Refund policy

Returns & Refund Policy

We want you and your dog to be completely happy with your order. This policy explains how returns, refunds, and our 90-Day Risk-Free Guarantee work.

30-Day Return Policy

You have 30 days from the date you receive your item to request a return.

To be eligible for a return:

  • The item must be unopened, unused, and in the same condition you received it, with any tags and in its original packaging.
  • You'll need your receipt or proof of purchase.
  • Return postage is the customer's responsibility.

You must contact us first to request a return. Email us at hello@getkoopers.com to request approval. If your return is approved, we'll provide the warehouse return address and instructions on how to send your package.

Important: Returns sent without first requesting approval, or sent to any address other than the one we provide on approval, will not be accepted or refunded.

Damages & Issues

Please inspect your order as soon as it arrives and contact us immediately at hello@getkoopers.com if the item is defective, damaged, or if you received the wrong product, so we can evaluate the issue and make it right.

Non-Returnable Items

For health and hygiene reasons, opened or used product cannot be returned under the 30-day policy, as it's a consumable food supplement. If you've opened and used the product, please see our 90-Day Risk-Free Guarantee below.

We also cannot accept returns on sale items or gift cards.

If you have any questions about your specific item, please get in touch before ordering.

Exchanges

The fastest way to get what you want is to return your unopened item (once the return is approved) and place a separate order for the new item.

UK & EU Cancellation Rights

If you are a consumer in the UK or the European Union, you have the right to cancel your order within 14 days of receiving it, for any reason. Your item must be returned unopened, unused, and in its original packaging, and you'll need proof of purchase. This statutory right sits alongside the policy above and does not affect your other legal rights.

Refunds

Once we've received and inspected your return, we'll let you know whether your refund has been approved. If approved, you'll be refunded to your original payment method within 10 business days. It can take additional time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since we approved your refund and you haven't received it, please contact us at hello@getkoopers.com.

90-Day Risk-Free Guarantee

We back Kooper's with a 90-Day Risk-Free Guarantee. Vets generally advise a full 90 days of consistent daily use before you can fairly judge results — so that's the window we stand behind. If you follow the programme and don't see a difference in a concern our product is designed to support, we'll refund the cost of the product.

Because this guarantee covers product you've actually opened and used, it comes with a few conditions.

To Qualify, You Must:

  1. Have purchased enough product for a full 90-day daily course for your dog's size/weight. The guarantee only applies if your dog received the recommended daily serving every day for the full 90 days.
  2. Give the product daily for the entire 90 days, as directed.
  3. Be claiming about a concern Kooper's is formulated to support — i.e. one of the specific benefits we state on our product pages. The guarantee doesn't cover unrelated issues.

Proof of Usage Required

To claim under the guarantee, you'll need to provide:

  • Short video clips of your dog eating the product at several points across the 90 days (e.g. early, mid, and late), showing consistent daily use.
  • Before and after photos that are date- and time-stamped, showing that a visible concern was still present at the end of the 90 days (for visible or physical issues).

We ask for this for two reasons: it helps us keep improving the product based on real feedback, and it protects us against the false and fraudulent refund claims that are unfortunately rising across the industry.

Returning the Product

If your claim is approved, you'll need to send the product back to us — including any remaining product and the original packaging — at the warehouse address we provide. We test returned product as part of our quality control, because we hold our standards extremely high and want to confirm there was no issue with the batch. Return postage is the customer's responsibility.

How to Claim

Contact us at hello@getkoopers.com within 14 days of completing your 90-day course, with your order number and the proof described above. We'll review your claim, and if approved, we'll send you the return address. Once we receive the product back, we'll refund the cost of the product (excluding original and return shipping) to your original payment method within 10 business days.

This guarantee is offered in addition to, and does not affect, your statutory rights.