Refund policy
At HeatSafe K9, we want customers to feel confident when ordering. This policy applies to orders shipped within the United States only.
14-Day Return Window
We accept return requests within 14 days after your order has been delivered.
To be eligible for a return, the item must be:
- Unused
- In the same condition you received it
- In its original packaging
- Complete with all included parts, accessories, and instructions
- Accompanied by proof of purchase or your order number
How to Start a Return
To request a return, contact us at:
Please include your order number and the reason for your return.
If your return request is approved, we will send instructions on how and where to send the item.
Returns sent without prior approval may not be accepted.
Return Shipping Costs
For standard returns, the customer is responsible for return shipping costs unless the item is confirmed defective, damaged, or incorrect.
If the item is defective, damaged, or incorrect, we will help resolve the issue and return shipping costs will not be the customer’s responsibility when the issue is confirmed.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item arrives damaged, defective, or incorrect, contact us as soon as possible at:
Please include your order number and clear photos of the item, packaging, and the issue. We will review the case and work to make it right.
Non-Returnable Items
We may not accept returns if the item is:
- Used
- Damaged after delivery
- Missing parts or accessories
- Not in its original packaging
- Returned without prior approval
- Requested after the 14-day return window
Sale items are eligible for return under this policy.
Exchanges
We do not offer direct exchanges. If you want a different item, you may request a return under this policy and place a separate new order.
Refunds
After we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method within 10 days.
Please note that your bank or credit card provider may need additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, contact us at: