Refund policy

Bonekind Return and Refund Policy

Welcome to Bonekind. We’re committed to your satisfaction and the well-being of your dog. This policy outlines our approach to returns and refunds for all products on our store (bonekind.co.uk), in line with UK consumer law (Consumer Rights Act 2015 and Consumer Contracts Regulations 2013). As food products, we prioritise hygiene and safety, so returns are limited to specific circumstances. We aim to make this process as simple as possible.

1. Your Legal Rights (What the Law Entitles You To)
Under UK law, you have the right to a refund, repair, or replacement if your order is:
•  Faulty: Not of satisfactory quality, unfit for purpose, or not as described (e.g., damaged in transit, incorrect item, or spoiled).
•  Misdescribed: Doesn’t match the product description on our site (e.g., wrong flavour or size).
•  Timeframe: Report issues within 30 days of delivery for a full refund (or repair/replacement if preferred). After 30 days, we may offer a partial refund or credit, depending on the fault.
•  How to Claim: Contact us at support@bonekind.co.uk with your order number, photos of the issue, and reason. We’ll respond within 2 working days and process refunds within 14 days of receiving evidence or returned items.
•  Delivery Costs: We cover return shipping for faulty items; you pay for non-faulty returns.
For pre-orders (shipping from 1 Dec), these rights start from delivery date. We’re not responsible for delays due to courier errors, but we’ll help resolve them where possible.

2. Returns for Non-Faulty Items (Change of Mind)
As perishable food products, we cannot accept returns for hygiene reasons unless the item is unopened and sealed. If you change your mind:
•  Cooling-Off Period: 14 days from delivery to notify us, plus 14 days to return (Consumer Contracts Regulations 2013).
•  Condition: Must be unopened, unused, and in original packaging.
•  Cost: You pay return shipping (approx. £4.99 via Royal Mail). We’ll refund the item cost, but not original shipping or returns shipping.
•  Exceptions: No returns for personalised items, opened food, or if the seal is broken.
To return: Email support@bonekind.co.uk for a label. We’ll inspect on receipt and refund within 14 days.

3. Refunds Process
•  How We’ll Refund: To your original payment method (e.g., card, PayPal). Expect 3–5 business days for processing.
•  What We Refund: Full item price + original shipping (if faulty). No refund for non-returnable items.
•  Lost or Delayed Orders: If your order is lost, we’ll resend or refund once confirmed by the courier (usually 10–14 days).
•  Incorrect Delivery: If we send the wrong item, we’ll cover all costs for return and replacement.
All refunds exclude VAT if applicable (already included in prices).


4. Contact Us
Questions? Email support@bonekind.co.uk
We’re here to help, your dog’s happiness and customer satisfaction is our priority.

Last updated: 10 November 2025.