Refund policy

Refund and Exchange Policy

1. 30-Day Return Policy

We offer a 30-day return policy. You have 30 days from the date you receive your order to request a return.

Both opened and unopened products are eligible for return within the 30-day return period, subject to the conditions outlined below.

Return Eligibility

To be eligible for a return:

  • The return must be requested within 30 days of receiving the order.

  • The product may be opened or unopened.

  • The product and any included accessories, components, or packaging must be returned.

  • The product must not show signs of excessive use, intentional damage, alteration, or misuse.

  • A receipt, order number, or other proof of purchase is required.

To request a return, contact us at support@shopkangaroo.co. Please include your order number and the reason for your return.

Once your return request is approved, we will provide return instructions. Returns sent without first contacting our customer support team may not be accepted or properly associated with your order.

Unless the product arrived damaged, defective, or incorrect, customers are responsible for return shipping costs. We strongly recommend using a trackable shipping service and retaining your tracking information.

Return Address

Approved returns should be sent to:

Kangaroo Returns
539 W Commerce St #1856
Dallas, TX 75208
United States

Please do not send a return to this address until you have contacted us and received return approval and instructions.

Returned products must be shipped within 14 days after return instructions are provided. Returns must remain within the original 30-day return eligibility period unless otherwise approved by our support team.

We may request photographs or other information to verify the product’s condition, identify damage, or help us improve our products and customer experience.

2. Refunds

Once your return is delivered, we will inspect it and notify you whether your refund has been approved.

Approved refunds will be processed to the original payment method within 5 to 10 business days after the returned product has been received and inspected.

After the refund has been processed by us, it may take an additional 3 to 10 business days for the credit to appear on your card or account, depending on your bank, credit card issuer, or payment provider.

The total time required for a refund to appear may vary because financial institutions have their own processing timelines.

Original shipping charges and return shipping costs are non-refundable unless the product was damaged, defective, incorrect, or otherwise required by applicable law.

We reserve the right to deny a refund when:

  • The return request was submitted more than 30 days after delivery.

  • The returned product shows signs of intentional damage, alteration, excessive use, or misuse.

  • Required components or accessories are missing.

  • The product returned does not match the product originally purchased.

  • The return is suspected to be fraudulent or abusive.

Any decision to deny or reduce a refund will be based on the specific circumstances of the return and applicable law.

3. Opened or Used Products

Opened products are eligible for return within 30 days of receipt.

Reasonable use necessary to inspect or try the product will not automatically make it ineligible for a refund. However, products showing signs of excessive use, intentional damage, alteration, or use inconsistent with the product’s intended purpose may be denied a refund or may qualify for a reduced refund where permitted by law.

4. Damaged, Defective, or Incorrect Products

Please inspect your order after delivery and contact us as soon as possible if your product is damaged, defective, or incorrect.

Email support@shopkangaroo.co with:

  • Your order number

  • A description of the issue

  • Photographs or videos showing the damage, defect, or incorrect product, when applicable

We will review the issue and determine the appropriate resolution, which may include a replacement, exchange, or refund.

5. Exceptions and Non-Returnable Items

The following items are generally not eligible for return:

  • Gift cards

  • Products damaged through misuse, neglect, unauthorized alteration, or use contrary to the product instructions

  • Products marked as final sale, when clearly disclosed before purchase and where permitted by law

Sale-priced products are eligible for return unless they were clearly marked as final sale at the time of purchase.

Please contact us at support@shopkangaroo.co before purchasing if you have questions about whether a specific product is eligible for return.

6. Exchanges

To request an exchange, contact us at support@shopkangaroo.co within 30 days of receiving your order.

For the fastest exchange process, you may place a new order for the desired product and then email us with both your original order number and your new order number. Once the eligible original product is returned and approved, we will issue the applicable refund to your original payment method.

Any difference in price between the original product and the replacement product will be the customer’s responsibility.

7. Products Covered by a Warranty

Products covered by a separate warranty may qualify for a repair, replacement, store credit, or refund according to the warranty terms provided with the product or displayed on the applicable product page.

To submit a warranty claim:

  • Contact us at support@shopkangaroo.co.

  • Provide your order number or proof of purchase.

  • Describe the issue in detail.

  • Provide photographs or videos if requested.

  • Confirm that the product was used according to its intended purpose and instructions.

Warranty coverage does not apply to damage caused by misuse, neglect, accidents, unauthorized modifications, normal wear and tear, or failure to follow product instructions unless otherwise stated in the applicable warranty.

Warranty rights are separate from the 30-day return policy and any rights provided under applicable law.

8. Contact Information

For questions regarding returns, refunds, exchanges, damaged products, or warranty claims, contact us at:

Email: support@shopkangaroo.co
Return Address: 539 W Commerce St #1856, Dallas, TX 75208, United States

Store Number: 1-800-896-1503