Refund Policy
KeenTail Refund Policy
Your satisfaction is our priority. Due to the hygienic nature of dog supplies, we kindly ask you to review your order carefully before purchasing. Please read our policy below.
1. Eligibility Criteria for Returns
Condition of Returned Items
- All returned items must be in new, unused, and resalable condition, with original tags and packaging intact.
- For hygiene reasons, especially for bandanas, clothing, harnesses, collars, and leashes, items must be completely free of pet hair, odors, stains, or any other signs of use. We cannot accept returns of items that show any indication of having been worn or used by a pet.
- Items damaged by a pet (e.g., chewing, scratching, excessive wear beyond normal intended use) are generally not eligible for return, refund, or warranty replacement. This excludes manufacturing defects present upon arrival.
Proof of Purchase
- All return requests must be accompanied by valid proof of purchase, such as your order number, original receipt, or order confirmation email.
2. Return Timeframe
- You have 30 days from the date of delivery to initiate a return for a full refund to your original payment method.
- For exchanges or store credit, you have an extended window of 60 days from the date of delivery.
3. Accepted Reasons for Returns
Defective or Damaged Products
- If your item arrives damaged or is found to be defective upon receipt, we will offer a replacement or a full refund. Please contact us immediately upon discovery of the defect or damage.
Incorrect Items Received
- If you receive an item that does not match your order, we will facilitate a full refund or exchange at our expense.
Customer Dissatisfaction (e.g., Sizing, Fit, Preference)
- For non-defective items, we accept returns due to incorrect sizing, poor fit, or general customer preference within the specified return timeframe.
4. Available Refund Options
- Refund to Original Payment Method: The full purchase price will be credited back to the original payment method used for the purchase.
- Store Credit: You can opt for store credit, which will be issued as a digital gift card or credit to your KeenTail account, usable for future purchases.
- Exchange: You can exchange the item for a different size, color, or a completely different product of equal value.
We encourage exchanges or store credit as they help you find the perfect product while retaining value within KeenTail. We offer incentives for these options (see Section 5).
5. Return Shipping and Associated Costs
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Free Return Shipping: KeenTail will cover the cost of return shipping for:
- All exchanges.
- Returns for store credit.
- Items that are defective, damaged upon arrival, or incorrect.
- Customer Responsibility: For full refunds requested due to customer preference (i.e., for non-defective items), the customer may bear the return shipping cost, or it may be deducted from the refund amount. This will be clearly communicated during the return initiation process.
- Restocking Fees: KeenTail does not charge restocking fees for items returned in new, unused, and resalable condition.
6. Refund Processing Timeline
- Once your returned item is received and inspected, we will process your refund within 3-7 business days.
- Please note that it may take an additional 5-10 business days for your bank or credit card company to process and post the refund to your account. This timeframe is beyond KeenTail's direct control.
- You will receive an email notification once your refund has been processed.
7. Non-Returnable Items
The following items are generally non-returnable:
- Items explicitly marked as "Final Sale" or "Clearance."
- Personalized or customized items (unless they arrive damaged or defective).
- Items that show signs of pet-induced damage (e.g., chewing, excessive wear not due to manufacturing defect).
- Items that are not in new, unused, and resalable condition, or are missing original tags/packaging, or are not free of pet hair/odors.
8. How to Initiate a Return: Your Step-by-Step Guide
- Initiate Your Return via Email: To start a return, please email our Customer Service team at support@keentail.com. This allows us to best assist you, especially for cross-border shipping considerations.
- Provide Proof of Purchase: In your email, please include your order number or other proof of purchase.
- Receive Return Instructions: Once your return request is reviewed, you will receive detailed instructions, including a Return Merchandise Authorization (RMA) number and a prepaid shipping label (if applicable). We will also discuss any specific requirements for cross-border returns.
- Package Your Items Securely: Carefully package the item(s) in their original packaging, including all tags and accessories. Ensure the package is securely sealed to prevent damage during transit.
- Ship Your Return: Attach the provided shipping label to your package and drop it off at the designated carrier location (e.g., FedEx, UPS, USPS). For higher-value items, we recommend using a trackable shipping service or purchasing shipping insurance.
- Track Your Refund: We will notify you via email once your return has been received and inspected. You will receive another email once your refund or exchange has been processed.
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