Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at woof@bonetasticbox.co.uk. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at woof@bonetasticbox.co.uk.

PLEASE NOTE: All Dog Toy items are non-refundable and all personalised items are non-refundable.

Items that are still in their original packaging and unopened, such as dog treats, ball launcher can be returned. Please send your items back to us. There is no need to send them via Special Delivery but we would advise obtaining a Proof of Posting from your post office. Any item which has had its label taken off or has been used will not be refunded.

Dog Toys

We do not offer refunds or replacements for any toys that have been chewed or damaged during use.

While we carefully select quality products, no toy is completely indestructible, and it is the owner's responsibility to supervise their pet and choose appropriate toys based on their dog’s chewing habits.

Any damage caused by chewing is considered wear and tear and is not covered under our returns policy.

Thank you for your understanding.

If you believe a toy arrived damaged or faulty before use, please contact us within 7 days of receipt with your order number and photos so we can review the issue.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Other certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at woof@bonetasticbox.co.uk.