REFUND POLICY
we always take customer shopping experience and pet use safety as the core principle, and provide standardized, fair and transparent return and after-sales guarantee services for all k9 ballistics® heavy-duty pet gear. we fully understand that our products belong to high-cost durable pet equipment, and every purchase carries the customer’s expectation of long-term use. therefore, we strictly control product quality and provide perfect after-sales protection to ensure that every customer can shop with confidence and use the product with peace of mind.
all products support return applications within 30 calendar days after the parcel is marked as delivered by logistics. this sufficient return cycle allows customers to fully test product performance, structural stability, wear resistance and size matching. all returned items must be kept unused, undamaged, unmodified and unwashed, with complete original packaging, brand tags, instruction manuals and supporting accessories. products with artificial damage, structural disassembly, surface scratches, private modification and missing accessories are not eligible for full refund return.
all return requests must be initiated through official customer service channels. customers need to provide order number, product information, detailed return reason and real product photos. after our team reviews and approves the application, we will issue an official return authorization number and detailed return guidelines. parcels returned without official authorization will be rejected by the warehouse and cannot be refunded. customers must communicate and confirm with customer service before returning goods.
for returns due to personal reasons such as inappropriate size, unsatisfied matching effect and personal preference, customers need to bear the return shipping cost independently. our free worldwide shipping only covers outbound delivery and does not include return freight. after the warehouse receives and inspects the returned goods and confirms that they meet the return standards, we will process the refund to the original payment method within 5 to 10 working days. the specific arrival time depends on the processing efficiency of the customer’s payment institution.
if the product has factory defects, structural damage, stitching problems, missing accessories or wrong delivery due to our production and packaging errors, we provide free after-sales solutions. customers can take clear photos of the defective product and packaging within 7 days after delivery and contact customer service. after verification, we will provide free replacement, full refund, partial refund or supplementary accessories according to the customer’s preference, and bear the corresponding return shipping costs.
product damage and failure caused by improper use, artificial impact, private disassembly and modification, improper maintenance and long-term wear are not within the return scope. heavy-duty dog beds, dog crates and armor gear need to be used and maintained in strict accordance with the official instructions. product damage caused by non-standard use shall be borne by the customer, and no refund and compensation will be provided.
all discounted products purchased during summer seasonal promotions enjoy the same return policy as regular products, and the refund amount is calculated according to the actual payment amount. we prohibit malicious return behaviors such as trial use return, frequent large-scale returns and fraudulent returns, and reserve the right to reject return applications of users with abnormal return records.
we reserve the right to adjust and optimize this refund and return policy according to business development and industry norms. the latest policy content published on the official website shall prevail, and the policy version effective on the order placement date shall govern the customer’s order after-sales rights and interests.