Refund policy

Last updated: 2026-06-12

1. General information

Due to the nature of our products, all sales of freeze-dried meals and other food items are final.

We do not accept returns or offer refunds unless the product is defective, damaged, or does not meet legal quality standards upon delivery.

This policy complies with applicable EU consumer protection laws.

2. Eligible cases for refund or replacement

You may be eligible for a refund or replacement if:

• The product arrives damaged;
• The product has an expired use-by date at the time of delivery;
• You receive an incorrect item;
• Your order is incomplete.

In such cases, we may offer a replacement, refund, or other appropriate solution.

3. Non-eligible cases

Refunds and returns are not available in the following cases:

• Opened or partially consumed products;
• Products with broken seals after delivery;
• Change of mind;
• Incorrect orders placed by the customer;
• Personal preference after purchase.

4. How to request a refund or replacement

If your order qualifies, please contact us within 14 days of delivery at hi@thekikilab.com.

Please include your order number, a short description of the issue, and photos of the product.

We aim to respond within 3 business days.

Approved refunds will be processed to your original payment method within 14 days of approval.

5. Legal notice

The right of withdrawal does not apply to sealed food products that have been unsealed after delivery, due to health protection and hygiene reasons, in accordance with Directive 2011/83/EU, Article 16(e).

6. Seller information

The Kiki Lab
Justina Valytė (Individual activity certificate No. 1523686)
Smolensko g. 10-95, Vilnius, LT-03201, Lithuania
hi@thekikilab.com