Return and Refund Policy

Last updated: July 2026.

This policy explains how returns, replacements and refunds work for Products bought under the Kelpie brand, operated by Wire Salad OÜ. It should be read together with our Terms of Sale, which govern your purchase. Nothing in this policy limits any non-waivable rights you may have under the consumer-protection laws of the place where you live.

Our return window

Because our Products are chews that your dog ingests, they are hygiene-sensitive. This means our return policy depends on whether a unit has been opened:

Unopened, sealed units. You have 14 days after receiving your order to request a return of any unit that is unopened, with its seal intact, and in its original packaging. The item must be in the same condition in which you received it. You’ll also need your order number or proof of purchase.

Opened or unsealed units. For hygiene and safety reasons, a unit whose seal has been broken, or which has been opened or used, cannot be returned or refunded – except where the Product is defective (see “Damaged, defective or wrong items” below).

How to start a return

To start a return, contact us at support@kelpie.com or through our contact form with your order number. If your return is accepted, we’ll send you instructions on how and where to send your package.

Please do not send anything back before requesting a return. Items sent back to us without first requesting a return will not be accepted.

Return shipping. For change-of-mind returns of unopened, sealed units, you are responsible for the cost of shipping the item back to us. We recommend using a tracked service, as we cannot process a refund for an item we do not receive. Where an item is defective, damaged or wrong, we cover the return cost (see below).

Damaged, defective or wrong items

Please inspect your order as soon as it arrives. If a Product arrives damaged, defective or not as described, or if you receive the wrong item, contact us right away at support@kelpie.com with your order number, a description of the issue, and photographs. We’ll evaluate the issue and make it right – where a Product is defective, we will replace it or refund it, at our option, at no return-shipping cost to you.

Non-returnable items

The following cannot be returned or refunded, except where a Product is defective or your local law provides otherwise:

(a) opened, unsealed or used units of any Product, for the hygiene reasons described above;
(b) any consumable or perishable goods, including pet food and complementary feed;
(c) sale or discounted items; and
(d) gift cards.

If you have questions or concerns about whether a specific item can be returned, please get in touch before sending anything back.

Exchanges

We do not offer direct exchanges. The fastest way to get what you want is to return an eligible unopened item and, once your return is accepted, place a separate order for the new item.

Failed delivery

If delivery fails because of repeated failed attempts or an incorrect address you supplied, we may treat the order as cancelled and refund the Product price less our reasonable, evidenced costs.

Subscriptions

Cancelling a subscription is separate from returning a Product. Cancelling stops future renewals but does not by itself entitle you to a refund of a Product already dispatched. For how to cancel and the applicable notice period, see Section 4 of our Terms of Sale.

Refunds

We will notify you once we’ve received and inspected your return, and let you know whether your refund was approved. If approved, you’ll be refunded to your original payment method. Please remember that it can take some time for your bank or card issuer to process and post the refund.

If more than a reasonable time has passed since we approved your refund and you still have not received it, please contact us at support@kelpie.com.

Chargebacks

Before asking your bank or card issuer to reverse a payment, please contact us first and give us a fair chance to put the matter right. Many issues can be resolved directly and more quickly this way.

Contact and returns address

Support email: support@kelpie.com
Online contact form: https://kelpie.com/pages/contact
Phone: (844) 474-4726

Returns address (do not ship before requesting a return):
Kelpie / Wire Salad OÜ,
c/o ShipBob, 11401 Harmon Rd, Ste 500, Fort Worth, TX 76177, USA