Refund Policy

At KINLLO, we want every order to bring warmth, creativity, and joy to you and your pets. If something is not right with your order, please contact us and we will do our best to help.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery.

Please include:

Your order number
Clear photos of the item
Photos of the product packaging
A brief description of the issue

Once the issue has been reviewed and confirmed, we may offer one of the following:

A full or partial refund to your original payment method
A replacement item at no additional cost
Another appropriate solution agreed upon with you

A return may not be required for a confirmed damaged or defective item. Please do not dispose of the item or packaging until we have reviewed your request.

Replacement availability may depend on the product, customization requirements, inventory, and shipping destination. If a replacement cannot reasonably be provided, an eligible refund will be issued instead.

Please note that responsibility for an order transfers to the customer after it has been successfully delivered to the address provided at checkout. We cannot provide refunds or replacements for loss or damage that occurs after confirmed delivery, including damage caused by improper use, storage, washing, handling, or normal wear.

Customized and Personalized Products

Customized, personalized, and made-to-order products are created specifically for each customer. These products are final sale and cannot be returned, exchanged, or refunded because of a change of mind, an incorrectly selected option, or information or images submitted by the customer.

This includes, but is not limited to:

Products featuring a customer’s pet photo
Personalized names, text, colors, or design selections
Custom-sized or made-to-order products
Other items clearly identified as customized or personalized

Customized products may still qualify for assistance if they arrive damaged, defective, or materially different from the confirmed order details.

Customers are responsible for checking all submitted photos, names, spelling, sizes, colors, and personalization details before completing an order. Image quality and the final printed result may be affected by low-resolution images, screenshots, heavy filters, poor lighting, or partially obscured subjects.

Minor differences in color, image placement, scale, or appearance may occur because of screen settings and the production process. These reasonable variations are not considered defects.

Returns and Exchanges

At this time, KINLLO generally does not accept returns or exchanges for change-of-mind purchases.

DIY kits that have been opened, started, used, altered, or are missing components cannot be returned or exchanged.

If you experience a quality issue, receive the wrong item, or believe that components are missing, please contact us within 48 hours of delivery. We will review the information and photos provided and offer an appropriate solution when the issue is confirmed.

We cannot provide refunds or replacements for problems caused by:

Incorrect use or assembly
Failure to follow the provided instructions
Normal wear and tear
Improper washing, storage, or maintenance
Damage occurring after delivery
Incorrect customer-submitted personalization details
A product being unsuitable because measurements were not checked before ordering