Refund policy
Our 60-Day Guarantee
Use the Kinetic Drive Ball with your dog for up to 60 days. If your dog isn't more settled, isn't engaging with it, or it doesn't hold up the way we said it would — send it back for a full refund. We cover return shipping. No restocking fees.
You don't need to keep the packaging, and you don't need to explain yourself beyond telling us what happened (genuinely useful for us to know).
How to start a return
Email hello@kinetick9gear.com with:
- Your order number
- Which item(s) you're returning
- A sentence on what didn't work
We'll reply within 1–2 business days with a prepaid return label and instructions.
Timing
- Returns must be initiated within 60 days of the delivery date.
- Once we receive the item, refunds are processed within 3–5 business days.
- Refunds go back to your original payment method. Depending on your bank or card issuer, it can take a further 5–10 business days to appear on your statement.
What's refunded
- The full purchase price of the returned item(s)
- Any shipping you paid on the original order, if you're returning the entire order
- Return shipping is on us
Multi-item orders
If you bought a bundle and want to return part of it, we'll refund the returned item at the effective per-item price you paid within that bundle, not the single-item retail price. Return the full bundle and you get the full amount back.
Exchanges
We're a single-product, single-size store, so there's nothing to exchange into. If something arrived damaged or defective, we'll send a replacement at no cost — just email us with a photo.
Damaged or defective items
Email hello@kinetick9gear.com with your order number and a photo. We'll send a replacement or issue a full refund, whichever you'd prefer. No need to return the damaged item unless we ask.
Order cancellations
We move fast on dispatch, so contact us as soon as possible. If your order hasn't shipped yet, we'll cancel and refund in full. If it's already gone out, treat it as a return under the 60-day guarantee.