Refund Policy

Start It in Order Help

1. Open Order Help
   Enter your order number and the email you used at checkout
2. Choose "Start a return"
   Pick the item and tell us why you're returning it (helps us improve!)
3. Get the return address and your RMA
   Order Help shows them on screen and emails you a confirmation
4. Ship your item back
   Use a trackable shipping method and add the tracking number in Order Help

What to Include in Your Return

• The item(s) being returned
• Original packaging (if possible)
• Note with your order number and email

When You Can Get a Refund

You're eligible for a full refund if:

Return Requirements

To qualify for a refund, items must:

• ✅ Be returned within 60 days of delivery
• ✅ Be in like-new condition (unused, unworn)
• ✅ Have tags attached when applicable
• ✅ Include proof of purchase (order number)

Full Refund Includes

• ✅ Product price - 100% of what you paid for the item
• ✅ Original shipping (if item is defective or our error)

You Pay For

• 💳 Return shipping costs (unless item is defective or our mistake)
• 💳 Original shipping (if returning due to preference, not defect)

Partial Refunds

We may issue a partial refund if:

• Item is not in original condition
• Item is damaged or missing parts (not our fault)
• Item returned more than 60 days after delivery

We'll always contact you before issuing a partial refund to discuss options!

• 🚫 No duplicate refunds: If your bank has already credited you via a dispute/chargeback, a second refund cannot be issued.
• ↩️ Original payment method only: Refunds are sent back to the same payment method used at checkout.

Timeline Breakdown

After your return arrives, we refund your original payment method. Refunds usually show within 1–3 business days, and some banks take up to 10.

Refund Method

Refunds are issued to your original payment method.

Once issued, a refund usually shows within 1–3 business days, and some banks take up to 10.

We cannot issue refunds to a different payment method than the original purchase.

If a Bank Dispute/Chargeback Is Open

• During the dispute: Funds are typically withdrawn from our payouts and held by the processor pending your bank’s investigation. While the dispute is open, we are not permitted to issue a refund on the same transaction to avoid duplicate payments or conflicts with the bank’s process.
• After resolution: If your bank resolves the dispute in Team K9’s favor and returns funds to us, we will complete any approved refund within 30 days after funds are released back to Team K9.
• If resolved in the cardholder’s favor: Your bank’s credit to you is considered the final resolution; a second/duplicate refund cannot be issued.
• Bank posting times: Once a refund is issued (or your bank posts a credit), please allow 5–10 business days for your bank/card issuer to show funds on your statement.

Consider an Exchange First

Wrong size? Wrong color? Exchanges are often faster than refunds!

Exchange Benefits

• ⚡ Once confirmed in Order Help, the new size goes out without waiting for the original
• 💰 FREE: For same-price harness size swaps completed in Order Help, there's no need to return the original
• 🎯 Easier: One step vs refund + new order

Want a swap instead? Choose "Swap a size" in Order Help.

Important: Contact Us First

Filing a bank dispute or chargeback is not the appropriate first step to resolve an order issue. It immediately removes the matter from our support team’s control and places it into the card-issuer’s dispute process (arbitration) which follows its own timelines. This can delay or prevent a timely refund and harms our small business. We resolve most issues in 1–2 messages — please email support@teamk9.com first.

What Happens When a Dispute Is Opened

When a dispute/chargeback is opened, the card network and your bank take control of the case. The disputed funds are immediately withdrawn from our payouts and placed on hold by the payment processor pending the bank’s investigation. During this period, we are contractually and legally unable to issue a refund on the same transaction to avoid duplicate payments or conflicts with the bank process.

After the Bank’s Decision

• Funds returned to Team K9: If the bank resolves the dispute in our favor and funds are released back to us, we will complete any approved refund within 30 days after funds are returned to Team K9.
• Funds returned to the cardholder: If the bank resolves the dispute in your favor, the bank’s credit is the final resolution. We cannot issue a duplicate refund.

Refund Destination & Posting Times

All refunds (when applicable) are sent to the original payment method. Once issued, your bank/card issuer controls posting times. Please allow 5–10 business days for the credit to appear on your statement.

Haven't Received Your Refund?

First, check these things:

1. Check your bank account again - Sometimes it takes extra time for banks to post refunds
2. Contact your bank/card company - There may be processing delays on their end
3. Check your email - We send confirmation when refunds are issued

Still Don't See It?

If it's been more than 15 business days since you returned your item:

• You can message our team
• Include your order number and return tracking
• Our team will review it and reply by email

Defective Items

If your item is defective:

• ✅ We cover return shipping
• ✅ Full refund including original shipping
• ✅ OR free replacement (your choice)

Wrong Item Sent

If we sent the wrong item:

• ✅ Keep or donate the wrong item - no need to send it back
• ✅ We'll ship the correct item FREE
• ✅ OR full refund if you prefer

Lost Packages

If your package was lost in transit:

• Report it in Order Help
• We will work with the carrier to resolve it
• Full refund or replacement once confirmed lost