Refund policy

At Ackkord, we want you and your pet to be satisfied with every purchase. If something is not right with your order, please contact our customer support team, and we will assist you in accordance with the policy below.

1. Return Window

We accept eligible return requests submitted within 30 days of delivery.

To qualify for a return, the item must:

Be unused, unworn, and unwashed
Be in its original condition and packaging
Include all original tags, accessories, manuals, and components
Show no signs of pet hair, stains, odors, damage, or use
Be accompanied by valid proof of purchase

Return requests submitted more than 30 days after delivery may not be accepted.

2. Non-Returnable Items

For hygiene, health, and pet safety reasons, we cannot accept returns for:

Items that have been used, worn, washed, altered, or damaged after delivery
Items containing pet hair, stains, odors, scratches, or other signs of use
Opened hygiene-sensitive or personal-care products
Customized or personalized products
Gift cards
Items marked as final sale or non-returnable at the time of purchase
Items missing their original packaging, tags, accessories, or components

This does not affect your rights when an item arrives damaged, defective, incorrect, or materially different from its description.

3. How to Request a Return

To request a return, email us at support@ackkord.com within 30 days of delivery.

Please include:

Your full name
Your order number
The item you would like to return
The reason for the return
Clear photographs if the item is damaged, defective, or incorrect

Our customer support team will review your request and normally respond within 1–2 business days.

Once approved, we will provide the appropriate return address and return instructions by email.

Do not send a return to our business address unless our support team specifically instructs you to do so. Returns sent without prior authorization may not be accepted or refunded.

4. Return Packaging

Approved returns must be securely packaged to prevent damage during transit.

Where possible, please include:

The original product packaging
All accessories and included components
A copy of your order confirmation or invoice
The return authorization information provided by our support team

Ackkord is not responsible for damage caused by inadequate return packaging.

5. Return Shipping Costs

Return shipping costs depend on the reason for the return.

Damaged, Defective, or Incorrect Items

When an item arrives damaged, defective, or different from what you ordered, Ackkord will cover the approved return shipping cost.

Change of Mind or Incorrect Selection

For returns caused by a change of mind, an incorrect size or variation selection, or another reason unrelated to a product defect, the customer is responsible for the return shipping cost.

Original shipping charges are non-refundable unless the item was damaged, defective, incorrect, or otherwise required by applicable law.

We do not charge a restocking fee for eligible returns.

6. Damaged, Defective, or Incorrect Orders

Please inspect your order as soon as it is delivered.

If your order arrives damaged, defective, incomplete, or incorrect, contact us at support@ackkord.com and provide:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the shipping packaging and label, when applicable

After reviewing the information, we may offer a replacement, refund, or another appropriate solution.

Please keep the product and its packaging until your request has been fully resolved.

7. Refunds

Once your returned item has been received and inspected, we will email you with the result of the inspection.

When a refund is approved, it will be issued to the original payment method within 10 business days.

Your bank, credit card provider, or payment processor may require additional time to post the refund to your account.

If more than 15 business days have passed since your refund was approved, contact us at support@ackkord.com.

8. Order Cancellations

To request an order cancellation, contact support@ackkord.com as soon as possible and include the following subject line:

Order Cancellation – [Order Number]

Orders may only be cancelled before they have been processed or shipped.

Once an order has entered processing or has been shipped, cancellation may no longer be possible. After delivery, you may request a return in accordance with this policy.