Returns & Refunds
We want you to feel confident when shopping with Kelmoxi.
This policy is not legal advice. It is a customer-facing guide to help explain our return process.
Return Window
Eligible items may be returned within 30 days of delivery.
Return requests made after this window may not be accepted.
Return Condition Rules
To qualify for a return, items must be:
Unused
Clean
Undamaged
In original packaging where possible
Returned with all included parts and accessories
Approved by our support team before being sent back
Items That May Not Be Eligible
Returns may not be accepted for:
Used pet products
Items with pet hair, odor, stains, or damage
Final sale items
Gift cards
Personalized items
Hygiene-sensitive items
Products missing parts or packaging
Items returned without approval
Damaged Or Defective Items
If your order arrives damaged or defective, contact us within 7 days of delivery.
Please include:
Order number
Clear photos of the item
Photos of the packaging
Photo of the shipping label
Description of the issue
We will review the case and provide next steps.
Wrong Item Received
If you receive the wrong item, email support@kelmoxi.com with your order number and photos of what arrived.
Do not use the item while the issue is being reviewed.
Exchanges
Exchanges may be available for sizing or product issues depending on stock.
If the item you want is unavailable, we may offer a refund or store credit where allowed.
Refund Timing
Once your return is received and inspected, we will notify you of the refund decision.
Approved refunds are usually sent back to the original payment method.
Processing time depends on your bank or payment provider.
Return Shipping
Return shipping costs are handled as follows:
Customer change of mind: Customer is responsible for return shipping costs.
Size exchange: Customer is responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Damaged or defective item: Kelmoxi will review the issue and provide the appropriate return or replacement instructions if approved.
Wrong item received: Kelmoxi will review the issue and provide the appropriate return or replacement instructions if approved.
Restocking Fee
Restocking fee: None
How To Start A Return
Email support@kelmoxi.com with:
Your order number
Email used at checkout
Product name
Reason for return
Photos if applicable
Please wait for return instructions before sending anything back.
Related Links
Returns FAQs
Can I return a used harness?
Used pet products may not be eligible for return, especially if they show pet hair, odor, stains, or wear.
Do I need approval before returning an item?
Yes. Contact us first so we can confirm eligibility and provide return instructions.
When will I receive my refund?
After inspection and approval, refunds are issued to the original payment method. Bank processing times vary.
Can I exchange for another size?
Size exchanges may be available if the item is unused, clean, and in eligible condition.