Effective date: October 10, 2026
This Refund and Cancellation Policy explains how deposits, cancellations, and refunds work for dogs and training services from Hearthward K9. Every dog purchase is also covered by a written agreement that you receive and sign before paying. If that agreement and this policy differ, the signed agreement controls.
1. Protection dog purchases
Before you pay
Before any payment, you will receive the dog’s details in writing: age, breed, training level, health and vaccination records, price, delivery or pickup terms, and any health warranty. Please review them carefully and ask questions—we would rather answer them before a sale than after.
Deposits
- A deposit reserves a specific dog or a place on a waitlist, as stated in your agreement.
- Deposits are non-refundable if you cancel, because the dog is taken off the market for you.
- If we cannot deliver the reserved dog (for example, because of a health issue found before transfer), you may choose a comparable replacement dog or a full refund of your deposit.
After transfer
- Because each dog is a living animal matched and trained for an individual household, completed sales are final once the dog has been transferred, except as provided in your written agreement or required by law.
- Any health warranty, replacement terms, or adjustment period is described in your written agreement.
- If you are having trouble with your dog after transfer, contact us first. Most issues can be addressed with handler coaching.
2. Training services and consultations
- Cancel or reschedule at least 48 hours before a scheduled session for a full refund or a credit.
- Cancellations within 48 hours, and missed sessions, are not refundable.
- If we cancel or reschedule a session, you may choose a new date or a full refund for that session.
- Multi-week programs (such as stay-and-train) follow the cancellation terms written in the program agreement.
3. Products
If we sell equipment or other physical products, you may return an item within 7 days of delivery if it arrives defective, damaged, or not as described. Items must be unused and in their original packaging. If the return is due to our error, we cover return shipping.
4. Duplicate payments and errors
If you are charged twice or charged the wrong amount, email us with the transaction details. After verification, we refund the excess to the original payment method.
5. How refunds are processed
Approved refunds are issued to the original payment method within 7–14 business days. Your bank may take additional time to post the credit. We will email you when the refund has been sent.
6. Changes to this policy
We may update this policy. The version in effect when you sign your agreement applies to that purchase.
7. Contact
Questions about a deposit, cancellation, or refund? Email info@protectiondogss.com or call +1 (707) 665-1735.
