Returns and refunds
Last updated: 14 October 2026
14 days to change your mind
You have 14 days from receipt of your order to exercise your right of withdrawal, without giving any reason and without any penalty. If your order is delivered in several parcels, this period starts from receipt of the last parcel.
1. Let us know
Before the end of this period, tell us about your decision by email at contact@kiveloshop.com or through our Contact page, giving your order number and the items concerned. You can use the withdrawal form at the bottom of this page, but you don't have to: a clear message is enough.
2. Send the item back
We reply within 2 business days with the return address and instructions. You then have 14 days to send the item back to us. Pack it carefully, in its original packaging if possible, and keep your proof of postage.
3. Return costs
Return shipping costs are paid by you, unless the item is defective, damaged on delivery or does not match your order. All our items can be returned by post. We recommend a tracked service.
4. Condition of the item
You may unpack and try the item as you would in a shop, to check that it suits your dog. However, if the item comes back dirty, damaged or incomplete because of use beyond this trial, we may deduct the corresponding loss of value from your refund.
Refund
We refund the full amount paid, including delivery, no later than 14 days after receiving your decision to withdraw. The refund is made to the payment method used for the order, at no cost to you. We may wait until we have received the item, or proof that it has been sent, before refunding you.
Changing size or model
We don't do direct exchanges. Return the item as described above and place a new order for the right size or model. If you are unsure about the size before buying, write to us: we will be happy to help.
Cancelling an order
You can cancel your order as long as it has not been shipped: contact us as soon as possible and we will refund you in full. If it has already shipped, simply follow the withdrawal procedure above.
Defective, damaged or wrong item
If your item arrives damaged, has a defect or does not match your order, contact us as soon as possible with your order number and a few photos. We will offer a replacement or a refund, and the return costs are then paid by us.
These steps do not replace your legal rights. You benefit from the legal guarantee of conformity for 2 years from delivery (articles L217-3 to L217-20 of the French Consumer Code) and from the guarantee against hidden defects (articles 1641 to 1649 of the French Civil Code).
Lost or missing parcel
If your parcel has not arrived by the end of the announced delivery time, contact us. We will open an investigation with the carrier, then send the item again or refund you.
Contact us
Kivelo, André Engel (sole trader), 47 rue Vivienne, 75002 Paris, France
E-mail : contact@kiveloshop.com
Withdrawal form
Complete and return this form only if you wish to withdraw from your order.
To Kivelo, André Engel, 47 rue Vivienne, 75002 Paris, France, contact@kiveloshop.com:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:(*) Delete as appropriate.