Every K9BracePro brace is made to order for one dog using customer-confirmed fitting information. Because each brace is individually produced, standard change-of-mind returns and cancellations do not apply once custom production has begun.

This policy applies to orders delivered to the United States, Canada, the United Kingdom and Australia. Nothing in this policy limits any mandatory consumer rights that apply in your delivery country.

Which policy applies?

Fit issue? See the 30-Day Fit Promise.

Manufacturing defect? See the 6-Month Warranty.

Cancellation or change of mind? The terms below apply.

Before custom production begins

After checkout, your Fit Coordinator guides the required standing photos and seven measurements. We review the fitting information and may ask you to repeat or confirm information that is incomplete or inconsistent.

You are responsible for providing complete and accurate information and confirming the final fit information before production begins.

Cancellations

If you need to cancel an order, contact us as soon as possible.

A cancellation can only be considered before the fitting information has been confirmed and custom production has begun.

Once custom production begins, the brace is being made specifically for your dog and the order can no longer be cancelled for change-of-mind reasons, except where required by applicable consumer law.

Fit concerns

If the brace does not appear to fit correctly, contact us within 30 days of carrier-confirmed delivery.

We will review clear fitted photos and, when helpful, a short walking video. Depending on the verified issue, the resolution may include:

• fitting or positioning guidance

• strap adjustment guidance

• replacement parts

• repair

• remake

Fit concerns are handled under the 30-Day Fit Promise rather than as a standard return.

Incorrect, damaged or defective items

If you receive an incorrect item, an item damaged in transit or a product with a suspected manufacturing defect, contact us promptly with your order number and clear photos.

Manufacturing defects are reviewed under the 6-Month Warranty. Transit damage and incorrect items are reviewed separately and resolved according to the circumstances of the case.

Customer-provided information and customer-caused issues

The following do not automatically qualify for a refund, free repair or free remake:

• incorrect or incomplete customer-provided information

• measurement errors that were not reported before production

• significant changes in the dog's body size after fitting

• chewing or other pet-caused damage

• accidental damage

• misuse

• unauthorized modifications

• normal wear and tear

We review each case individually before determining the appropriate resolution.

Approved refunds

When a refund is approved, it is issued to the original payment method.

Processing times are controlled by the payment provider or financial institution and may vary. Currency conversion or exchange-rate differences, where applicable, are also determined by the payment provider.

Returning a brace

Do not send a custom brace back without contacting us first.

If a physical return is required as part of an approved resolution, we will provide the appropriate return instructions.

Contact

Email support@k9bracepro.com or contact the Fit Team on WhatsApp at +1 980-516-4286.

For an existing order, please include:

• your order number

• clear fitted photos where relevant

• a short description of the issue

• a walking video if requested