Returns, Refunds & Cancellations

Last updated November 6, 2026

How returns, refunds and cancellations work, in plain terms. The shop does not take orders yet, because online payment is still being set up. This page describes how returns work once it opens.

Our return rule

Unused items in their original condition and packaging can be returned within 30 days of delivery. You can try a harness, collar or leash on your clean, dry dog indoors for a few minutes to check the size; once it has been worn outside, washed or chewed, or carries dog hair or odor, it cannot be returned for a change of mind. Opened Poop Bags cannot be returned. A product that arrives defective, damaged or wrong, or shows a defect within those 30 days, is replaced or refunded, even if it has been used.

At a glance

Changed your mind

You can return an item within 30 days of delivery, for any reason, as long as it meets the condition for its product:

The indoor try-on

1. Pick a moment when your dog is clean and dry, not straight back from a muddy walk or a bath.
2. Indoors, put the harness or the collar on as its product page explains, adjust it, and do the two-finger check: two fingers should slide flat under every strap, and no more. Our size guide shows how.
3. Leave it on for a few minutes, with a treat, and stay with your dog. Do not go outside in it: once it has been worn outside, it can no longer come back for a change of mind.
4. If the size or the color is not right, take it off, brush off any hair, and put it back in its packaging.

Why the rule: a harness, a collar or a leash that has been on a walk, in the wash or in a dog's mouth carries dirt, hair and the smell of a dog, and we cannot pass it on to anyone else as unused. That is why we ask you to check the size indoors first. This rule applies to a change of mind or a wrong size only: a defective, damaged or wrong item is always replaced or refunded, even if it has been used, as explained below.

For a change of mind, the return shipping is paid by you, and we refund the price you paid for each returned item, together with any sales tax paid on it.

Wrong size

Wrong size? Return the unused harness within 30 days and order the size you need. There is no exchange fee.

• "Unused" includes the indoor try-on described above. A harness that has been worn outside cannot come back for a wrong size, which is why the try-on comes first.
• You can order the size you need right away, so it is on its way while the first one comes back. It is an ordinary order, at the price shown on the product page, with shipping included as on every order.
• The first harness is refunded once it is back with us and checked, as for any return. Return shipping for a wrong size is paid by you, as for a change of mind, and we send you the return address by e-mail.
• Not sure which size to choose? Before you order, or before you send a harness back, e-mail us your dog's chest and neck measurements, and we will help you choose. See our size guide.
• The Collar comes in one adjustable size. If it does not fit your dog, it can come back unused as a change of mind.
• If we sent a size other than the one you ordered, that is our mistake: see Defective, damaged or wrong items.

Opened Poop Bags

Opened Poop Bags cannot be returned: once their packaging is open, we cannot pass them on to anyone else. Unopened, they can come back within 30 days of delivery like any other item. If the bags arrive damaged or faulty, they are replaced or refunded, as explained below.

Defective, damaged or wrong items

If an item arrives damaged, defective or not what you ordered (another color or another size than the one you chose, for example), if something is missing, or if a product shows a defect within 30 days of delivery:

1. Stop using it, and do not put it back on your dog.
2. Take photos, or a short video, of the item, the problem, the packaging and the shipping label.
3. E-mail them to contact@keeldogs.com with your order number, within 30 days of delivery. The sooner we hear from you, the sooner we can open a claim with the carrier if the package was damaged on the way.
4. We send you a replacement, in the same color and size if it is available, or refund the item in full, as you prefer, even if you have used it.

Photos are usually enough, and we often do not need the item back. If we do, we pay the return shipping and send you the instructions. The unused and original packaging conditions do not apply in these cases.

A defect is a fault in the product itself: for example a side buckle that cracks or will not click shut, a slider that will not hold the strap, a D-ring or a snap hook that bends, a snap hook that does not close by itself, stitching that comes undone, a strap or its coating that splits, a Bag Holder that will not stay closed, or bags that come apart at the seam. Normal signs of use are not a defect, and neither is damage that happens after delivery, for example from chewing, from a dryer or direct heat, or from use against the instructions on the product page or our Fit & Safety page.

Problems after the return window

If a product develops a problem more than 30 days after delivery, please write to us anyway, with your order number, a short description and photos. We will look at it with you. If the problem could make a walk unsafe, stop using the product at once. We give no separate written warranty for a fixed period, but every product comes with the implied warranties that the law of your state gives you, and nothing in our policies takes them away. See Implied warranties and your rights.

How to start a return

1. E-mail us at contact@keeldogs.com within 30 days of delivery. Include your order number, the items you want to return with their color and size, and the reason.
2. We reply within 2 business days with a return authorization, the return address and instructions for each item.
3. Put the items back in their original packaging, and the packaging in a shipping box or a padded envelope.
4. Send the package with a tracked service, and reply to our e-mail with the tracking number. Keep your receipt until your refund arrives.

No return can be accepted without our authorization. Please do not send anything to the mailing address on our Seller Information page: it is for letters and legal notices only, and a package sent there or without our instructions may never reach us.

Return shipping and the return address

• Who pays: Return shipping for a change of mind or a wrong size is paid by the customer; we send the return address by e-mail, and it may be outside the United States. For a defective, damaged or wrong item, we pay it.
• Where returns go: to the address in our return authorization e-mail. You get it before you send anything, so you can check the shipping cost first. Because that address may be outside the United States, a change-of-mind return can cost more than a package sent within the country.
• Our mistake, a defect or damage: when we need the item back, we pay for the return shipping and tell you how in our reply. Often we do not need it back at all.

Refunds

• We check every return when it arrives and e-mail you to confirm.
• Refunds go to your original payment method within 5 to 10 business days after we receive and check the return, or after we accept your claim when we do not need the item back. Your bank or card issuer may need a few more days to show it on your statement.
• For each returned item, you get back the price you paid for it, together with any sales tax paid on it. Shipping to you is included in that price, so there is no separate shipping charge to refund. The return shipping of a change of mind or a wrong size is not refunded.
• If a return does not meet the conditions on this page, for example a harness that has clearly been worn outside or a leash with tooth marks, we e-mail you photos, explain why, and agree with you how it goes back to you.

Cancellations

You can cancel your order at no cost at any time until it ships.

• How to cancel: e-mail us at contact@keeldogs.com with your order number and "Cancel" in the subject line, as soon as possible.
• What counts is when your e-mail reaches us: if it arrives before your order ships, we cancel the order, even if our reply comes later. We check for cancellation e-mails before every order leaves.
• Before it ships: we cancel the order and refund the full amount you paid, sales tax included, to your original payment method within 5 to 10 business days. We confirm the cancellation by e-mail.
• If it left anyway: if your e-mail reached us before your order shipped but the package still went out, your cancellation stands. Keep the package unopened and write to us: we refund the full amount you paid and tell you what to do with the package.
• Part of an order: you can also cancel one item, or change the color or the size of a harness, the same way, until the order ships. A change is made by canceling that item and ordering the one you want.
• If you write after it has shipped: the order can no longer be canceled. It becomes a return: eligible items can come back within 30 days of delivery, as described above. Please accept the delivery rather than refuse it: see Refused packages.
• If we cancel: if we cannot ship your order, cannot deliver to the address given, or cannot ship it on time and you choose not to wait, we cancel it and refund you in full. See Shipping delays and your right to cancel.

Lost packages

If the carrier confirms that your package is lost, or it has still not arrived once the carrier's search is over, we reship your order or refund it in full, as you prefer, at our cost. See our Shipping & Delivery policy for what to do if a package is late or marked as delivered but not received.

Orders for someone else

If someone else ordered KEEL products for you, the same conditions apply, and you can contact us yourself about a size, a defect or damage. A refund always goes to the original payment method of the person who placed the order.

Your rights

This policy is part of our Terms of Sale. It adds to the rights you have under the law of your state and does not take them away.

Questions

E-mail us at contact@keeldogs.com. We reply within 2 business days.