Returns, Refunds & Exchange Policy

At PK9 Gear, we stand behind the quality and durability of our Australian-made dog training equipment. Your satisfaction is important to us, and we’re here to help if a product does not meet your expectations or arrives damaged or faulty.

For return enquiries, please contact us within 30 days of receiving your order:

📧 support@pk9gear.com.au
📍 Level 1, 41–43 Stewart Street Richmond VIC 3121

Return Policy

We accept returns for eligible items in as-new condition within 30 days of purchase.

To be eligible for a return:

• The item must be unused, unworn and in its original packaging, with all tags attached.
• The item must have been purchased directly through the PK9 Gear website.
• Items purchased from another stockist must be returned to the original place of purchase.

Please note:

• Customised or made-to-order items cannot be returned unless they are faulty.
• We cannot accept items that are used, soiled, damaged or missing their original packaging.

Send returns to:

📦 PK9 Gear – Returns
📍 Level 1, 41–43 Stewart Street Richmond VIC 3121

We recommend using a tracked shipping method to ensure your return arrives safely. Please include a short note explaining the return, along with your invoice or order number.

International Orders and Customs

International customers are responsible for completing any required customs clearance, paying applicable import duties, taxes or fees, and collecting their parcel within the timeframe set by their local customs authority or delivery provider.

Please monitor your tracking and respond promptly to any customs or carrier notifications.

If an international order is returned to PK9 Gear because customs clearance was not completed, import charges were not paid, delivery was refused, or the parcel was not collected, any refund will be limited to the value of the returned products.

Original shipping costs are non-refundable, and any return-to-sender or carrier fees charged to PK9 Gear may also be deducted from the refund.

Refunds will only be processed after the parcel has been returned to us and the contents have been inspected.

Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us as soon as possible:

📧 support@pk9gear.com.au

Depending on the circumstances, we’ll arrange a replacement, repair or refund.

This policy does not limit any rights you may have under Australian Consumer Law.

Refunds

Once your return has been received, inspected and approved, we’ll process your refund to the original payment method within seven business days.

Please allow additional processing time for the refund to appear, depending on your bank or payment provider.

🚚 Original shipping costs are non-refundable unless required by law or the return relates to an eligible faulty or incorrect item.

Exchanges

To exchange an item:

1. Follow the return process above.
2. Place a new order for the item you would like instead.

Exchanges are handled as separate transactions. Your original eligible item will be refunded, and the replacement order will be charged separately.

Incorrect Use of Products

Our gear is made for serious training, but we cannot accept responsibility for damage caused by misuse, inappropriate use or failure to follow the relevant care and safety instructions.

Need a Hand?

We’re always happy to help with any questions:

📧 support@pk9gear.com.au
📍 Level 1, 41–43 Stewart Street Richmond VIC 3121

Thanks for choosing PK9 Gear — built for performance, made to last.