KERx Special Needs Nutrition

Refund Policy

Return Policy
We accept returns and exchanges.

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).

Please do not send your purchase back to the manufacturer.

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

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 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: 3910 Delaney Ferry Rd, Lexington, Kentucky, US, 40383.

Shipping
To return your product, you should mail your product to: ATTN: Order Returns, 3910 Delaney Ferry Rd, Lexington, Kentucky, US, 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 trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.