Returns Policy

This Returns & Exchange Policy applies to all purchases made on the website https://kevin-bennetts.com/ operated by Kevin Bennett, a professional retailer of pet supplies. Please read this policy carefully before placing an order. By completing a purchase, you agree to accept all terms stated below.

1. General Policy Overview

• We offer a 14-day return period and a 30-day exchange period starting from the date you receive your order.
• All returned or exchanged items must be unused, unwashed, undamaged, and kept with original packaging, tags and complete accessories. Items that show signs of wear, damage, missing parts or opened sealed packages for hygiene reasons will not be accepted.
• The standard delivery time for all orders is 15 to 30 days after shipment. Please take the overall delivery cycle into consideration when planning your return or exchange application.

2. Eligible & Ineligible Items

2.1 Eligible Items

Most regular pet supplies including pet carriers, litter boxes, pet beds, feeding tools, toys and harnesses can be returned or exchanged within the specified time limit, provided they remain in resalable condition.

2.2 Non-Returnable & Non-Exchangeable Items

For hygiene, safety and special sales rules, the following items cannot be returned or exchanged:

1. Opened sealed pet products, disposable pet supplies and products in direct contact with pets.
2. Clearance goods, promotional items sold at a final discount and gift cards.
3. Products damaged due to improper use, incorrect installation, man-made destruction or long-term storage by customers.
4. Customized products made according to personal requirements.

3. Return & Exchange Application Process

1. Contact Customer Service If you need to return or exchange goods, please send an email to our customer service team at [email protected] within the valid period. Please state your order number, product name, reason for return/exchange, and attach clear photos or videos of the items.
2. Waiting for Confirmation We will review your application and reply with a return authorization (RA) number and return shipping instructions within a reasonable time. Do not send back items without our prior confirmation.
3. Send Back Goods Pack the products securely and ship them to the designated address following our instructions. Please keep the shipping receipt and tracking number for reference.
4. Inspection & Processing Once we receive and inspect the returned items and confirm they meet our requirements, we will proceed with your refund or exchange arrangement.

4. Shipping Fee Rules

1. Customer’s Reason for Return/Exchange If you return or exchange items due to personal reasons such as wrong purchase, dislike or size mismatch, you shall bear all return shipping fees. The original shipping fee paid when placing the order will not be refunded.
2. Our Responsibility for Return/Exchange If the items you received are defective, damaged, incorrect or missing parts due to our errors, we will cover the return shipping cost. We will arrange a full refund, free replacement or exchange for you accordingly.

5. Refund Details

1. After inspection and approval, refunds will be processed to your original payment method. The arrival time of funds depends on the processing rules of your payment provider, which usually takes several business days.
2. We only refund the amount of the product price. Original shipping fees and return shipping fees (if applicable) are non-refundable unless caused by our faults.
3. Orders that enjoyed free shipping (orders over $120) will still follow the above refund rules.

6. Exchange Rules

1. When applying for an exchange, you can choose other products of equal value or different values in our store. If the new item is more expensive, you need to pay the price difference; if it is cheaper, we will refund the price difference to you.
2. After we receive and check the returned goods, we will arrange the delivery of the new item. The delivery of exchanged goods also follows the standard 15–30 days delivery cycle.

7. Special Notes

1. We are not responsible for lost or damaged packages during the return transit. We recommend you choose a trackable shipping service when sending back items.
2. Any return or exchange application beyond the 14-day return period or 30-day exchange period will be rejected.
3. We reserve the right to adjust this returns policy occasionally. Any updates will be posted on this page and take effect immediately.

8. Contact Us

For any questions about returns, exchanges or refunds, please reach out to us via email:

Email: [email protected]