Warranty Policy

We’d love to say things never go wrong—but hey, things happen! On the off chance that something you purchased from us isn’t working quite right, we’re here to help.

K9Paws offers varying warranty terms for our products, generally covering manufacturing defects and normal usage. The duration of the warranty and the specific coverage vary depending on the product type.

The manufacturer’s warranty is the real deal here - after all, they design and build the gear. We sell it, you use it (sometimes a little too hard), and if something goes wrong, they’re the ones who make the final call. It’s a team effort - and yes, we’re all in this together!

K9Paws will honour all warranties inline with each manufactures terms and conditions. The manufacture does make the final call if they will cover a warranty claim and we will action their decision. If you disagree with this decision, we will then give you the details to  work with the manufacturer directly.

All warranties covers failures that occur under normal use, not abuse or misuse. Please also note a dog chewing through a leash or handle of a product is not normal use and in these instances products will not be covered for a warranty replacement.

Exclusions:
Warranties often exclude damage caused by misuse, accidents, impact, neglect, improper installation, or tampering with serial numbers.

What counts as a "Warranty"?

To be considered a warranty claim, one of the following usually needs to apply:
  • Manufacturing Defect: This means something went wrong during production - an issue that was there from the start. It might not show up right away, but over time it should become clear that the problem wasn’t caused by regular use.
Under Australian Consumer Law (ACCC), it's generally a “repair or replace” situation, and it’s up to the supplier or manufacturer to decide the best course of action.

What to do if you need to lodge a claim

If you believe your issue fits the above, please contact us, once we hear from you we’ll get the process started. we always ask you  to start with sending us information regarding the problem and a photo. In cases where we need to product returned to us, we do ask you  to ship the product back at your expense and if the claim is approved we will return these costs back to you. in these cases you will need to send us a copy of your shipping costs.

The more we know, the smoother the process. Just a heads up—that “ relationship” we mentioned earlier can take a little time. Please allow 2–4 weeks for the assessment and outcome. Manufacturers often review claims alongside production data, materials, and things we don’t always have visibility on.

 

If you have any questions around this policy or need help with a warranty claim please contact us at sales@k9paws.com.au