Refund policy

90 day money back guarantee

If the product is not right for your dog, email us within 90 days of delivery and we will refund your first order.

We ask that you have given it a fair trial first. Most owners report a change within four to six weeks, so a bottle used for a few days does not tell either of us much.

How to claim

Email hello@koolpets.co with your order number and tell us how your dog got on. We may ask what you noticed and how long he was on it, because more often than not there is something we can suggest.

There is nothing to post back. Keep the bottle.

What we refund

We refund the price you paid for the product on your first order. Original shipping is not refunded.

Refunds go back to the original payment method within 5 business days. Your bank may take a few days longer to show it.

If something arrives damaged or wrong

Email us within 14 days of delivery with your order number and a photo. We will replace it or refund it, whichever you prefer.

What is not covered

Orders placed more than 90 days ago.

Repeat orders. The guarantee applies to your first order of a product, so you can try it without risk.

Products bought from anyone other than koolpets.co. We can only refund orders we can find in our own system.

Subscriptions

You can change the date, skip a month or cancel from your account at any time. There is no call to make and no email to send.

Cancelling stops future orders. It does not refund an order already sent.

Your legal rights

This guarantee is offered in addition to the rights you have under applicable consumer protection law. Nothing here limits or excludes those rights. Some US states and Canadian provinces give you further rights that cannot be waived.

Contact

KÖOL PETS
A.C.N. 694 019 817 PTY LTD
368 Sussex Street, Suite 526, Sydney NSW 2000, Australia
hello@koolpets.co

We answer within 2 business days.