Refund policy
Returns & Refunds Policy
We want every BONE & BOWS piece to feel right at home with your dog or cat. If something doesn't, here is how we make it right.
The Window
You have 30 days from the day your order is delivered to request a return.
How to Start a Return
Email hello@boneandbows.com with your order number, the reason for the return, and a photograph if the item is damaged or faulty. We will guide you through the next steps within one to two business days.
How Returns Work
Once we have approved your return, we will send you the address to ship it back to. You are responsible for the return postage and for getting the item to us safely — we recommend a tracked service. We cannot be responsible for items lost in transit on the way back to us.
When the item arrives and passes our quality check, we will refund the full purchase price to your original payment method within seven business days. Original shipping costs are non-refundable unless the return is due to a fault on our side.
What Can Be Returned
To be eligible for a return, an item must be:
- In its original, unused condition
- Free of pet hair, scratches, marks, or odours
- In its original packaging, with all tags attached
- Returned within the 30-day window
What We Cannot Accept
- Sale or final-sale items
- Items that have been used, worn, or washed
- Items returned without their original packaging or tags
- Items returned outside the 30-day window
If Your Order Arrives Damaged or Wrong
We are sorry. Write to us at hello@boneandbows.com within 48 hours of delivery and include a photograph. We will send a replacement or issue a full refund, including any return postage. The choice is yours.
Exchanges
We do not process direct exchanges. If you would like a different size, please return the original item for a refund and place a new order.
Guarantee
Every bed is covered by a 1-year guarantee against manufacturing defects.
Cancellations
To cancel an order, please email us as soon as possible after placing it. Because we dispatch quickly — often the same day — we can only cancel orders that have not yet been picked up by our courier. Once an order has been dispatched, it follows the standard return process above.
Your Statutory Rights
Nothing in this policy affects your statutory consumer rights under the laws of the United Arab Emirates.
Questions
Write to us at hello@boneandbows.com. We come back to every email within one business day, Monday to Friday.