Return and refund policy

Last updated: November 11, 2025

This Return & Refund Policy applies to all products purchased through kalivo.shop. We are committed to ensuring your satisfaction with every purchase.

1. Return Window We accept returns within 30 days of the delivery date. If 30 days have passed since your order was delivered, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns To be eligible for a return, your item must meet the following criteria:

  • The item must be in the same condition that you received it: unused, free from any pet hair or marks, and in its original packaging.
  • You must provide a receipt or proof of purchase.

Non-returnable items: To ensure the health and safety of our customers and their pets, we cannot accept returns on certain items:

  • Used sanitary goods: Any ceramic bowl that has been used for food or water or has been in direct contact with a pet cannot be returned due to hygiene reasons.
  • Gift cards.
  • Personalized items (if applicable).

Items sent back to us without first requesting a return will not be accepted.

3. Return Process To start a return, you can contact us at support@kalivo.shop or call us at +1 505-441-5576.

  • Step 1: Contact our support team with your order number, a photo of the product (if damaged), and the reason for the return.
  • Step 2: If your return is accepted, we will send you instructions on how and where to send your package. Please note: We do not provide a pre-paid return label for non-defective returns.
  • Step 3: Pack the items securely to prevent breakage during transit (as ceramics are fragile) and ship them to the provided address.

4. Return Shipping Fee

  • Defective/Damaged Products: If the product is incorrect, damaged by the carrier, or defective, we will cover the return shipping cost (or issue a refund without requiring a return, dependent on the situation).
  • Customer Remorse: If you purchased the wrong product, it doesn't fit, or you no longer want the item, the customer is responsible for the actual cost of return shipping.
  • Restocking Fee: We do not charge a restocking fee on returns.

5. Return Address Please do not send your purchase back to the manufacturer without contacting us first. Returns should be sent to our facility at:

20921 44TH AVE W APT A313 LYNNWOOD, WA 98036-7761 USA

(Note: As you are shipping from New Zealand, we recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.)

6. Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, 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.

7. Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

8. Contact Us If you have any questions about our Returns and Refunds Policy, please contact us:

  • Email: support@kalivo.shop
  • Phone: +1 505-441-5576
  • Address: 20921 44TH AVE W APT A313, LYNNWOOD, WA 98036-7761, USA