Returns
We hope you and your pup love what you've ordered! If they don’t fit perfectly, don’t worry - we've made the return process super easy!
First, please make sure your return items meet the following conditions to be eligible for a refund or exchange:
- Just like humans, we know pups need to try things on to make sure they're the perfect fit!
- Make sure your return/exchange is clean and free of dirt, debris and dog hair!
- Please ensure that the product has no wear and tear.
- Items returned with strong odors (sprays, perfumes, cigarette smoke) will not be accepted.
- Returns of multiple orders should not be combined, but packaged separately with separate labels. Returns that are combined may result in delayed processing or not be processed at all.
- If you've got any of the original packaging, please include it with your return/exchange.
Your item(s) MUST be new, unused, unworn, hair-free, and in the same condition that you received it, with all original hang-tags attached (or original packaging) to be eligible for a refund. Please do not initiate a return if the hang-tags have been removed, as we cannot accept returns of such items for hygienic reasons.
Our return policy lasts 30 calendar days from the date of delivery, or 45 calendar days from the date of purchase if tracking confirmation is unavailable for the destination country. After this period, we are unable to accept returns or provide refunds.
How to Return?
- If you wish to return an item, please initiate a return request by email us at hello@krbobo.com advising us that you wish to return an item, stating your order number and the reason for your return.
- Securely package your unworn item(s) and include the packaging slip. If you no longer have the packing slip, please go to your email and print off your original order email receipt that includes your order number so that we can reference which order the return belongs to.
- Send the item(s) back to the address provided via email. Please note that returns are to be shipped back to our warehouse address in the USA. We will provide you with all of the return information needed via email – please do not send packages to the address listed on any shipping labels without contacting us first. Returns to an address on our shipping label are not guaranteed to make it to us and may incur additional shipping fees. For returns from the USA, please use USPS (NOT courier services such as UPS, FedEx etc.) as any shipments that incur customs brokerage fees will not be accepted and will be returned to the sender.
If you are located in the USA and would prefer to ship to our US return address, we will provide the address via email. Please note that this option is free of charge and may take approximately 2 weeks for the item to be processed.
You will be responsible for paying for your own shipping costs for returning your item, unless the item received is faulty/damaged or we have sent you the wrong item in error. Original shipping costs are non-refundable. If you receive a refund, the original cost of shipping will be deducted from your refund (unless your order qualified for free shipping).
We cannot guarantee that we will receive your returned item due to external circumstances out of our control. We do not accept responsibility for lost return items in the post.
Bundle Set Returns
To return a bundle set for a refund, all items must be returned in new, hair-free, condition with the tags attached. If you'd like to exchange sizes for select items from the bundle set, we recommend contacting us first at hello@krbobo.com. To facilitate a size exchange, we would recommend placing a new order for the desired items/sizes (must be from the same collection) and provide us with the original bundle set order number and new order number. Once we receive the returned items that were in the incorrect sizing, we can refund the amount in the new order placed so that you can maintain the discounted bundle set pricing. Please note that this does not apply to collections listed as FINAL SALE and that any shipping costs are non-refundable.
Free Gift With Purchase/BOGO Sale Returns
If a free gift was included with purchase, any returns of the original purchased items must include the free gift (new, in original packaging or with tag attached), or a refund will be withheld until the free gift is received. Alternatively, the value of the free gift may be reduced from the total refund amount.
For buy one, get one promotions, both items must be returned for a refund. Otherwise, if only 1 of the 2 items are returned, the full value of the product will be deducted for the refund - voiding the promotional pricing.
Gift Cards
Gift cards are not eligible for returns or refunds.
Refunds
Once your return is received and inspected to ensure that they meet our return requirements listed above, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Please note this may take 1-5 business days from the date of receipt.
If your return is approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This may take approximately 3-10 business days for your bank to process the refund and post it to your account. (Refunds do not include shipping, handling, or taxes.)
Please note that if the returned item(s) are not in new, unused, unworn, hair-free and in the same condition that you received it with all original tags attached, we will not be covering the cost of shipping the items back to you or providing a refund. We are unable to accept returns if they do not meet these requirements for hygienic reasons.
Late or missing refunds (if applicable)
If you haven’t received a refund after 10 business days, first check your bank account again, as sometimes transactions take some time to be officially posted.
Next, please contact your credit card or bank institution for an update.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@krbobo.com.
Exchanges
We accept returns and exchanges, but please note that the process may extend your waiting time. During peak sales periods, items may sell out, and we cannot guarantee that your desired style or size will be available at the time of exchange. We recommend carefully selecting your items when placing an order.
The best approach is to return the original item for a refund and place a new order for the desired product.
Wrong or Faulty/Damaged Items
We’re sorry about that! Each KRBOBO item undergoes a quality control assessment prior to shipment. In the unlikely event that any items you receive are faulty/damaged or the wrong item was sent due to our error, please email hello@krbobo.com within 3 days of receipt of the item(s) to notify us. A member of our team would be more than happy to look into this for you.
Please include your order number, contact details, details of the fault/damage/item and a photo or video, if possible, of the fault/damage/item.
Unfortunately, we cannot guarantee that the same style or size item will be in stock at the time of replacement, as our products are limited edition. If the item is out of stock, we would be able to offer another item that is in-stock of the same value of your choice, a refund, or store credit, including shipping costs.
Guarantee
We ensures that premium quality & durable materials are used in the manufacturing process of our products, however, they are not indestructible.
Please ensure that you inspect all items for wear prior to use.
We are unable to take responsibility for any injury or loss caused by the use or misuse of our products.
Also, we are unable to replace or refund any items due to wear and tear, or that were damaged due to dog chewing of buckles or materials, so please ensure to keep these items out of reach if your pet is a little naughty when unsupervised!