Refund policy

 

 

What's the deal with returns?

We are confident you will love your Bisous products so make sure you test them out on walks and adventures with your dog. However we understand that sometimes things just don’t work out. We will happily provide you a full refund (excluding original shipping costs and custom import fees) within 60 days from date of purchase if a product isn't right for you or your doggo.

If you use a promotional code to purchase a product(s) in which you later wish to return, and the price has returned to normal, you will only be refunded the amount that you paid.

Any items marked and sold as ‘Final Sale’ / 'Imperfect' are non-refundable and cannot be exchanged or returned.

All refunds are returned to the original payment method you used when you completed your order.

Are there any conditions or catches with returns?

All we ask is that you return your item(s) within 60 days from the date of purchase and that returned goods should be without significant damage.  During the 60 days we encourage you to try your Bisous products out with your dog as reasonable wear and tear is acceptable.

Bisous reserves the right to reject items that do not comply with the above requirements. Any items that do not comply with our return policy once received by us, will be sent back to the sender at their own cost.

Do you offer exchanges?

Bisous Pets is unable to offer direct exchanges. We ask our customers to return the merchandise for a refund and place a new order for the preferred item(s) at your earliest convenience.

What if my item(s) are damaged or faulty when I receive them?

If your item(s) are damaged or defective in any way when you first receive them, please refer to our Warranty Policy for information on our 12 month warranty on all products.

How do I send a return back to you?

Once you contact us to initiate a return we will email you the return shipping address, the return shipping costs are your responsibility.  

Please note - Bisous is not liable for the loss or damage of items in return transit. We recommend retaining proof of postage, using a trackable delivery service, returning items in secure packaging and consider insuring the goods against loss or damage in transit. 

RETURNS PROCESS

1. Please email us at hello@bisouspets.com to initiate the return, make sure to include your order number, item(s) you wish to return, and the reason for returning. 

2. We will email you the return address and request that you return the item(s). Please note returns are eligible within 60 days from the purchase date and you are responsible for the return shipping costs.

3. We recommend retaining proof of postage, using a trackable delivery service, and returning items in secure packaging as Bisous is not liable for the loss or damage of items in return transit.

4. Once your returned item(s) have been inspected, your refund will be processed to your original payment method and you will receive a confirmation email. If there are any issues, we will get in contact with you.

How do I cancel my return request?

Don’t worry if you accidentally requested a return or simply changed your mind. Just send us an email at hello@bisouspets.com with your email address and return confirmation number and we will cancel it for you.

Can I return items purchased through Afterpay?

All purchases made through Afterpay can be returned per our standard Refund Policy and Returns Process (see above). If your return meets our requirements, Bisous will process your return as normal and Afterpay will adjust your payment schedule accordingly.

If you have made a payment already, Afterpay will credit amounts back to the card you purchased from. You will receive an email from Afterpay once the refund has been processed to communicate any changes to your payment schedule.