Refund Policy
Last updated: October 13, 2026
At BrushBone, we want you and your dog to love your purchase. If you're not completely satisfied, our 30-day guarantee has you covered.
30-Day Money-Back Guarantee
You have 30 days from the date you receive your order to request a return and a full refund of the product price. This guarantee goes beyond the 14-day right of withdrawal granted to consumers in the European Union, which you also keep in full.
How to Request a Return
- Email us at brushbone329@gmail.com with your order number and the reason for your return.
- Our team will reply within 1-2 business days with the return address and instructions.
- Send the item back using a trackable shipping method. Please do not send items back without contacting us first, as we cannot process returns sent to the wrong address.
Return Conditions
- The item must be returned complete, with all its parts, and in its original packaging whenever possible.
- For hygiene reasons, the product should be cleaned before it is returned.
- Return shipping costs are paid by the customer, except when the item arrived damaged, defective or incorrect.
Damaged, Defective or Wrong Items
If your order arrives damaged, defective or is not the item you ordered, contact us within 14 days of delivery with your order number and a photo of the issue. We will send you a free replacement or issue a full refund, including shipping costs, at no cost to you.
Refunds
Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method within 5-10 business days. Depending on your bank or card issuer, it may take a few additional days for the refund to appear on your statement.
Cancellations
You can cancel your order free of charge before it has been shipped by emailing us at brushbone329@gmail.com. Once an order has shipped, it can no longer be cancelled, but you can still return it under this policy.
Contact Us
Email: brushbone329@gmail.com
Address: Zubigane Kalea, 48600 Moreaga, Vizcaya, Spain