Terms & Conditions

Return Policy

For Custom Products

Once the process of creating a brace has begun, KVP Custom Orthotics DOES NOT offer a full refund. However, if a refund is requested prior to KVP CO beginning fabrication on your custom brace, including molds made from casting kits, a full refund can be requested.

KVP Custom Orthotics will not offer a refund, exchange, or return on a custom-made device unless the customer’s veterinarian and a KVP CO representative have concluded that the brace is an improper molding/fit or a manufacturer’s defect. All brace charges will be collected immediately, before a casting kit is sent. KVP Custom Orthotics guarantees proper fit of the manufactured brace, and will make every attempt to adjust the device free of charge (minus shipping charges from purchaser) during the warranty period.

If we cannot get the brace to fit properly, we will provide a 50% refund for the original cost of the device. KVP CO does not offer refunds for refusal of your pet to wear the brace. Shipping charges will not be refunded. No refund will be granted for any custom brace that does not fit properly due to an inadequate mold supplied to KVP Custom Orthotics. If an improper mold is sent, KVP CO will contact the purchaser for a new mold to be supplied. KVP CO does not refund any rush fees associated with a device for any rush order. If the purchaser simply does not want to use the device for reasons other than improper fit or function, KVP CO will not offer a refund. KVP CO will not offer a refund if the wrong type of brace was ordered.

A KVP CO representative must conduct a visual inspection of the brace before a partial refund can be granted for improper fit. This may include photos or video, as well as live conferencing.

For Non-Custom Products (Braces and Other)

Once the brace leaves the veterinary clinic, KVP International (KVP) reserves the right to refuse offer of full refund. Refunds will only be honored if, during the initial fitting, the brace is determined to be a poor fit, and/or the brace is affecting the health or healing of the patient, and/or there is a manufacturer’s defect.

KVP will not offer a refund, exchange, or return on a Balto® brace unless, prior to the patient leaving the clinic with the brace, a veterinarian and a KVP representative conclude that the brace is an improper molding/fit or a manufacturer’s defect. If after taking possession of the brace, the patient develops further harm to the affected limb or injury site, and a veterinarian determines that the Balto® brace is at fault, a full refund will be issued. All brace charges will be collected immediately. KVP does not offer refunds for refusal of your pet to wear the brace. Shipping charges will not be refunded. No refund will be granted for any brace that does not fit properly due to improper fitting from the veterinarian, although exchanges will be honored. KVP does not refund any rush fees associated with a device for any rush order. If the purchaser simply does not want to use the device for reasons other than improper fit or function, KVP will not offer a refund.

We recommend that a KVP representative conduct a visual inspection of the brace before a partial refund can be granted for improper fit. This may include photos or video, as well as live video conferencing.


Warranty

For Custom Products

The device received is warranted to be made to your pet's individual measurements, properly aligned and corresponding to your pet's anatomical condition at the time of measurement. Patient evaluation, consultation, design, fitting and follow-up adjustments are provided for 60 days at no additional cost to you, unless there is a change in your pet's physical condition. After 60 days, you are responsible for any charges for adjustments or modifications made to your pet's device. Services may be necessary for reasons such as changes in your pet's physical condition, functional capabilities, or wear and tear/damage to your pet's device. Charges of this nature vary depending on material costs and time for services rendered.

The 60-day warranty becomes VOID if: The device has been independently adjusted, repaired or altered without consent from KVP CO. The device or any of its parts have been subjected to misuse, negligence or accident, including damage from biting or chewing.

The pet owner understands it is their responsibility to see their veterinarian if special medical management or further care pertaining to the wearing of this device is necessary. Inform either your veterinarian or KVP CO should any adjustments to this device be needed. Inform your veterinarian of any change to your pet's overall health that may affect the wearing of this device.

For Non-Custom Products (Braces and Other)

Patient evaluation, consultation, design, fitting, and follow-up adjustment support are provided for 30 days at no additional cost, unless there is a change in the animal’s physical condition. After 30 days, KVP is no longer responsible for any refunds or exchanges. Services may be necessary for reasons such as changes in your pet's physical condition, functional capabilities, or wear and tear/damage to your pet's device. Charges of this nature vary depending on material costs and time for services rendered.

The 30-day warranty becomes VOID if: The device has been independently adjusted, repaired or altered without consent from KVP. The device, or any of its parts, have been subjected to misuse, negligence or accident, including damage from biting or chewing.

The pet owner understands it is their responsibility to see their veterinarian if special medical management or further care pertaining to the wearing of this device is necessary. The veterinarian or KVP must be informed should any adjustments to this device be needed. The pet owner assumes responsibility for informing their veterinarian of any change to their pet's overall health that may affect the wearing of this device.