Refund Policy

Our Commitment

Form K9 stands behind every product we sell. We believe that if you are not completely satisfied with a purchase, we should make it right. Our refund policy is designed to be straightforward, fair, and to protect both you as the customer and us as the manufacturer. Please read this policy carefully before making a purchase.

We offer a 30-day return window from the date of confirmed delivery. To be eligible for a return, your item must be in its original, unused condition. Items that show signs of use, modification, damage caused by the customer, or missing components may be subject to a restocking fee of up to 20% of the purchase price.

Eligibility for Returns

To qualify for a full refund, your return must meet the following conditions:

• The item must be returned within 30 calendar days of the delivery date shown on your tracking record.
• The item must be in original, unused, unmodified condition with all original hardware, accessories and documentation included.
• A valid order number must be provided with the return.
• The return must be authorized by our support team before the item is shipped back — unauthorized returns may not be accepted.

Non-Returnable Items

The following categories of products are not eligible for return or refund under any circumstances except in the case of a manufacturing defect:

• Custom or special-order products built to customer specifications.
• Items that have been engraved, personalized or otherwise permanently modified.
• Products that have been used, soiled, or show evidence of contact with animals beyond brief unboxing.
• Replacement parts and consumable items such as tray liners and turf pads.
• Digital products and downloadable training guides.

Defective or Damaged Products

If your product arrives damaged or develops a manufacturing defect within 12 months of purchase, we will replace it at no cost to you. To initiate a warranty claim, please photograph the defect and email the photos along with your order number to support@formk9.com within 48 hours of noticing the defect. We will assess the claim within 2 business days and arrange a replacement shipment if the claim is approved. Warranty coverage does not extend to damage caused by improper use, accidents, or modifications.

Refund Process and Timeline

Once we receive and inspect your returned item, we will notify you by email of the status of your refund. If approved, your refund will be processed and credited to the original payment method within 5 to 7 business days. Please note that your bank or credit card company may take an additional 3 to 10 business days to post the credit to your account. If you have not received a refund after 14 business days from our approval email, please contact your financial institution before contacting us.

Exchanges

We process exchanges as a return-and-reorder. If you need a different size or configuration of the same product, return the original item following the standard return process and place a new order for the correct item. This ensures you receive your replacement as quickly as possible without waiting for the return to be fully processed.

Contact Our Support Team

To start a return or ask questions about your order, email our team at support@formk9.com with your order number and a brief description of your request. Our average response time is under 4 business hours during Monday through Friday, 9 AM to 5 PM Central Time.