Refund policy

We want every customer to have a smooth and worry-free experience with K9Move. If anything isn’t right with your order, we’re here to help.
This policy outlines when returns qualify for free return shipping, and when return costs are the responsibility of the customer.

1. Free Return Shipping – Eligible Reasons

We cover the return shipping cost only for the situations below.
To process these cases, you must contact us with clear photos or videos showing the issue.

Return Reason Notes
DOA (Dead on Arrival) If the item arrives damaged or non-functional, you may reject it upon delivery or notify us immediately.
Wrong item sent Provide photos of the item, SKU/PN label, and shipping labels.
Item doesn’t match the description Provide photos showing the difference.
Quality issues Provide photos or videos clearly showing the problem.
Missing parts Provide photos or videos showing what’s missing.

Once verified, we will provide a suitable solution, which may include replacement parts, a replacement unit, or a full return.

2. Returns Not Eligible for Free Return Shipping

For the following reasons, return shipping costs and any restocking fees are the customer’s responsibility:

Return Reason Notes
Arrived too late We cannot offer free returns for delays caused by the carrier or factors outside our control.
Change of mind “Don’t want it,” “don’t need it,” “don’t like it,” etc.
Ordered by mistake Includes choosing the wrong model, size, or variant.
Price change Includes finding better pricing elsewhere.
Expectations not met Subjective dissatisfaction without product defect.
High shipping cost Not a valid free-return reason.
Missing manual or non-standard manual We can provide a digital manual upon request.
User error or misuse Damage caused by incorrect operation or installation is not covered.

3. How to Start a Return

Email us at support@k9move.com with:

  • Your order number

  • A description of the issue

  • Required photos or videos (based on the reason above)

Our support team will review your case and respond within 24–48 hours with next steps.

4. Refund Process

Once your return is received and inspected, we will notify you via email.
Approved refunds are processed within 5–10 business days back to your original payment method.

5. Order Cancellations

Orders can be cancelled within 12 hours if they have not yet been processed or shipped.
Once processing begins, cancellations are no longer possible.

6. Damaged Deliveries

If your item arrives damaged:

  1. Take photos of the box, shipping labels, and the product itself.

  2. Contact us within 48 hours of delivery.

We will provide a replacement, parts, or a return depending on the situation.