Refund policy
Eligibility for Refunds
At KicaLuxe, we want you to be completely satisfied with your purchase. Refunds may be issued under the following conditions:
- Items received damaged or defective
- Incorrect items shipped (different from what was ordered)
- Unopened products returned within 30 days of delivery
Note: Perishable items (such as live food for aquarium/reptiles) and personalized products are not eligible for refunds unless defective upon arrival.
Return Process
- Contact our customer service team via email within 7 days of receiving your order to initiate a return
- You will receive return instructions and a Return Authorization Number
- Package the item securely in its original packaging
- Ship the item back to us using a trackable shipping method
We recommend keeping proof of postage until your refund is processed.
Refund Methods
Approved refunds will be issued to the original payment method within 5-10 business days after we receive and inspect the returned item. Shipping costs are non-refundable unless the return is due to our error.
Exchanges
For incorrect or defective items, we will gladly exchange the product. Please follow the same return process and indicate you would like an exchange. We will ship the replacement once we receive your return.
Special Considerations for Live Animals
Due to the sensitive nature of live animals (birds, reptiles, fish, small animals):
- All live animal sales are final unless the animal arrives deceased or severely ill (verified by a veterinarian report within 24 hours of delivery)
- We cannot accept returns of live animals for any reason other than the above
- Shipping costs for live animals are non-refundable
Contact Information
For any questions regarding our refund policy, please email our customer service team. Include your order number and details about the product you would like to return.
Policy Updates
KicaLuxe reserves the right to modify this refund policy at any time. Any changes will be effective immediately upon posting on our website.