RETURNS POLICY

Returns and Exchanges are eligible for 30 Days From Purchase!

YES! We want You to love your FitK9 Experience!

We stand behind our products!

If for any reason you are not completely satisfied with your FitK9 ActiveGear products, we offer a full refund less shipping within 30 days of your purchase. To initiate the refund or exchange process, send us an email to support@fitk9.com.au, or just send us a message by clicking our Messenger chat feature HERE.

We take all the risk out of ordering by offering a 30 Day Satisfaction Guarantee. Our promise is to always do our best to take care of you. Our mission is100% SATISFACTION GUARANTEE!

We know that dogs come in all shapes and sizes, and getting the fitting perfect may sometimes requires returns and exchanges. We recommend that you refer to our measurement guidelines and watch our sizing videos "how to measure your FitK9 ActiveGear" to make sure you order the right fit size(s) selection of FitK9 ActiveGear to perfectly fit your dog before you place your order, or even use our product(s), please visit our Sizing Pageto learn more.

How do I exchange my FitK9 ActiveGear if I have ordered the wrong size?

Step 1

Customer Receives FitK9 ActiveGear Ordered Online

Step 2

Customer fits their dog with RECEIVED ActiveGear size(s)

Step 3

Customer returns ActiveGear for exchange or refund

Step 4

Warehouse receives Customer returned

ActiveGear product

Step 5

Warehouse inspects Customer returned

ActiveGear product

Step 6

Refund issued for approved returned product less Shipping

Step 7

Customer re-orders ActiveGear correct size to fit their FitK9

Step 8

Customer receives re-ordered ActiveGear product

"The items returned must not have been used, altered, washed, or damaged, and must include original packaging."

Read this before YOU use your FitK9 ActiveGear!

We want to make absolutely sure that you have ordered FitK9 ActiveGear that is the "perfect fit" for your dog , so you and your dog can start using your FitK9 ActiveGear as soon as possible!

Having a correct fit is crucial to the performance and your dog's comfort whilst using FitK9 ActiveGear product(s).

So before you order online or even before you start using your NEW FitK9 ActiveGear... please refer to our measuring guidelines and our online video's "how to measure and fit your FitK9ActiveGear"... see our Sizing Page for our sizing and measurement guidelines and "how to" videos.

When you receive your FitK9 delivered to your door, we fully understand that you will be excited and eager to use it right away.

But, we recommend before you venture outdoors, that you carefully adjust and fit your new FitK9 ActiveGear to your dog whilst indoors. We also recommend that you keep all the packaging intact. These recommendations are made just in case... you are not 100% SATISFIED with the size fitting you have ordered.

We want you to be 100% SATISFIED with the fitting you have ordered and received, before you permanently keep your FitK9 ActiveGear. After all... we give you up to 30 days with our 30 Day Satisfaction Guarantee from purchase to return and exchange your FitK9 ActiveGear.

At FitK9 all exchanges are processed as new orders. To begin an exchange, follow the return process for your order as detailed below.

Our process allows that once you have returned your FitK9 ActiveGear, you can place a new order for the replacement size you require.

By immediately placing a new order ensures that you will get the new product size variant quickly, and minimise the risk that your product size(s) won’t go out of stock while you wait. However, to be eligible for a full refund or exchange, you must ensure that you return products item(s) in the same NEW unused condition that you received them, and in a clean and free of dog hair and dirt state, to ensure the product item(s) are re-salable on return with all the packaging intact.

Before returning the product for a refund, please be aware of our Returns Policy requiements:

  • Ensure that any returned product item(s) are free from dirt and dog hair. Product that is dirty or contaminated with dog hair will not be eligible for exchange or a refund. Ensure the returned product item(s) have not been used, altered, washed or damaged.

  • Ensure that the product packaging remains intact on the product.

  • Ensure that the product item(s) were purchased within the last 30 days.

  • We recommend selecting a shipping method that includes a tracking number, and that you take out insurance on the return shipping.

  • After dispatching the return shipping, ensure that you send us an email with the tracking number and shipping details

  • Ensure that you send all email communication relating to refunds or exchange to support@fitk9.com.au.

  • Return Shipping Costs are strictly the responsibility of the Customer.

  • Ensure that you return ship product item(s) to; FitK9, PO Box 1074, Glenelg South, SA 5045, Australia.

  • Ensure that you include a brief explanation of the reason for your return, including a copy of the Invoice or provide a copy of the Invoice Number.

  • An email notification will be sent to you upon a refund credit being approved. All refund credit minus the shipping cost, will be credited to your credit card (credit card used for the purchase).

  • Please allow up to 2 billing cycles for the credit to appear on your credit card statement. Please also note that shipping charges are not refundable for returns.

  • To make an exchange, please follow the above return process, and then place a new order online at the FitK9.com.au store page for the product item(s) you would like to select.

  • Exchanges are handled as separate transactions, as new orders.

  • Shipping charges apply to all new orders.

  • Your return will be credited to your credit card and your new order will be charged to your credit card. Any refunds will exclude the cost of shipping.

How Long Does It Take To Receive My Refund?

Once we have received your returned product(s), we will inspect your item(s) at the Warehouse and then we will initiate a refund once the returned product has been inspected and approved. Our mission is to process your return within three to five business days of receipt. Given shipping and processing time, the return process can take up to two to three weeks.

Final credit to your account depends on the policies of the bank or institution of your original payment method.

We will notify you via email when your return has been processed.