Refund policy

Refund Policy

RETURNS

We offer a 10-day return window from the date your order is marked as delivered.

To be eligible for a return:

  • Items must be unworn, unused, and in original condition
  • Tags must be attached
  • Items must be returned in original packaging
  • Proof of purchase is required

To request a return, please contact us at akracreations@gmail.com. If your return is approved, we will provide instructions on how and where to send your item.

Items sent back without prior approval will not be accepted.

Please note:

  • Original shipping costs are non-refundable
  • Return shipping costs are the responsibility of the customer
  • Shipping costs for replacement items are the responsibility of the customer

NON-RETURNABLE ITEMS

The following items are not eligible for return or refund:

  • Made-to-order products (including custom sizes such as apparel above 3X, leashes, and collars)
  • Sale items (final sale)

EXCHANGES

The fastest way to exchange an item is to return the original item (if eligible).

Once the return is accepted, the exchange will be processed.

Shipping cost for the replacement product is the responsibility of the customer.

Exchanges apply to requests for different items, colors, or sizes.
Replacement items issued due to manufacturing defects will be for the same product originally purchased (same style, color, and size).

If a different product, color, or size is requested, the return will be processed as an exchange and may require a new order or invoice for any price difference and shipping.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order upon delivery.

If your item is defective, damaged, or incorrect, contact us immediately at akracreations@gmail.com with photos and details.

If the issue is confirmed to be due to a manufacturing defect or fulfillment error, we will cover all related costs, including return shipping and replacement.

Approved replacements for defective items will be issued for the same product originally purchased (same style, color, and size).

Shipping & Delivery Issues

Incorrect or Incomplete Address (Customer Error)

Customers are responsible for providing accurate shipping information at checkout.

If a package is returned to us due to an incorrect or incomplete address:

  • We will notify you once it arrives back to us
  • You may request reshipment at your expense
  • If you request a refund, original shipping costs will not be refunded

If the package is lost due to an incorrect address:

  • Refunds will exclude shipping costs
  • A 15% restocking fee will apply

Packages Lost in Transit (Not Marked as Delivered)

If a package is not marked as delivered and appears lost in transit:

  • Customers should contact the shipping carrier directly to open a missing package investigation using the tracking number
  • The carrier is responsible for locating the package and confirming its status

If the carrier confirms the package is lost:

  • Please provide confirmation from the carrier
  • Once confirmed, we will review the case and determine the appropriate resolution, which may include a replacement or refund

Packages Marked as Delivered

If a package is marked as delivered by the carrier but has not been received:

  • The carrier is responsible for confirming delivery details, including the delivery location and scan
  • Customers must contact their local post office or shipping carrier to request a delivery investigation or open a missing package claim
  • AkraCreations does not have access to additional delivery details beyond the tracking information provided by the carrier

If the carrier confirms the package was lost or misdelivered:

  • Please provide written confirmation from the carrier
  • Once confirmed, we will review the case and determine the appropriate resolution

Refunds or replacements will not be issued for packages marked as delivered unless the carrier confirms a delivery issue.

Refunds

Refunds are issued only under the following conditions:

  • Approved returns that meet all return requirements
  • Confirmed carrier loss (not marked as delivered)
  • Confirmed misdelivery by the carrier
  • Verified product defects or fulfillment errors

If approved:

  • Refunds are issued to the original payment method
  • Original shipping costs are non-refundable unless the issue is due to our error

Please allow time for your bank or credit card provider to process the refund.

Warranty

We offer a 1-year warranty for issues caused by normal use of the product.

This warranty does not cover damage resulting from misuse or use outside the intended purpose of the product.

This warranty does not cover damage caused by attaching dogs, or heavy items to external attachments such as D-rings, O-rings, or MOLLE loops. These attachment points are intended for lightweight accessories only, such as poop bag holders, clickers, collapsible bowls, or similar small items.

Warranty claims:

  • Must be submitted by the original purchaser
  • Require proof of purchase