Refund policy

 

Because Koigenix is a consumable pet food, we're unable to accept returns or exchanges once an order has shipped. This protects the safety and quality of every product we sell — food that has left our facility can't be resold.

Damaged, defective, or incorrect orders
We stand behind every bag. If your order arrives damaged or defective, or you received the wrong item, we'll make it right with a replacement or a full refund. Contact us within 7 days of delivery with:
- Your order number
- A photo of the item and the issue (e.g., damaged packaging or pellets)
Reach us through our Contact page and we'll take care of it quickly.

Refunds
Approved refunds are returned to your original payment method within 5–10 business days. We'll email you once it's processed.

Order changes or cancellations
Need to change or cancel? Contact us as soon as possible — we can usually help if the order hasn't shipped yet.

Questions? Reach us any time through our Contact page.