Politica de rambursare

Return & Refund Policy

We want you to be completely satisfied with your KIBBZ order.

Right of Withdrawal

Under EU Directive 2011/83/EU and Romanian Government Emergency Ordinance no. 34/2014, you have the right to withdraw from your purchase within 14 calendar days of receiving the last item in your order, without giving any reason.

Cancellations

You may cancel your order at any time before it has been fulfilled. Once an order is fulfilled and shipped, the return process applies instead.

Return Conditions

  • Products must be sealed, unused, and in their original intact packaging.
  • Once opened, pet food and supplements cannot be returned for hygiene and safety reasons (sealed goods exemption under EU consumer law).
  • Products damaged due to improper storage by the customer are not eligible for return.
  • Return shipping costs are the responsibility of the customer, unless the product arrived defective or damaged.
  • Products must be returned in the same condition as received.

Return Address

PrintGround, Business Park Flavia, Plovdiv, Bulgaria

How to Return an Order

  1. Contact us within 14 calendar days of receiving your order at info@kibbz.ro, quoting your order number.
  2. We will respond within 24 hours with clear return instructions.
  3. Ship the product back to the address above within 14 days of receiving our instructions.

Refunds

Once we receive and inspect the returned items, we will process your refund to the original payment method within 14 calendar days of receiving the goods. You will be notified by email once the refund is issued.

Defective or Damaged Products

If your product arrived damaged or defective, we cover return shipping costs and will offer a full refund or replacement at your choice.

Transition Guarantee

If your dog doesn't accept the food within the first 10 days, contact us at info@kibbz.ro and we'll help with the transition or find a suitable alternative.

Contact

Email: info@kibbz.ro Response time: within 24 hours

This policy does not affect any statutory rights you may have under applicable law.