Refund Policy

Read about return and cancellation conditions, delivery times, and complaint instructions at Kisu-Misu Market.

1. Right of withdrawal and returns
Due to the nature of the products (pet food), the right of return is limited for hygiene and safety reasons.

1.1 Limitation of right of withdrawal
In accordance with the Consumer Protection Act, the right of withdrawal does not apply to products:

that have been opened after delivery
that cannot be returned for hygiene or health reasons

Opened food products have no right of return or refund.

1.2 Conditions for return
A return is only accepted if:

the product is unopened, unused, and in its original condition
the product is resellable
the return is made within 14 days of receipt

We reserve the right to refuse a return if the conditions are not met.

1.3 Ordering the wrong product
If the customer has ordered the wrong product:

return or exchange is only possible for unopened products
the customer is responsible for all return and delivery costs

1.4 Pallet orders
For pallet orders:

one (1) package may be opened for product testing
other packages must be unopened, intact, and resellable
if multiple packages have been opened or the products are not in their original condition, no refund will be issued

2. Refunds
A refund will only be processed once the returned product has been received and inspected.

The refund will be paid to the original payment method within 14 days of an approved return at the latest.

Shipping costs are not refunded unless it is a case of incorrect delivery.

3. Defective or damaged products
If a product is defective, damaged, or incorrect:

the customer must notify us without delay, however, no later than 7 days from receipt
we reserve the right to primarily deliver a replacement product

4. Best before dates and expired products
We occasionally sell products with approaching best-before dates at a reduced price. The customer accepts the shorter date in such cases.

If a customer is delivered a product whose best-before date has already expired at the time of delivery:

the customer has the right to receive a new equivalent product free of charge
the customer must provide reliable proof (e.g., a photograph) showing the date
we reserve the right to review the situation on a case-by-case basis before granting compensation

5. Limitation of liability
We are not responsible for indirect or consequential damages.

We reserve the right to refuse a return or refund if: