Return & Refund Policy

Last updated: July 3, 2026

This Return & Refund Policy explains how Keriz reviews return requests, exchanges, return labels, inspections, and approved refunds. Our goal is to keep the process simple and helpful, from browsing through delivery and any after-sale questions. We accept returns for both defective and non-defective products, and we accept exchanges when the requested replacement item is available.

For dog toys for supervised play and enrichment, return inspection may include checking material condition, included components, original packaging, and whether the item has been used beyond normal inspection. Questions about dog toys for supervised play and enrichment are easier to resolve when the customer provides the order number, item name, and clear context about fit, condition, delivery, or use. For pet supply orders, support review can include bowl finish, toy condition, chew marks, included pieces, hygiene, and the delivered package condition.

RETURN WINDOW

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Requests submitted after 30 days may not be accepted unless required by applicable consumer law.

RETURN CONDITION & ELIGIBILITY

Product condition accepted for return: new only. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Returned items should be clean, complete, undamaged, and sent back with original packaging, tags, manuals, accessories, and included parts where applicable. Items affected by misuse, improper care, unauthorized changes, or ordinary wear may not qualify unless consumer law requires otherwise.

RETURN PROCESS & RETURN ADDRESS

To start a return, you can contact us at support@keriz.shop. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

To initiate a return review, send one clear message with the checkout email, item name, and any helpful condition photos.

Return method: by mail. Return label: included in the package, free. Approved returns should be mailed to this return address: UNIT 5 196-198 ROWE STREET EASTWOOD, 2122 Australia.

When opening a return request, include the order number, checkout email, item name, and reason for return. For damaged, defective, or incorrect items, photos or video of the product and packaging help us review the case clearly. When information is incomplete, we may ask for the missing order details before confirming the next step.

RETURN SHIPPING FEES

If the product is defective, damaged, or incorrect upon delivery, we will bear the return shipping costs and provide a free return label.

For accepted returns, the return label is included in the package, free.

RESTOCKING FEE

Restocking Fee: No restocking fee will be charged to the consumers for the return of a product.

Dog Toy Condition Review

Keriz returns are reviewed for new-only condition, clean toy surfaces, complete package count, original shape, and original packaging where possible. We may check rubber rim marks, chew ring nodes, fleece strip condition, tie straps, stitching, and whether the item has been introduced to a dog.

Items may not qualify as new-only returns if they show bite marks, saliva residue, food or treat stains, heavy pet hair, odor, torn fleece, stretched rubber, outdoor dirt, washed-after-use texture changes, or missing pieces unless the issue is a verified delivery defect, wrong item, or transit damage.

Dog Toy Evidence for Support

If a customer reports a defect, wrong toy, missing component, or damaged package, useful photos include the full toy, rim or texture detail, fleece strips, tie straps, package label, and the specific damaged area. Photos of dogs are not required unless the customer chooses to include them.

Preference and Supervised Play Notes

Dog preference can vary. A toy may be suitable for supervised play even if a specific dog does not show interest in it. Preference alone can be reviewed as a non-defective return only when the item remains new, unused, clean, complete, and within the 30-day window.

REFUND TIME_FRAME

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 days. Bank or card issuer posting times may vary after we submit the refund.

EXCHANGES AND CANCELLATIONS

Exchanges are available when the requested replacement is in stock and the returned item meets this policy. If an exchange cannot be completed, an approved return may be refunded to the original payment method. Customers may request cancellation before the order has been processed or shipped.