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Free & Easy Returns

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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 see our terms and conditions below:

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.

To be eligible for a full refund minus the cost of postage a return needs to be actioned within 30 days of the product being delivered.
We will still accept packages back after 30 days, but a store credit will be applied to your account.

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.

When returning a product for a return or exchange all postage costs are payable by the customer.

For exchanges you are also required to cover the return of cost of postage for the replacement item to come to you.

As always there are some conditions or exemptions to our policy, please see below.

 

Returns on Food Products, Treats and Supplements

Please note we can only do refunds / exchanges on food products such as supplements, Dong food treats such as pigs ears, KONG treats or Bully Sticks 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 Nosework Oils

Once a oil has been opened we cannot accept any refund on this as we cannot guarantee that the product has not been contaminated or tampered with.

 

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 there 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 (brushes, combs, clippers and products of the like). Change of mind or does not meet your expectation is not covered in these cases.

 

Clearance Items

Please note for clearance items we can exchange for size difference, but these items are not eligible for refund.

 

Custom Orders

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.

 

Variocage Products

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. This also includes delays of shippign timeframes, once your order is placed and we have processed this we are unable to recall any orders or process refunds. These products come under the same terms as custom / special orders & not in stock products.

Variocage will not refund any products once we have placed and paid for your order.

 

Overseas orders

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.

 

Customs Seizure

(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 for the same order only store credit will be available.

If a product has been used extensively or the product has been misused in some cases a warranty will not be able to be applied.