Refund policy
Refund Policy — Keirwell
Effective Date: July 16, 2026
Our 30-Day "Happy Pup" Guarantee
We want bath time to be genuinely easier for you and your pet. If you're not satisfied with your Keirwell purchase for any reason, contact us within 30 days of delivery and we'll give you a full refund — no interrogation, no hoops.
To start a refund, email with your order number and a quick note about what went wrong (optional, but it helps us improve). In many cases we will issue your refund without requiring you to ship anything back. If we do request a return, we'll provide the return address; return shipping for satisfaction-based returns is the customer's responsibility unless the item arrived damaged or defective.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or isn't what you ordered, we'll make it right at no cost to you — your choice of a free replacement or a full refund, including any shipping you paid.
Contact us within 30 days of delivery at with your order number and a photo or short video of the issue. The photo lets us resolve your claim quickly (usually within 1 business day) without asking you to return anything.
Lost or Undelivered Orders
If your tracking shows no movement or your order hasn't arrived within the delivery window described in our Shipping Policy, contact us. If your package is lost in transit or never delivered, we'll send a free replacement or issue a full refund — your choice.
Orders marked as delivered by the carrier but reported missing will be investigated case by case; we'll always work with you toward a fair resolution.
Order Cancellations
Need to cancel or change an order? Contact us as soon as possible. If your order hasn't shipped yet, we'll cancel it and refund you in full. Once an order has shipped, it can't be cancelled — but the 30-Day Happy Pup Guarantee applies from the day it's delivered.
How Refunds Are Processed
Approved refunds are issued to your original payment method within 2 business days of approval. Depending on your bank or card issuer, it may take an additional 5–10 business days for the funds to appear on your statement. If more than 15 business days have passed since your refund was approved and you haven't received it, contact us and we'll chase it down.
Fair Use
Our guarantee exists so you can buy with confidence. We reserve the right to decline refunds in cases of abuse (for example, repeated refund claims across multiple orders) and to require a return before refunding in such cases.
Questions
Anything unclear? Email us at — a real person reads every message, usually within 1 business day.