We stand behind every product we make — because we made it ourselves. If something isn’t right, we’ll make it right. Please review the policy below before starting a return.

• 14-day return window from the date of delivery

• Contact us first at [email protected] — we’ll guide you through the process

• Unopened, unused items in original packaging are eligible for a refund

• For hygiene and food-safety reasons, opened treats and food products cannot be returned — but if anything is wrong with them, we’ll still take care of you

You may request a return within 14 days of delivery. Requests made after 14 days cannot be accepted, except where required by law.

To be eligible for a return, items must be:

Unused and in the same condition you received them
In the original packaging, with all tags, seals, and accessories included
Accompanied by your order number or proof of purchase

For the safety of cats and their owners, the following cannot be returned or exchanged:

• Freeze-dried treats and any food products that have been opened or had their seal broken (food-safety and hygiene regulations)
• Items damaged through misuse or normal wear
• Gift cards and final-sale items (marked at purchase)

If an opened food product has a quality issue — unusual odor, discoloration, foreign matter, or damaged inner seal — this policy does not apply. Contact us with photos and your lot number, and we will replace or refund it promptly.

If your order arrives damaged, defective, or incorrect, email us at [email protected] within 14 days of delivery with:

• Your order number
• A photo of the item and the shipping box

We will send a replacement or issue a full refund — including shipping. You will not pay return shipping for our mistakes.

Email [email protected] with your order number and reason for return. Please do not ship items back without contacting us first — unauthorized returns cannot be processed.

We will confirm eligibility and send you the return address and instructions within 1 business day (Mon–Fri, 9AM–6PM KST).

Ship the item back using a trackable service. Except for damaged, defective, or incorrect orders, return shipping costs are the customer’s responsibility.

Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method within 5–7 business days. Depending on your bank or card issuer, it may take an additional few days for the refund to appear on your statement. Original shipping fees are non-refundable unless the return is due to our error.

Haven’t received your refund after 7 business days? Check with your bank or card issuer first — processing times vary. Still missing? Email us at [email protected] and we’ll track it down.

The fastest way to get a different item is to return the original for a refund and place a new order. For damaged or defective items, we will ship a replacement directly at no cost.

Need to change or cancel an order? Email us as soon as possible at [email protected]. We can modify or cancel orders that have not yet shipped. Once an order has shipped, it falls under this return policy.

Products purchased through Amazon (US/Canada/Japan) or Rakuten (Japan) are covered by the return policies of those marketplaces. Please initiate returns directly through the marketplace where you purchased. Questions? We’re still happy to help at [email protected].

This policy does not limit any rights you may have under applicable consumer protection laws.

UKIUKI 
1731, Deogyeong-daero, Yeongtong-gu, Suwon-si, Gyeonggi-do, Republic of Korea
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 6:00 PM (KST) · We aim to respond within 1 business day.