Returns & Refund Policy

We want you to be happy with what you bought. This page sets out plainly what can and cannot be returned, and why.

Food, treats and consumables cannot be returned

Pet food, treats, biscuits, supplements and cat litter are not returnable or refundable once they have left our warehouse. This is a food safety requirement under Kuwait health regulations governing the sale of foodstuffs — once a consumable item has left our controlled storage we cannot verify how it has been kept, and we are not permitted to return it to saleable stock.

This applies whether or not the packaging has been opened. Please order food in a size you are confident about, and message us first if you are unsure — we would far rather help you pick the right product than have you stuck with the wrong one.

Non-food items: 14 days

Collars, harnesses, leashes, bowls, toys, grooming tools, beds, apparel and other non-consumable products may be returned within 14 days of delivery, provided they are:

• unused and in the same condition you received them,
• in their original packaging with any tags still attached, and
• accompanied by your order number.

Items that have been used, washed, worn by a pet or damaged in your care cannot be accepted. For hygiene reasons, grooming shampoos and perfumes cannot be returned once opened.

Damaged, expired or incorrect items — always covered

If any item arrives damaged, past or near its expiry date, or is simply not what you ordered, this applies to food as well. Tell us within 48 hours of delivery and send a photo. We will replace the item or refund it in full, including the delivery charge, and we will arrange collection at our cost. You will not be asked to pay to return something that was our mistake.

How to start a return

Message us on WhatsApp at +965 5540 0032 or email Info@closetholding.com with your order number and, where relevant, a photo. Please do not send anything back before speaking to us — we need to log the return so it does not go astray.

Refunds

Approved refunds are issued to the original payment method within 7 to 14 working days of us receiving the item back and checking its condition. Your bank may take a few days more to show it.

The 1.500 KWD delivery charge is refunded only where the return is our error — a damaged, expired, incorrect or undelivered item. On change-of-mind returns the delivery charge is not refunded, and the cost of returning the item to us is yours.

Cancelling an order

If your order has not yet been dispatched, we can cancel it and refund you in full. Because we dispatch quickly, message us as soon as possible. Once an order is with the driver it has to be handled as a return under the terms above.