Refund policy

Last updated: July, 2026

Kelpie products are sold by Wire Salad OÜ (company reg. No. 16105764), Harjumaa, Tallinn linn, Hobujaama tn 4, 10151 Estonia (“Kelpie”, “we”, “us”), which is the seller of record for all purchases made through the Kelpie website.

1. About returns & refunds policy

1.1 This returns & refunds policy explains how to request a return or refund, what to do if there is a problem with a Product or delivery, and how we calculate refunds. It applies to KELPIE Products purchased by consumers in the United States, whether as a one-time purchase or through a subscription, and forms part of our Terms of Sale. Our Products are complementary feed products for dogs, currently supplied as soft chews, and are not veterinary medicines.

1.2 We do not offer a general right to return an online purchase simply because you changed your mind. Any change-of-mind return accepted under Section 2 is a voluntary commercial return, unless applicable state law gives you an additional right.

1.3 Nothing in this Policy limits any rights you have under applicable federal or state law. These may include rights relating to defective, damaged, unsafe, incorrect or misdescribed Products, delayed or missing deliveries, and unauthorized or incorrect charges. These rights vary by state. If this Policy conflicts with a right that cannot legally be limited, that right will apply.

1.4 Cancelling a subscription is governed by our Subscription Cancellation Policy. Cancelling stops future subscription renewals but does not automatically cancel or refund an Order that has already been charged or processed. If you want to cancel your subscription and request a refund for an existing Order, you must make both requests.

2. Asking for a return or refund

2.1 To request a return or refund, contact us at support@kelpie.com or through https://kelpie.com/pages/contact. Please include your Order number, explain what you are requesting and identify the Products concerned. We will review your request and email you with the outcome, including any approved refund amount or the reason why we cannot accept the request.

2.2 Because our Products are consumed by your dog and are hygiene-sensitive, opened or unsealed Products cannot be returned for change-of-mind reasons. A Product your dog simply will not eat is a change-of-mind matter and is dealt with under clause 2.3. This restriction does not apply if the Product is defective, damaged, unsafe, incorrect or otherwise covered by Section 3.

2.3 Although we do not offer a general change-of-mind return period, we may choose to accept a return as a goodwill gesture. When deciding, we may consider how long ago the Product was delivered and whether the pack remains sealed, unopened and in resalable condition. Any return accepted on this basis is voluntary, does not create a right to the same treatment in the future and does not affect any rights you have under applicable law.

2.4 Please do not send Products back until we have confirmed your return. We will tell you what must be returned, where to send it and who is responsible for the return shipping costs. Unless we tell you otherwise, confirmed returns must be sent to:
KELPIE / Wire Salad OÜ
c/o ShipBob
11401 Harmon Rd, Suite 500
Fort Worth, TX 76177
USA

2.5 We may be unable to process Products sent without confirmation, sent to another address or sent freight collect or cash on delivery. This does not limit any return right that applies under mandatory consumer law.

2.6 We accept returns only for KELPIE Products purchased from our Website by you or for you. We may not refuse voluntary returns that appear to relate to resale or other commercial use.

3. Defective Products

3.1 If a Product arrives damaged, defective, unsafe, incorrect or otherwise not as described, contact us at support@kelpie.com. Please include your Order number, explain the problem and provide photographs where reasonably possible. Where a Product is defective, we will replace it or refund it, at our option, as provided in the Terms of Sale, and any remedy available to you under applicable state law is unaffected.

3.2 This Section also applies where a Product: arrives with a broken or missing seal; is leaking, contaminated or visibly compromised; has passed its date marking when delivered; appears spoiled, moldy or otherwise unsafe to feed; does not match the Product, quantity or description in your Order; or is missing from the shipment.

3.3 Please report the problem as soon as reasonably possible, particularly if it was visible when the delivery arrived. Prompt reporting helps us investigate the matter with our fulfillment partner, carrier or the relevant production batch, but a delay does not take away any legal rights you may have. We may ask for reasonable evidence, such as photographs of the Product, shipping box and label, or the lot number, batch number or date marking shown on the packaging. We may also ask you to keep the Product and packaging for a reasonable period while we investigate.

3.4 Do not feed or send back a Product that appears spoiled, contaminated or otherwise unsafe, and keep it out of reach of your dog and of children until the matter is resolved. Contact us first and we will tell you what to do. If we ask you to dispose of the Product, you will not need to return it to receive an available remedy. If we ask you to return a defective Product, we will cover the reasonable return shipping costs. If your dog shows an adverse reaction that you believe may be connected to a Product, stop feeding it and contact your veterinarian, then tell us with the lot number and date marking; we treat reports of this kind under this Section and will not ask you to send the Product back before we investigate.

3.5 The remedies described in this Section are in addition to any rights you have under applicable state sales, warranty or consumer protection laws.

3.6 If you experience an adverse reaction that you believe may be connected to a Product, stop using it, seek appropriate medical advice and contact us with the lot or batch number and expiry date where available. We treat reports of this kind as claims about the Product rather than change-of-mind returns, and we will not ask you to send the Product back before we investigate.

4. Shipping delays and Orders we cannot ship

4.1 Delivery times shown at checkout are estimates unless we expressly state otherwise. Delays may occur because of carrier issues, customs, weather, strikes, natural events or other circumstances beyond our reasonable control. If your Order has not arrived within a reasonable time, contact us and we will investigate with the carrier. This does not limit the rights described below.

4.2 The estimates referred to in clause 4.1 concern how long delivery takes; this clause concerns when we ship. We will ship your Order within the time stated at checkout or in your Order confirmation. If no shipping time is stated, we will ship it within 30 days after receiving your properly completed Order and payment. If we cannot ship within the applicable period, we will notify you, provide a revised shipping date where possible and ask whether you agree to the delay or wish to cancel the affected Order for a full refund. If we give you a definite revised shipping date that is 30 days or less after the original period and you do not respond to that notice, we may treat your silence as your agreement to the delay, as permitted by federal law. You may still cancel at any time before the Order ships.

4.3 For an Order cancelled because it cannot be shipped on time, we will promptly refund the amount paid for the affected Products and the shipping charges attributable to them. Where required by federal law, this will be done: within seven business days if you paid by a method other than a credit card; or within one billing cycle if you paid by credit card.

4.4 If tracking shows that your Order was delivered but you did not receive it, or if the shipment is incomplete, contact us. We will investigate with the carrier and, where appropriate, arrange a replacement or refund.

4.5 If delivery fails because of repeated failed delivery attempts or because you provided an incorrect address, we may treat the Order as cancelled. Where permitted by law and the Terms of Sale, we may deduct reasonable and documented costs caused by the failed delivery from the refund.

5. How we calculate refunds

5.1 Your refund is based on the amount you actually paid for the affected Products, including any discount, promotional price or subscription price. We will not calculate a refund using a higher price that you did not pay. A refund will not exceed the amount you actually paid for the affected Products, except where applicable law requires an additional remedy. Where sales or other transaction taxes were included in the price you paid, they are refunded together with it. Refunds are calculated and paid in the currency in which you paid for the Order.

5.2 If one subscription payment covered several equally priced units, we divide the payment equally between those units. For example, if you paid $50 for two units under a subscription offer, each unit has a paid value of $25. If one eligible unit is refunded and you keep the other, the refund for the affected unit starts at $25. If both units are refunded, the refund starts at the full $50 paid. A unit purchased for $25 under a subscription will not later be repriced at its $50 standalone price because you: cancel the subscription; return another unit; request a partial refund; or dispute part of the payment. You will not be required to pay the $25 difference between the subscription and standalone prices, and we will not deduct that difference from your refund. We will not treat it as a cancellation fee, restocking fee, discount recovery or penalty.

5.3 A Product genuinely supplied free of charge, such as a promotional gift, has no separate refund value. A replacement supplied at no extra charge also has no additional refund value; any refund will be based on the amount paid for the original Product. This does not affect your rights if the free Product or replacement is defective or unsafe.

5.4 Cancelling a subscription does not change the price of Products you have already purchased. Any future purchase made after the subscription ends will be charged at the price shown at checkout at that time, which may be the standalone price.

6. Refund timing, billing issues and payment disputes

6.1 If a Product must be returned, we will process an approved refund promptly, and normally within 10 business days, after receiving it. If no return is required, we will process the refund promptly, and normally within 10 business days, after confirming it with you.

6.2 We will issue the refund to the original payment method unless that is not possible or we agree to another method. If the original payment method is closed, expired or unavailable, we will contact you to arrange an alternative. We may need to confirm your identity and that the Order belongs to you.

6.3 After we issue the refund, your bank, card issuer or payment provider may need additional time to show it in your account. We do not control that processing time.

6.4 Contact us at any time, especially if you believe that you were: charged twice; charged the wrong amount; charged for an Order you did not place; or charged for a subscription after your cancellation took effect. Please provide the charge date, amount and last four digits of the payment method. We will investigate promptly and refund any charge confirmed to be duplicated, incorrect or unauthorized.

6.5 If a recurring charge was taken after your subscription cancellation had already taken effect, we will refund it in full. You will not be required to return any Product shipped solely because of that charge.

6.6 Because our Products are sold for use with your own dog or household pet and not for resale, we may also refuse voluntary requests that appear to relate to resale or commercial use. These rules do not prevent you from making a new claim if a replacement Product has its own problem. They also do not limit a valid claim under Section 3 or Section 4, a claim concerning an unauthorized charge or any right available under applicable law.

6.7 Nothing in this Policy requires you to give up your right to dispute a charge with your bank, card issuer or payment provider. Starting a payment dispute does not end your contractual or legal rights. We encourage you to contact us first because we may be able to resolve the issue more quickly. If you start a chargeback for an amount that we are also being asked to refund, we may pause our refund for that amount while the chargeback is being reviewed. This is to prevent the same amount from being recovered twice. If the chargeback is rejected or withdrawn and you remain entitled to a refund, we will process it promptly.

7. Governing law, policy updates and contact details

7.1 The governing law and dispute resolution provisions applying to your purchase are set out in the Terms of Sale. Any mandatory consumer protection rights available under the law of your state will continue to apply where they cannot legally be waived. If you are not satisfied with how we handled your request, contact us and we will work with you to resolve the matter. You may also contact the consumer protection office or Attorney General of your state.

7.2 We may update this policy from time to time. The version that applies to your Order is the version published when you placed that Order. Later changes will not apply to it retroactively.

7.3 You can contact us using the following details:
Email: support@kelpie.com;
Contact form: https://kelpie.com/pages/contact;
Returns address for confirmed returns only:
KELPIE / Wire Salad OÜ
c/o ShipBob
11401 Harmon Rd, Suite 500
Fort Worth, TX 76177
USA