Refund policy

Return Policy

MR Diagnostic Services (DBA Canine P4) offers a 30-day (From date of delivery) return window. Items must be new, and still sealed in the original packaging to qualify for a return. All eligible returns are subject to a restocking fee of up to 10%.

 

Something wrong with the product? All our products come with warranties and dedicated support, if something is broken, please email us at support@k9p4go.com

 

Return Exempt List:

Certain products are non-returnable under any circumstances.

·         All orders shipping outside of the US are final and are not eligible for return.

·         All refrigerated and non-refrigerated progesterone and all other test kits are not returnable in any condition.

·         All cold-shipped refrigerated items including semen extenders, and test kits are not returnable. 

·         All items used for blood draws, including Total Canine Care™ blood draw kits, vacutainers and other tubes, needles and syringes, are non-returnable in any condition. 

·         Vaginally used devices such as Artificial Insemination probes, Reusable Natural Tie Artificial Insemination Kit For Dogs, disposable catheters, and other items are not returnable. 

·         Special order items with a lead time, and dropship orders, are not able to be cancelled or returned after the order is placed. Please call ahead before placing your order for expected the lead time. 

·         Semen collection bags, collection kits, and other products directly related to collection/handling of semen are not returnable. 

·         Supplements and food items

Gift cards and store credit are not returnable or refundable

Not sure if a product is returnable?

items that are exempt from return will state so on the bottom of the product page.

 

Requesting a Return:

1.      Please email us at support@k9p4go.com including the following.

 

1.      Your Order Number: K9P4-XXXXX

2.      Reason for Return:

3.      Preferred Refund Method:

A: 100% back on a gift card to caninep4.com, minus return and original shipping cost.

B: Refund back to the original payment method minus a 10% restocking fee and return shipping.  See below for more information.

4.      Attach an Image showing items in unopened state.

 

2.      If your return is approved, we will send you a return label, and instructions on how to proceed. 

Please do not return products without an RMA or prepaid label from Canine P4, as a refund is not guaranteed.

 

Could Use some Help? We are here to serve!

We offer you a comprehensive training section on our website and we are also available via email and phone to help answer your questions. Our goal is your success. All the support you will need is always available.

Call 844-673-7378 or email support@k9p4go.com

 

3.      Inspection and Restocking Fee  

For items that are eligible for returns. 

·         Upon receipt, your return will be inspected. If it is found that the items are opened and used, your return is ineligible for a refund. You may pay to have it shipped back to you or we will dispose of the items. Please allow 3-5 business days for our team to inspect your return.

·         If items are eligible for return, A 10% restocking fee, and return shipping cost, will be deducted from your refund. Package insurance, original shipping, gift cards, promotional pricing, and K9 coins are not refundable. 

·         No restocking fee will apply for eligible returns that opt for a gift card refund rather than refund to original payment method. 

 

4.      Receiving Your Refund

Allow up to 3-5 business days for review prior to your refund, and up to 7 business days for your refund to post back to your original payment method. Refunds cannot be issued to any method other than the original payment method. Any K9 Coins generated from the original purchase will be automatically forfeited at the point of return. Approval is based on the condition and quantity of the returned items. 
 
 

 Exchanges 
If you have been offered an exchange service on your product, Canine P4 will send you a ground service shipping label, via digital PDF, to send your original system back. Once we receive notification that your returned unit has been shipped, we will ship via ground services your exchanged system to you. If you request expedited shipping the difference between the free ground service and the expedited service will be billed to you. Exchanged systems will carry the remaining warranty that was left on the original system at the time of return and is not covered by the 30 days return policy. 

Order Cancellations

We can cancel orders provided they have not been picked up by any shipment carriers or are already in transit.

If the item has already been picked up and put into transit, you will have to wait for the item to deliver and then contact us to issue you an RMA and a return label. Please do not ship the product back to us without contacting customer service or your refund will be delayed.

If the item has not been picked up, we can cancel the order and refund your purchase amount minus a 3% cancellation fee.

 

 

Promotional Gift Card Policy:

If you receive a gift card as part of a promotional campaign, please allow 7-14 business days for delivery of the gift card.

If you choose to return the promotional item, the gift card will be voided. In cases where the gift card has already been used, the gift card's value will be deducted from your refund after other return deductions are applied.

Warranty

Warranty Types: Repair vs. Replacement

We offer two types of warranties depending on the product. The warranty type is listed on the product page as either a Repair Warranty or a Replacement Warranty.

Repair Warranty

• Your unit must be returned to our facility for diagnostic evaluation and repair.
• Repairs are performed free of charge, including return shipping.
• No temporary replacement unit will be provided during the repair period.
• The typical repair turnaround time is 7–15 business days from the date we receive your unit.

Replacement Warranty

• After warranty verification and return of the faulty unit, we will send you a recertified replacement in full working condition.
• Shipping is covered on both the return and replacement.
• This option provides a faster resolution than repair.

Important Note:
A repair or replacement does not extend or renew the original warranty period.

If you're unsure which warranty your product falls under, check the product listing or contact our team—we’re happy to assist.

 

Coverage

The warranty, if specified, begins on the first date of delivery.  The length of the warranty,  and warranty type (Replacement or Repair Warranty) if applicable, will be specifically listed on the product page for the item. The warranty covers the equipment from any mechanical defect or failure within the term. Additional information such as video proof, error codes, and other information is required to verify the damage or status of the instrument under warranty. If a warranty-covered defect is user-repairable and modular, we will have a replacement part shipped to resolve the issue and guide the user on replacement.

The warranty covers defect and catastrophic failure in software and hardware of the device during normal use within the listed warranty period, while used under operating and environmental conditions as described in the item’s manual or specifications. Use outside of those conditions will render the warranty void. Attempting to repair any devices outside of guidance from CanineP4.com will render the warranty void.

Exclusions

Instrumentation must be located in a non-static environment. We highly suggest you use a grounding mat. Static charges can and do damage electronic equipment. To avoid these damaging electrical charges please use solid wood or plastic table to run your system on, avoid carpet, steel, or other static conductive surfaces. Your system warranty will not cover damage caused by static charges due to carpet or other highly chargeable surfaces.

Water and other liquids can also cause damage if spilled on the instrument. Liquid spills are not covered under the warranty.

Damage caused by user-error, environment, adverse weather, animals, and accidents are not covered under warranty.

Instruments warranties are not covered for mobile use unless transported in a custom-fit hard-shelled case. If you are using your system in a mobile manner MRDS does offer custom fit cases to protect from motion and impact damage.

Instruments warranties do not cover instrument failures caused by instruments that have been powered during transit. These instruments are precision systems that are designed to be run on a stable surface. 

Non-approved UPS, battery, or backup power systems can void the warranty. Non-OEM replacement power transformers and power supplies can void the warranty. If you have a power-related problem please call our technical support department and we will make sure we get you the correct replacement product. 

Disassembling or making physical changes to your instrumentation for any reason will void all warranty coverage.

Inaccurate results due to issues in sample handling, process, or general usage are not covered.

Caninep4.com is not liable for any cost incurred to the user (including travel to and from a veterinarian office or testing facility, additional cost of testing, loss of litter, failed pregnancy) due to incorrect use of the equipment, poor interpretation of results, or use of any equipment beyond its stated qualifications.

 

1. Extended Warranty Coverage 

The Canine P4 extended warranty program covers the replacement of defective units under normal use with another identical model in recertified condition. The warranty covers any defects that occur under normal use, including but not limited to touchscreen inoperability, power not turning on, optical LED failure, main board failure, software freezes or corruption, memory failure, tray mechanism failure, and other defects that occur through normal use. 

 

1. Limitations and Exclusions 

The following are not covered by the warranty: 

• Damage resulting from unauthorized modification of the product. 
• Damage incurred from negligence, accidental drops, spills, or static, improper storage conditions. 
• Human model Finecare units are not able to be covered by the extended warranties or for use with veterinary testing. 
• Damage from static electricity resulting from placing the instrumentation on metal, upholstered, carpeted, or in areas with excess static discharge. 
• Damage incurred by systems ran in ambient temperatures below 50 degrees Celsius or over 86 Fahrenheit our outside of listed environmental specifications
• Water and other liquids spilled on the instrument. 
• Damage resulting from mobile use of the device, in a vehicle, or other portable environment unless an exception is provided by a CanineP4 authorized representative. 
• Non-OEM replacement power transformers, supplies, and cables void the warranty. 
• Disassembling, tampering with internal components, or making physical changes or modifications to your instrumentation for any reason will void all warranty coverage. 
• Inaccurate results due to errors in sample handling or test processing. 

 

1. Other Information 

• The warranty coverage is limited to 1 replacement or repair in any given warranty term of any length. Any failures beyond this are not covered as the terms of the warranty have been fulfilled. CanineP4 reserves the right to deny warranty extensions to anyone. 
• A video showcasing the condition of the instrument, proof of serial number, or other information may be required to qualify for warranty. 
• Warranty coverage includes all shipment costs with standard ground shipping. Any expedited shipment is subject to approval and payment for the services. An RMA is required from an authorized CanineP4 customer service representative before return shipment and replacement. All labels will be generated and provided by CanineP4, do not ship with your own labeling. 
• The warranty is good for the listed term starting on the day of the payment of the warranty purchase. If the machine is still under warranty, the extended warranty starts the day that the original warranty expires. 
• Warranty coverage and extensions for instruments outside or beyond their original manufacturer warranty are subject to approval by a representative of CanineP4. A video, proof of serial number, or other information may be required to qualify for warranty if the machine’s original warranty has lapsed. Lapsed warranty extensions do not take effect until 30 days after your warranty is approved by Canine P4. 

This document is a legal agreement between the purchaser and CanineP4. By check-marking the terms and conditions on checkout, you agree to the terms and conditions set forth in this document. 

PRICE MATCH POLICY

Find a lower price? Ask about our price match policy!

 

To qualify for a price match;

1. Take a screenshot of the competitors price or checkout, or provide the link to the item webpage.

2. Attach and email to support@k9p4go.com or call 844-673-7378.

3. We will match or beat the price and send you a custom invoice.

 

Price match terms and conditions:

An official quote or estimate from the seller may be required if checkout is not enabled for the item through their website. Quotes, pricing, or written estimates will not be honored if dated older than 2 months from the price-match inquiry date.

Price matching is not applicable after an order has been placed. 

Price match applies to identical product offerings. Additional items not offered by the competitor, including bundles, free test kits, and and warranties, will result in a higher price than the competitor as more products are included. 

Shipping and additional items are not able to be discounted under a price-match.                                                   Under no circumstance will CanineP4.com price-match below set manufacturer minimum pricings.                        Trade-ins are excluded from price matching.                                                                                                         To qualify for a price match the quote must originate from an authorized U.S based website and distributor and the device(s) must be shipped from within the United States.

PRICE PROTECTION:

www.Caninep4.com retains the ability to change pricing on products at any given time.