Refund Policy
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
Kelato aims to fully support all legitimate return, refunds, credit or exchange claims. All returns, refunds, credits or exchanges due to an error or misunderstanding by Kelato will be processed without delay once the circumstances are explained and fully understood.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Before processing a return or refund request, please email info@kelato.us outlining why you wish to return your product so we can assist you with the most efficient method to process your return.
There are certain situations where only partial refunds are granted: (if applicable)
– Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
– Any item that is returned more than 14 days after delivery.
What if my horse doesn't like the taste right away?
We understand that some horses may take time to adjust to changes in their diet. If you're concerned your horse might not immediately accept Kelato Animal Health USA Inc products, don't worry. Our refund policy covers 14 days.
To help with the transition, reach out to us at info@kelato.us, and we'll provide feeding tips from our equine nutritionist, Dr. Rachel Mottet. She has developed a few strategies that typically work within 7-10 days.
If, after trying these tips, your horse still refuses the product, simply contact us within the 14-day refund period, and we’ll be happy to arrange a partial refund for you.
SECTION ONE – RETURNS
To complete your return, we require a receipt or proof of purchase.
Stock will be considered for exchange provided the following conditions are met:
- a) There is at least 6 months of shelf life remaining until the original label expiry date.
- b) Kelato has been informed of the product quantity, batch code and expiry date.
- c) Kelato has approved in writing an exchange, credit, refund or return of stock prior to the stock being returned.
- d) The stock is returned to Kelato in good condition with freight prepaid in full to our depot by the customer.
- e) Once the returned stock has been received at our depot, Kelato will despatch the agreed exchange items.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@protekgi.com. Once your exchange is confirmed by Kelato send your item to:
SECTION TWO – CREDITS AND REFUNDS
Credits or refunds will only be issued on stock lost or damaged during transit if Kelato is notified of such loss or damage within 7 working days of despatch.
No Credit will be forthcoming on lost goods where the consignee has signed for the delivery as “delivered in full”.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@kelato.us
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, please email us at info@kelato.us
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
SECTION THREE – ADDITIONAL NON-RETURNABLE ITEMS.
- a) Gift cards.