Refund policy

REFUND POLICY

Last updated: April 7, 2026

At The Box Bark, we want you and your dog to be completely satisfied with your purchase. If things aren't quite right, we are here to help.

1. Returns Period

We have a 14-day return policy, which means you have 14 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.

2. How to Initiate a Return

To start a return, please contact us at info@theboxbark.com.

  • Path A: Damages and Issues (Faulty or Wrong Items) Please inspect your order upon reception. If the item is defective, damaged, or you receive the wrong item, contact us immediately. To process a claim for a faulty item, you must provide clear photographic or video evidence of the issue. Once verified, we will arrange for a full refund or a free replacement at no extra cost to you.

  • Path B: Change of Mind If you wish to return an item for any other reason, please contact us for authorization. We are pleased to offer Complimentary Returns for our UK customers. We will provide you with a prepaid return shipping label and instructions on how to send your package to our secure Royal Mail PO Box.

Important: Items sent back to us without first requesting a return will not be accepted. Do not send returns to the manufacturer's address listed on the packaging, as we will be unable to process your refund.

3. Exceptions / Non-returnable Items

Certain types of items cannot be returned, such as perishable goods (e.g., dog treats), custom products (e.g., personalized items), and personal care goods. We also do not accept returns for hazardous materials or flammable liquids. Unfortunately, we cannot accept returns on sale items or gift cards.

4. 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.

5. 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 justification. The item must be in its original condition and packaging.

6. Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@theboxbark.com.