Last Updated: September 9, 2026
At Kinzo, we take great care in packaging and shipping our products so they reach your cat in perfect condition. Because we sell consumable pet food products, our return policy is designed around food safety and hygiene standards. Please read this policy carefully before requesting a return or refund.
We accept return/replacement requests only in the following cases:
Eligible: Damaged in transit – the bag/pouch/box was crushed, torn, punctured, or leaking on arrival
Eligible: Wrong item delivered – you received a different product, flavor, or size than what you ordered
Eligible: Missing item(s) – one or more products from your order were not included in the package
Eligible: Manufacturing defect – e.g., seal failure, foreign material, or visibly spoiled product discovered upon opening
To maintain hygiene and food safety standards, we do not accept returns for:
Not Eligible: Opened or partially used food bags/pouches, except where the issue is a manufacturing defect or contamination as described above
Not Eligible: Change of mind after the product has been opened
Not Eligible: Your cat not liking the taste or texture of the food (we recommend checking our feeding/transition guide before purchase, and starting with a smaller pack size if trying Kinzo for the first time)
Not Eligible: Products without original packaging, if unopened returns are otherwise approved
Not Eligible: Ordering the wrong flavor, size, or product by mistake at checkout. Please review your cart carefully before placing an order. This is different from us shipping you the wrong item, which is covered under Section 1.
Not Eligible: Items reported after the reporting window mentioned below
Damaged, wrong, or missing items must be reported within 48 hours of delivery.
Please retain the original packaging and, where possible, share clear photos or an unboxing video of the issue – this helps us process your claim quickly without back-and-forth.
In most cases you don’t need to ship the item back – please dispose of damaged/opened items safely. For select cases (e.g., a suspected manufacturing defect needing investigation), we may request the product be returned to us before finalizing the resolution; if so, we’ll cover the return shipping cost.
Since all Kinzo orders are prepaid, approved refunds are credited back to the original payment method used at checkout (card, UPI, netbanking, or wallet).
Approved refunds are processed within 5-7 business days of approval, to the original payment method.
Actual credit to your account may take a few additional days depending on your bank/payment provider.
If an order is cancelled before it ships, any GST amount and shipping charges paid will be refunded in full.
If an order is returned/refunded after delivery under the eligible cases in Section 1, the GST amount will be refunded; any shipping charges paid are non-refundable, since the delivery service was already rendered. (This section applies only to orders where a separate shipping fee was charged at checkout.)
Orders can be cancelled free of charge within 2 hours of placing your order. After this window, cancellation may not be possible if the order has already been processed for shipping – please contact us as soon as possible..
Once an order is out for delivery or delivered, it can only be cancelled/refunded under the return conditions listed in Section 1.
Kinzo Legal Entity: Kinzo Pet Care LLP
Email: contactus@kinzo.in
Phone: +91 87968 42111 (WhatsApp/Call)
Address: Plot No. 1128, Jayadurga Nagar, Budheshwari Colony, Bhubaneswar, Odisha, India, 751006
