Did you receive a product from us, and it isn't as big, small, round or square as you thought it would be?
No worries! We don't want you to be stuck with something you don't need or want, just shoot us an email and we are happy to take it back and give you a 100% refund via store credit or money back in your hand, your choice!
That's right, no questions asked, no restocking fee!
Perhaps you are thinking about buying one of our awesome leather leashes, but you can't decide between the amazing Premium Leather or the ridiculously good "Soft Hide" Leather, no problem, buy both, touch and feel them when they arrive and send back the one you love the least!
It's that simple!
Please note we cannot accept returns nor will we be able to offer a refund or exchange for any food-based products, such as prime or any supplements as the manufacturers will not accept any opened/ used goods.
All items sent back must not be used and be in their original condition and packaging. This refers to all marketing packaging and labels - the post bags do not need to be returned, as we have to resell the product, so we need it back in the condition it was sent to you in.
If you do not send the item back with all branding labels attached and any associated branding packaging, a full refund may not be applicable.
Postage fees are not included in a refund or exchange of your order as we can't get Australia Post to share in our generosity.
You will need to post the item back at your expense also, if exchanging goods, you also need to cover postage costs for the change of product to be posted back to yourself also.
As always there are some conditions please see below.
Returns on Food Products
Please note we can only do refunds / exchanges on food products such as supplements if they are unopened and sealed. Unfortunately, if you have opened and used a product, we cannot accept this product back.
For Prime SPD Rolls we do not accept returns as this is a meat source.
Returns on Healthcare and Grooming Products
Please note once opened and used we cannot accept a return on these products unless there is some damage to the packaging or product, which you will be required to highlight with the team here at K9 Pro prior to use.
For Grooming products we are also unable to accept any returns unless you believe their is a genuine fault in the product, as once used by your and your dog, they now are considered contaminated and we are unable to accept any returns or exchanges. Change of mind or does not meet your expectation is not covered in these cases.
Please note for clearance items we can exchange for size difference, but these items are not eligible for refund.
Where we have ordered in a custom product for you, we can only refund if product is faulty. As this was a custom order for you, there is no refund for change of mind, if the product did not meet your expectations or wrong sizing if we cannot exchange.
Clothing/ Handler Wear
For clothing & handler wear returns, all labels must be still attached, and clothing must not show any signs of wear, otherwise a return or exchange will not be accepted.
Please note there is no return or exchange on any of the Variocage products unless there is a fault in the design. There is no return or exchange for wrong size or change of mind.
If a product has arrived damaged or is faulty, we will exchange and refund at our expense. For change of mind, if the product did not meet your expectations or incorrect size selection we will refund minus the cost of postage.
For exchange the cost of postage is to be covered by the customer to send to us and for us to send back to you.
(overseas orders only)
We are happy to assist where we can if a customs issue arises for any products that we ship overseas.
However, if customs seize any goods for any reason, we do not offer refund in this case. If customs deem it appropriate to return the goods to us and goods arrive in unopened condition, we will refund to the customer.
Shipping Conditions for Warranty Replacements
For warranty replacements, outside 30 days of purchase each supplier has their own conditions on replacement. In a lot of cases we do need the faulty products returned to us to arrange a replacement or to verify damage or fault, if this is or is not the case we will discuss with you as part of the process.
We will certainly work with you to resolve the issue, please note that for all warranty replacements outside of 30 days of receiving product we require the customer to cover the return & resend of postage. Inside 30 days K9 Pro will work with you on postage costs.
*Conditions apply, outside of certain time periods (30days) or multiple exchanges only store credit will be available.
Please note this does not include Prime SPD Rolls, any of our supplement range or any other product considered a food source, such as supplements if it has been opened.