✅ General Terms
We want you to be completely satisfied with your purchase. Our return policies differ slightly for toys and supplements due to the nature of each product.
🧸 Dog Toys – 30-Day Return Policy
You may return your toy within 30 days of receiving it if:
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It is unused, not chewed, and in resellable condition
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It includes the original packaging and proof of purchase
🔁 Not what you expected?
Our toys are designed for durability and performance. However, if you feel the toy underperformed or wasn’t what you expected, we’re happy to offer a one-time exchange or refund, provided that:
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The toy is unused or in gently used condition
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It has not been chewed, ripped, or misused
(Please note: our toys are not chew toys unless specifically stated)
To request a return or exchange:
Please email us at support@eqk9store.com with the following:
❗ Important Notes
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We do not accept returns for toys that have been chewed or damaged by misuse
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Customers are responsible for return shipping costs
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Once the item is received and inspected, a refund will be issued minus a £3 shipping fee
🍃 Supplements – 60-Day Money-Back Guarantee
We offer a 60-day satisfaction guarantee because we believe in real, natural results.
If after using the supplement daily for 60 days, you’re not happy with the results, we’ll issue a refund — even if the tub is empty (1 tub per household).
Conditions:
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Applies to 1 opened tub per household
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Must be used daily for a minimum of 6 weeks (based on your dog’s weight)
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Refunds will be processed minus £4 shipping
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Customer must cover return postage
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Proof of purchase is required
If you purchased multiple tubs:
We do not offer refunds if:
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Your dog refuses the taste or smell. Our supplements are chewable, but if your dog is picky, they can be crushed and mixed or hidden into food — this does not reduce their effectiveness.
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You did not check the full ingredient list (provided on the website and product label) and later found your dog is allergic or intolerant.
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You contact us after the 60-day window has passed.
🚚 How to Start a Return
Email us at support@eqk9store.com with:
We’ll reply with return instructions. Returns must be pre-approved. Items sent without approval will not be accepted.
💳 Refunds
Once we receive and inspect your return, we’ll confirm approval and issue your refund to your original payment method. Refunds typically appear within 5–10 business days, depending on your bank.
