Refund policy

Refund Policy for Kelpy Bone

Last Updated: 9.05.25

At Kelpy Bone, we're committed to providing high-quality, eco-friendly products for your furry friends. We understand that sometimes things don't work out as expected, so we've outlined our refund policy below.

Return Eligibility

Faulty Products

If you receive a product that is faulty or damaged upon arrival, you are entitled to a full refund or replacement. Please contact us within 7 days of receiving your order and provide photos of the damaged product.

Change of Mind

We understand that sometimes products may not meet your expectations. If you're not satisfied with your purchase for any reason, you may return unused, unopened items within 14 days of delivery for a refund of the purchase price (excluding shipping costs).

Non-Returnable Items

Due to the nature of our products, the following items cannot be returned:

  • Products that have been used or show signs of wear and tear

  • Products that have been chewed or damaged by pets

  • Subscription boxes after 14 days of delivery

How to Request a Refund

  1. Email us at hello@kelpybone.com with your order number and reason for return

  2. Include clear photos of the product if your return is due to a fault or damage

  3. Our customer service team will respond within 2 business days with further instructions

Refund Processing

  • Approved refunds will be processed within 5-7 business days

  • Refunds will be issued to the original payment method used for purchase

  • For credit card payments, it may take an additional 3-5 business days for the refund to appear on your statement

Exchanges

If you prefer an exchange rather than a refund, we are happy to arrange this for you. Please contact us with your order details and the product you would like to exchange for.

Shipping Costs for Returns

  • For faulty or damaged products, Kelpy Bone will cover the return shipping costs

  • For change of mind returns, the customer is responsible for return shipping costs

Special Circumstances

If you have any special circumstances regarding your return or refund request, please don't hesitate to contact us. We'll do our best to find a solution that works for you.

Australian Consumer Law

This refund policy does not limit your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For any questions or concerns regarding our refund policy, please contact us at hello@kelpybone.com.