Refund policy

REFUND POLICY

Last updated: June 29, 2026

Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unopened, unused, and in its original sealed packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at support@thek99.com. Once your return request is approved, we will provide you with the exact return shipping address for our designated fulfillment center, along with detailed shipping instructions. Items sent back to us without first requesting a return will not be accepted. Please do not send returns to our registered office address, as that location does not process merchandise returns.

Return Shipping Costs: For returns due to our error (defective, damaged, or incorrect items), we will cover all return shipping costs. For returns for any other reason (including change of mind), return shipping costs are the responsibility of the customer, and the cost of the return label will be deducted from your refund or charged separately. This does not affect your statutory rights — for EU/EEA and UK customers, please see the European Union 14-Day Cooling-Off Period section below.

For any return questions, you can always contact us at support@thek99.com.

Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right. For damaged or defective products, we may request photos of the damage to expedite the resolution.

Exceptions / Non-Returnable Items
The following items cannot be returned:

- Opened or used personal care goods (including opened pet wipes, opened grooming products, and any hygiene-related items where the original seal has been broken)
- Perishable goods
- Custom or personalized products
- Hazardous materials, flammable liquids, or gases
- Sale items and gift cards

If you are unsure whether your item qualifies for a return, please contact us at support@thek99.com before initiating a return request.

Exchanges
The fastest way to get the item you want is to return the item you have (once the return is accepted) and make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. As above, the item must be unopened, unused, and in its original sealed packaging. You will also need the receipt or proof of purchase. For hygiene-sealed products such as pet wipes, the right of withdrawal does not apply once the seal has been broken, in accordance with EU consumer protection law (Article 16(e) of Directive 2011/83/EU).

Return Shipping Costs (EU/EEA & UK): If you exercise your right of withdrawal, you are responsible for the direct cost of returning the goods, unless we have failed to inform you of this obligation prior to your purchase. We recommend using a trackable shipping service.

Model Withdrawal Form (EU/EEA & UK)
(Complete and return this form only if you wish to withdraw from the contract.)

To: MERA TRADING LLC (k99), support@thek99.com, 30 N Gould St Ste R, Sheridan, WY 82801, United States

I/We [*] hereby give notice that I/We [*] withdraw from my/our [*] contract of sale of the following goods [*] / for the provision of the following service [*]:

Ordered on [*] / received on [*]: __________________________

Name of consumer(s): __________________________

Address of consumer(s): __________________________

Signature of consumer(s) (only if this form is notified on paper): __________________________

Date: __________________________

[*] Delete as appropriate.

Refunds
We will notify you once we have received and inspected your return and let you know whether the refund was approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved and you have not yet received your refund, please contact us at support@thek99.com. Original shipping charges are non-refundable unless the return is due to our error (e.g., defective or incorrect item).