Refund policy

At Kloe, we are committed to helping your pets live their happiest, healthiest lives through our hyper-personalised meal plans.

As each plan is custom-built based on your pet’s specific needs, we offer the following refund terms:

1. Custom Product Policy

Our meal plans are tailored specifically for each pet and are considered non-refundable once the plan has been created and delivered. However, if you are not happy, please write to us at support@kloe.pet. We will try to find a way to work things out.

2. Exceptions

We do, however, offer refunds or partial credits in the following cases:

• Incorrect Information: If we made an error in the information used to create your pet’s plan (e.g., wrong breed, weight, or allergies).
• Order Error: If you were charged incorrectly due to a technical issue on our side.
• Delivery Issues: If you did not receive your plan within the promised timeframe, and no resolution could be provided.

3. Refund Requests

To request a refund, please contact our team at support@kloe.pet within 7 days of receiving your meal plan. We will be happy to assist you.

Please include:

• Your order number
• An explanation of why you are requesting a refund
• Any supporting documents if necessary (e.g., screenshots)

4. Processing Refunds

When approved, refunds will be processed to your original payment method you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@kloe.pet