Refund policy

💸 Refund & Returns Policy

Last updated: July 25, 2025

We want you (and your dog) to be happy. If something’s not right, we’ll do our best to fix it — as long as the item is unopened.

✅ Eligible for Refund

You may request a refund if:

  • The product is unopened, unused, and in its original packaging

  • The request is made within 14 days of delivery

  • You provide a valid order number or receipt

❌ Not Eligible for Refund

We do not accept returns or refunds on:

  • Opened or used items (no exceptions)

  • DNA kits that have been opened or registered

  • Gift cards or final sale items

📬 How to Start a Return

Email support@bone.shop with:

  • Your order number

  • A brief reason for the return

  • A photo of the unopened product (if possible)

We’ll respond within 1–2 business days with next steps.

Customers are responsible for return shipping unless the return is due to an error on our end.

💰 Refund Process

Once we receive and inspect your return:

  • A refund will be issued to your original payment method

  • Processing time is usually 5–10 business days

  • Original shipping costs are non-refundable

🐾 Still have questions?

Reach out anytime at support@bone.shop. We’re here to help — not to hound you.