Refund policy
30-day guarantee
Contact Kivio Labs within 30 days of delivery if your product is not a fit. Email support@kiviolabs.com with your order number and a short description of the issue.
Request requirements
To help us review your request, include the order number, the email used for the order and any relevant photos. Damaged or incorrect items should be reported with clear photos of the product and packaging.
A return may be required before a refund is issued. Do not send a product back until Kivio Labs provides return instructions. Unauthorized returns may not be accepted.
Damaged or incorrect items
If an item arrives damaged or you receive the wrong item, contact us as soon as possible. We will review the information provided and arrange an appropriate resolution.
Product condition and safety
Dog products should be supervised and inspected before every use. Items that have been damaged through misuse, continued use after damage was visible, or use outside the product guidance may not qualify for a refund. Each request is reviewed based on the information available.
Refunds
If a refund is approved, it will be issued to the original payment method. Your bank or card provider may require additional time to post the refund.
Changes and cancellations
Contact us promptly if you need to change or cancel an order. We cannot guarantee a change after processing has begun.
Contact
Email support@kiviolabs.com for return and refund questions.