Refund policy

At KAIDUO LTD, we want you to be fully satisfied with your purchase. Please read our return and refund policy carefully before placing an order.

1. Company Information

Company Name: KAIDUO LTD
Address: Office 6684, 321-323 High Road, Chadwell Heath, Essex, United Kingdom, RM6 6AX
Phone: +44 7456 32317
Email: info@kaiduopup.com

2. Return Eligibility

Due to the nature of our products (leather apparel, harnesses, hoods, and intimate wear), returns are accepted only under specific conditions.

You may request a return if:

  • The item is unused, unworn, and unwashed
  • The item is in original condition and packaging
  • The return request is made within 14 days of delivery
  • The product has no signs of wear, damage, odor, or alteration

For hygiene and safety reasons, certain items may be non-returnable (see Section 3).

3. Non-Returnable Items

The following items cannot be returned or refunded unless defective or incorrect:

  • Leather Puppy Hoods
  • Leather Jockstraps
  • Leather Mini Shorts
  • Harness Sets worn against the body
  • Custom-made or personalized products
  • Clearance or sale items

These restrictions are applied for hygiene and health protection.

4. Damaged, Defective, or Incorrect Items

If you receive a damaged item, defective product, or wrong item, please contact us within 48 hours of delivery via email.

Include:

  • Order number
  • Clear photos of the product and packaging
  • Description of the issue

We will arrange a replacement or refund after verification.

5. Return Process

To request a return:

  1. Email us with your order number.
  2. Wait for return authorization instructions.
  3. Ship the item to the provided return address.

Returns sent without approval may not be accepted.

6. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is defective or incorrect.
  • Original shipping fees are non-refundable.
  • We recommend using a tracked shipping service, as we are not responsible for lost return parcels.

7. Refunds

Once your return is received and inspected:

  • Refunds are processed within 5–10 business days
  • Refunds are issued to the original payment method
  • Processing times may vary depending on your bank or payment provider

If the returned item does not meet eligibility requirements, the refund may be refused.

8. Exchanges

We currently offer exchanges only for:

  • Size issues (if stock is available)
  • Defective or damaged products

Contact us before sending any item back.

9. Order Cancellation

Orders can be cancelled within 12 hours of purchase if they have not yet been processed or shipped. After shipment, orders cannot be cancelled and must follow the return process.

10. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again.
  2. Contact your payment provider.
  3. Allow additional processing time.

If the issue persists, please contact our support team.

11. Contact Us

KAIDUO LTD
Email: info@kaiduopup.com
Phone: +44 7456 32317
Address: Office 6684, 321-323 High Road, Chadwell Heath, Essex, United Kingdom, RM6 6AX