items
• Items with pet hair, odor, stains, or signs of use
• Gift cards
• Final sale or promotional items, where marked as final sale

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow several business days for your bank, credit card provider, or payment service to process the refund.

Shipping fees, customs duties, import taxes, brokerage fees, and local charges are non-refundable.

Exchanges

We do not guarantee direct exchanges for all items. If you need a different size or item, please contact us first at hello@familykinpets.com.

If the item is eligible, we may help arrange an exchange or recommend placing a new order after your return is approved.

Refused or Undeliverable Packages

If a package is refused, returned due to an incorrect address, failed delivery attempt, unpaid customs charges, or refusal to pay import fees, any refund issued may be reduced by shipping costs, return shipping costs, customs charges, or other fees incurred.

Contact Us

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

hello@familykinpets.com