Refund policy
Return Policy
We accept returns.
Returns
We will make every reasonable effort to ensure our customers’ satisfaction.
Please contact us within 10 days of receiving your order in order to arrange for a refund or exchange.
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, unopened packaging.
To complete your return, we require a receipt or proof of purchase showing that the product was purchased directly from Kentucky Equine Research (KER).
There are certain situations where only partial refunds may be granted:
- Any item not in its original condition, is damaged or opened for reasons not due to our error.
- Any item that is returned more than 10 days after delivery
Recurring orders (subscription orders) that have been processed and shipped are not eligible for return. Please manage your subscriptions through your online account or contact us to modify your subscription order(s) in a timely manner. We recommend ensuring that your email address is one you check frequently so that upcoming order alerts are not overlooked.
Refunds
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 store credit or refund will be issued for the value of the product.
Exchanges
We will replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@ker.com and send your item to:
Kentucky Equine Research
Returns Department
97 Industry Drive
Versailles, KY 40383
Shipping
To return your product, you should mail your product to:
Kentucky Equine Research
Returns Department
97 Industry Drive
Versailles, KY 40383
If the product arrived in a damaged, unusable condition, or if you received the product in error, KER will issue a shipping call tag.
Otherwise, you will be responsible for paying for the shipping costs of 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 shipping service that provides package tracking or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Delivery Address Changes
Requests for a change in delivery address that are received after the product has been shipped will be honored whenever possible. Time is of the essence in these cases, so please contact us as soon as possible to ensure the best chance of being able to effect the change with the carrier.
The customer will be responsible for any additional shipping charges incurred for re-routing or re-delivery of any items.
Missing Packages
If your package(s) is lost in transit or missing, please contact us within 10 days of your order date so we can open an investigation with the shipping company (UPS). If the shipper determines they were at fault for a lost package, KER will send a replacement.
KER is not responsible for any package that is lost, stolen, or misplaced after it was delivered.