Refund policy

You may return or exchange most new, unopened items within 30 days of delivery for a full refund minus the cost of postage. We'll also pay the return shipping costs if the return or exchange is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

When exchanging an item, you will also need to pay the shipping costs to have the items returned to you.

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

With all returns and exchanges, there are some conditions to our returns and exchange procedures and in some cases there are products where we cannot process a return.

All items must be returned to K9 Pro in the condition you received them in. All items sent back to K9 Pro must not be used and be in their original condition and packaging. This refers to all marketing packaging and labels (the post bags and bubble wrap do not need to be returned).

If a product returns to us dirty, showing use or has been packed incorrectly in the return and therefore has been damaged, the return or exchange will not be available and to have the products returned back to you will be at your cost.

Food Products: These cannot be returned once opened. Prime food products cannot be returned once you have purchased the product. Any returns of food products or supplements must be unopened and all seals in place

Whistles: These cannot be returned once purchased.

Grooming Products: Any return of grooming products or supplements must be unopened and all seals in place, they cannot show any use.

Healthcare, Dog Wear and First Aid Supplements and Products: These cannot be returned once opened. Any returns must be unopened/ unused and all seals in place

Nosework Oils: These cannot be returned once purchased.

Muzzles: These must come back in it's original condition and sanitised before being returned to us. Baskerville muzzles must come back in the box.

Crates, Car Crates and Dog Runs: All crates must be returned in their cardboard packaging. If this has been damaged in opening, you will need to safely pack the order for return.

Custom or Special Orders: There is no return or exchange on these items unless there is a fault in the product. The item not fitting you or the dog, is not a fault.

Handler Wear: Products must come back with tags still attached.

Clearance Items: There is no return on these items unless they have an unidentified fault that was not noted in the discription.