Refunds & Returns

Here at Keepet we want you to have complete peace of mind when you choose to shop with us. We understand that ording online can be daunting at times but we guarantee that we are here to help from start to finshi.

Refund/Exchange Guarantee:

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.

• If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
• If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

To be eligible, your item must be returned to our head office in the same condition as it was received and must be shipped with all item included. Incomplete returns will not be accepted.

To start a return/exchage, reach out to our Customer Support Team which you can reach via out Contact Us page or by emailing us at sales@ikeepet.com.

• If your return/exchage is accepted, we will send you instructions on how and where to send your item.
• Items sent back to us without first requesting a return will not be accepted.
• Please do not return to the manufacturer

Refund - If you request a refund, the purchase price excluding delivery charges and/or discounts will be refunded to you using the original payment method. This will be processed within 5-7 business days once we have received the item and are satisfied with the condition. Please note that under no circumstances can we refund onto another credit/debit card for security reasons.

Exchange - If you are returning goods for an exchange, please state what you would like to exchange the goods for (including product name, size, colour, quantity and any other relevant information).

Providing that the goods requested are available, we will calculate the balance due or owed and confirm this amount to you by email.

• Where the value of the exchange goods requested and any additional shipping fees that may apply are in excess of the amount paid for the goods being returned we will confirm the balance outstanding and request payment from you.
• Where the value of the exchange goods requested and any additional shipping fees is lower than that of the goods being returned we will confirm the balance and issue a refund to you within 5-7 business daysof receiving the goods that are to be returned as part of the exchange.

Once we have received the goods that are being returned we will dispatch the goods that have been requested in exchange providing that:

• We have received the returned the goods and they comply with the conditions stated above;
• All outstanding balances on the value of the exchange, including any additional shipping fees, have been settled.

Note - Typing errors in personalized products will only be exchanged if the error was caused by us. Please pay attention to what you type.

Damaged/Faulty items

In the unlikely event that your item has arrived to you in an unsatisfactory condition or is damaged upon arrival we will fix the problem right away. In order to process this you will be required to provide us with photos of the issue to our Customer Support Team. (Email : sales@ikeepet.com.)

• Each case is different and depending on the circumstances and theseverity of the damage we may offer a replacement order/exchange or a full refund. This is down to the discretion of our Management 
• On occasion there may be slight colour/shade disparity between thecolours of our items on different platforms(e.g. mobile/tablet due to tint and contrast difference). Nevertheless, we aim to accurately demonstrate all of our products on our website as clearly as we can.
• Please note we are unable to issue a refund for,nor cover, any superficial damage which has been caused by pets after items have been delivered (e.g.ripping, scratching or tearing).

Adderss Errors

Please make sure you double check your address when you are entering your details during checkout. If you have entered the wrong address, moved, or need to change a product size/style after your order has been placed, please emailing us at sales@ikeepet.com. If your order has already been shipped, we will be unlikely to be able to accommodate you nor offer you a refund.

Delayed Orders

Please note that we aim to get all of our orders to our customers within the time window outlined on our shipping information page. Unfortunately from time to time delays can occur. While we appreciate that this can be frustrating we cannot cancel/refund orders that are traceable and still in transit. However on occasion items do get mislaid or held up a substantially long time and we are 100% committed to resolving this fully on a case by case basis.

Each case is different so if you have any concerns whatsoever with your order/the tracking number assigned to your order and wish to receive further information on any of the above please do not hesitate to get in touch. (Email : sales@ikeepet.com.)