At Kurgo Shop, we take pride in offering premium pet care products that meet the highest standards of quality. However, we understand that sometimes a product may not meet your expectations. Our Returns & Exchanges policy is designed with the same care and attention to detail that we apply to selecting our premium pet foods and accessories.

Our Returns Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • The item must be unused and in its original packaging
  • The item must be in the same condition as when you received it
  • You must provide proof of purchase (order number or receipt)

Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following premium pet care products:

  • Opened or partially used packages of Acana Dry Cat Food, Canagan Dry Cat Food, Carnilove Dry Cat Food, or any other pet food products
  • Used Bedding and Litters products
  • Opened Cat Calming Solutions
  • Personalized or custom-made items

How to Initiate a Return or Exchange

To return or exchange an item, please follow these steps:

  1. Contact our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for approval: Our team will review your request and provide return instructions within 2 business days.
  3. Package your return: Securely pack the item(s) in the original packaging with all tags and accessories included.
  4. Ship your return: Send the package to our returns center at the address provided in your approval email. We recommend using a trackable shipping service.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). Original shipping fees are non-refundable.

Refund Process

Once your return is received and inspected (typically within 5 business days of arrival at our facility), we will process your refund or exchange:

  • Refund method: Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 3-5 business days after approval
  • Bank processing: Additional 5-10 business days may be required for the refund to appear on your statement, depending on your financial institution

Exchange Process

For exchanges (subject to availability):

  1. Follow the standard return process
  2. Include a note specifying the replacement item you’d like
  3. We will ship the new item once the return is received and processed
  4. Any price difference will be charged or refunded accordingly

Damaged or Defective Items

If you receive a damaged or defective item (including premium products like Bird Cages and Stands or Carriers and Crates):

  • Contact us immediately at [email protected]
  • Provide photos of the damage or defect
  • We will arrange for a replacement or refund at no additional cost to you

Return Request Template

Use this template when contacting us about a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Kurgo Shop Customer Service, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Details of item(s) to be returned: – Product Name: [e.g., Canagan Wet Cat Food – Chicken] – Quantity: [Number] – Reason for return: [Please specify] [For exchanges only:] I would like to exchange this item for: [Product Name and Variant] Please advise on the next steps for processing this request. Best regards, [Your Full Name] [Your Contact Information] [Order Date]

Contact Us

For any questions about our Returns & Exchanges policy or premium pet products, please contact our customer care team:

Email: [email protected]
Postal Address: 88 Leyburn Rd, Ripon, GB CH2A 8WX

We appreciate your trust in Kurgo Shop for your premium pet care needs and are committed to ensuring your complete satisfaction with every purchase.