Refund & Return Policy

📋 Overview

At K9Gourmet Ltd., we take pride in the quality of every meal we prepare. Because our products are perishable, hand-prepared, and made to order, our refund and return policy reflects the nature of artisan fresh food rather than shelf-stable retail goods.

We are a small, owner-operated business with a growing team — every order still gets our personal attention. We handle every concern directly and fairly. If something isn't right, we want to know and we will make it right.

🥩 Meal Plans & Fresh Food Orders

All fresh meal orders are made to order and prepared specifically for your pet based on the information you provide at the time of ordering.

Claims must be submitted within 24 hours of delivery with a photo sent to k9gourmetltd@gmail.com. We respond within one business day. Refunds are issued as a credit toward your next order or a full/partial monetary refund at our discretion.

🎁 Trial Kits

If the trial kit arrives spoiled or was damaged in transit, we will replace or refund it in full. Photo evidence required within 24 hours of delivery.

🛍️ Shop Items (Non-Perishable)

Feeding bowls, mats, towels, bandanas, t-shirts, and gift bundles are eligible for return if:

• Item is unused and in original condition
• Return requested within 14 days of delivery
• Customer covers return shipping unless item arrived damaged or defective
• Refunds processed within 5–7 business days of receiving the return

🎉 Party Packages

Party bookings require a 50% non-refundable deposit at booking to cover preparation costs.

• Cancellation 7+ days before event: Deposit held, remaining balance not charged
• Cancellation 3–6 days before: 75% of total cost charged
• Cancellation within 48 hours: Full cost charged — food has been prepared
• Rescheduling: One free reschedule with 72+ hours notice

🔄 Monthly Plan Cancellation

Monthly plans can be cancelled at any time with 7 days notice before your next scheduled delivery. Cancellations with less than 7 days notice may incur a charge if preparation has already begun. No long-term contracts or cancellation fees. Plans can be paused up to 4 weeks with advance notice.

To cancel or pause, email k9gourmetltd@gmail.com with your name and delivery details.

💳 How Refunds Are Processed

• E-transfer / Interac: 1–2 business days
• Credit/debit card: 5–10 business days depending on your bank
• Store credit: Applied immediately

K9Gourmet Ltd. reserves the right to issue store credit in lieu of monetary refund for perishable goods at our discretion.