Cancellation Policy
Received a defective item or your order got damaged in transit?
No worries! We will send you a replacement free of charge as long as you contact us at office@kandiana.uk within 2 days of receiving the product.
Not happy with your purchase?
You can return it for a 100% refund within 30 days of receipt. Simply follow the return instructions provided below.
Want to change or cancel your order?
We can cancel an order that has not been processed yet. To cancel your order, you must contact us by 11:59 PM EST on the day of ordering at the latest. If your order has already been processed or shipped, it cannot be canceled. Please contact us at office@kandiana.uk.
Order lost in transit?
In rare cases, orders may take longer to arrive due to shipping conditions beyond our control. If your order is not delivered within 60 days of shipping, we will offer you a full refund. Note: To speed up delivery, some items may arrive in multiple packages.
Our Return Policy
Our return policy lasts 30 days. If 30 days have passed since you received your purchase, unfortunately, we cannot offer you a refund or exchange.
Please inspect your shipment carefully upon receipt. Refunds, replacements, or exchanges for defective or damaged products must be requested within 2 days of receiving the product.
If you are not 100% satisfied with your purchase, you can return your order for a full refund (items must be in the original packaging) or choose another product to be shipped to you free of charge.
Important: Contact our customer support team at office@kandiana.uk to find a suitable solution. The return address will be provided by our support team.
Return Costs
Return shipping costs must be covered by the customer.
Please note that our return policy does not apply to cat apparel, which is a final sale due to hygienic reasons. Additionally, edible cat treats are not refundable or eligible for store credit if the cat does not like them.
Damaged or Defective Items
Received a damaged item? We’ve got you covered and will send out a replacement free of charge. No need to return the damaged product! Please email us at office@kandiana.uk with a photo or a short video of the defective item.
Damaged or defective items must be reported within 2 days of receiving your package.
Items are not eligible for a refund due to size or measurement issues if the shipped item matches the variant/size you ordered. If the size or variant issue is due to our mistake, we will accept exchange or refund requests.
Returns
To be eligible for a return, your item must be unused, in the same condition as received, and in its original packaging. Customized products are not eligible for return.
Please do not return items to the manufacturer.
How to Request a Return
It’s simple! Contact us at office@kandiana.uk, and your return request will be reviewed. If the goods are faulty or damaged, we offer either a replacement (exchange) or a full refund.
Refunds will be processed to the original payment method or, if preferred, as store credit that never expires.