Cart 0

Return + Exchange Policy

EXCHANGES

If you’d like to exchange your KNOX piece(s) for a different style or size, please visit our Contact Page and select Exchange Request as the reason for your inquiry. Pieces are eligible for exchange within 10 days of your delivery date according to our courier service. 

You will receive an email providing you with our return address and other details to begin your exchange.

Please note that we are not responsible for return postage fees. We recommend using a tracked method of postage to ensure it reaches us safely as we are not responsible for lost, stolen or undelivered parcels.

Once we have received your piece(s) in new, unused condition, you will receive store credit for the full amount of your original order. 

 

RETURNS

If you'd like to return your KNOX piece(s), please visit our Contact Page and select Return Request as the reason for your inquiry. Pieces are eligible for return within 10 days of your delivery date according to our courier service. 

You will receive an email providing you with our return address and other details to begin your return. 

Please note that we are not responsible for return postage fees. We recommend using a tracked method of postage to ensure it reaches us safely as we are not responsible for lost, stolen or undelivered parcels.

Please note that not all orders are eligible for a return or refund. Returns that are eligible for a refund will be refunded the total order value minus a 20% processing and restocking fee. 

We do not allow returns or refunds for the following:

  • Dog has eaten or otherwise damaged their product(s)
  • If a package has been signed as delivered but cannot be located by customer 
  • Products received without an authorized RA#
  • Products purchased during a promotional sale period
  • Products received in a condition other than their original condition
  • Products without their tags attached
  • Products that appear worn or smell of perfume, deodorant or soap
  • Products that are marked or damaged in any way
  • Orders in which addresses are inputted incorrectly by the customer
  • Orders in which the customer forgot to enter their promotional code

Our returns department has the right to refuse a return if a returned item does not meet the above conditions. In this instance, the item has been returned to the address on the original order.

 

REFUNDS

We will process the refund to your original form of payment within seven (7) business days after we have received and inspected your returned piece(s). Please note that a 20% processing and handling fee will be subtracted from your total order value. 

  • Credit card or debit card refunds may take up to five business days to post to your bank, then up to two billing cycles to appear on the bank statement.
  • Gift card and product voucher refunds may take up to 24 hours to process. You may check your balance online.
  • PayPal refunds may take 7-10 business days to post.

Refunds are issued to the original payment method. If you purchased your order with multiple payment methods, the refund is first applied to the credit card, debit card, or PayPal account up to the original amount charged, then to the gift card or product voucher.

 

STORE CREDIT

Store credit will be provided as a gift card and will be emailed to you via the original order email. Store credit cannot be transferred to another person or account. Please treat store credit like cash. Any purchase amounts that exceed the value of the store credit will require an additional method of payment for the remaining balance due. Store credit never expires. Store credit is provided in US Dollars. Your use of the store credit constitutes your agreement to our Terms of Service. 

 

WRONG ITEM RECEIVED

We sincerely apologize for the mistake. Please Contact Us and select Other as the reason for your inquiry within 30 days of your posted delivery date.

 

CANCELLATIONS & CHANGE OF ADDRESS

An order cannot be canceled once it has been processed. We are unable to change the shipping address once it has been shipped. Orders canceled before they have been processed will receive a full refund in the form of store credit. 

 

MISSING PACKAGE

If your parcel is marked as "delivered" but you have not received it, please phone your nearest post office for updates. Often times, your item will be prematurely tagged and will deliver within the next two (2) business days. If your package still cannot be located, or has been lost in transit, please contact us.

We are not responsible for delivery to incorrect addresses if the address was wrongfully inputted by the customer at checkout. We are not responsible for packages that have been signed as delivered but cannot be located. For this reason, we recommend shipping your item(s) to your personal address rather than a workplace, friend or relative.

 

FAULTY ITEM 

If you believe the piece(s) you've purchased is faulty, please visit Contact Page and select Exchange Request as your reason for inquiry. Please provide a detailed description of the damage. We will then request images of the fault to secure a resolution. You must submit this request within 10 days or your order being marked as delivered according to our courier service.

 

EXTENDED RETURNS - HOLIDAY

If you make a purchase as a gift for Christmas from 1 December to 19 December, you are more than welcome to return your order up until 31 January. 

 

FINAL SALE

All sale items are FINAL SALE.