Refund policy

Last updated: 9 November 2025

Right of Withdrawal (14 Days)

Under EU and Belgian consumer protection law (EU Directive 2011/83/EU), you have the right to cancel your purchase within 14 days of receiving your order, without giving any reason.

How to Exercise Your Right of Withdrawal

You may also use the EU Model Withdrawal Form at the bottom of this page.

Return Process

1. Request your return within 14 days of delivery (via order email, account, or return@bisoudog.com)
2. Receive your prepaid return label via email within 24 hours
3. Print the label and attach it to your package
4. Package items securely with original packaging when possible
5. Drop off at the carrier location shown on your label (check label for specific carrier—may differ from delivery carrier)
6. Tracking updates automatically once your return is in transit

Return Shipping Costs

All returns ship free. We provide a prepaid return label for every return request at no cost to you.

This applies to all EU countries we ship to, regardless of your reason for return.

Condition of Returned Items

You may inspect and test products as you would in a physical shop to establish their nature, characteristics, and functioning.

Acceptable handling includes:

• Trying a harness or collar on your dog briefly
• Testing a toy for a few minutes
• Inspecting bedding, bowls, or accessories
• Trying on clothing items on your dog

Items should be returned in resalable condition:

• Please keep all packaging, tags, and accessories when possible
• Items should not be excessively used, soiled, or damaged
• Normal inspection and testing is acceptable

Diminished Value

We may deduct an amount from your refund if the goods show diminished value due to handling beyond what is necessary to inspect and test the product.

Examples that may result in deduction:

• Using a product for several days or weeks
• Returning items excessively soiled or damaged
• Missing original packaging, tags, or accessories when avoidable
• Damage caused by misuse or negligence

We will inform you of any deductions before processing your refund.

Exceptions to Right of Withdrawal

Under EU law (Article 16(e) of Directive 2011/83/EU), the right of withdrawal does not apply to:

• Sealed products for health protection or hygiene reasons that have been unsealed after delivery, including:
  • Food items, treats, and supplements
  • Shampoos, grooming products, and wipes
• Personalised products made to your specifications, including:
  • Custom engraving
  • Made-to-order items

Important: Products delivered unsealed, damaged, or defective can always be returned, regardless of the above exceptions.

Refund Processing

Timeline

We will process your refund within 14 days after receiving and inspecting the returned items, in compliance with EU consumer law.

What We Refund

• The full purchase price of returned items
• Standard delivery costs ONLY if you return your entire order.

We will NOT refund

• Delivery costs if you keep part of your order
• Premium or express delivery charges if you chose faster shipping than our standard option

Refund Method

All refunds are processed to your original payment method. You'll receive your refund within 5-7 business days of us receiving and inspecting your return.

Refund Delivery

Once processed, please allow 5-10 business days for the refund to appear in your account, depending on your payment provider.

Exchanges

We do not offer direct exchanges. To exchange an item:

1. Return the original item for a refund following the process above
2. Place a new order for the desired item

This ensures you receive your preferred item as quickly as possible.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item:

1. Contact us at return@bisoudog.com within 7 days of delivery
2. Include photos of the item, any defects, and the packaging
3. Save all packaging materials and products
4. We will provide a prepaid return label or arrange for collection at no cost to you
5. A full refund or replacement will be issued upon receipt of the item

Legal Guarantee (2 Years)

Under EU and Belgian law, you have a legal guarantee of conformity for consumer goods.

Your Rights

• Products must conform to the description and quality advertised
• You have 2 years from delivery to report defects under Belgian law
• We will repair, replace, reduce the price, or refund defective products

This legal guarantee is separate from and in addition to your 14-day right of withdrawal.

Lost or Stolen Packages

Our Responsibility

Under Belgian and EU law, we remain responsible for goods until they are delivered to you. If a package is lost or stolen during transit, we will work with the carrier to resolve the issue.

If your package is lost in transit

1. Contact us immediately at hello@bisoudog.com
2. We will file a claim with the shipping carrier
3. Once the carrier confirms the loss, we will issue a full refund or send a replacement at no cost to you

If your package shows as "delivered" but you did not receive it

1. Check with neighbors, building management, or household members
2. Contact the carrier to confirm the delivery location
3. If the package cannot be located within 48 hours, contact hello@bisoudog.com
4. We will investigate with the carrier and resolve the issue

Carrier investigations may take 5-10 business days. We will keep you informed throughout the process.

Order Cancellations

Before Shipment

You may cancel your order at any time before it ships by emailing hello@bisoudog.com. If your order has not been processed or shipped, we will cancel it and issue a full refund.

After Shipment

Once an order has shipped, it cannot be cancelled. You may exercise your 14-day right of withdrawal by:

• Refusing delivery when the carrier attempts delivery, or
• Accepting delivery and returning the items within 14 days following our standard return process

EU Model Withdrawal Form

You may use the EU standard withdrawal form below, although it is not mandatory. You can also send any clear statement of withdrawal to return@bisoudog.com.

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To: Bisou Dog, return@bisoudog.com, Frans Birontlaan 3/5, 2600 Antwerp, Belgium

I hereby give notice that I withdraw from my contract for the following goods:

- Order number: _______________

- Ordered on: _______________

- Received on: _______________

- Consumer name: _______________

- Consumer address: _______________

- Consumer signature (only if on paper): _______________

- Date: _______________

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Contact

For questions about returns, refunds, or our policy:

• Email: return@bisoudog.com
• General inquiries: hello@bisoudog.com
• Phone: +32 495 23 72 61
• Response time: Within 24 hours, Monday–Friday

Company Information

Bisou Dog (trade name of MELA consulting comm v)

Frans Birontlaan 3/5

2600 Antwerp

Belgium

Company Number: 0740.734.164

VAT: BE0740.734.164

Consumer Protection

For consumer disputes, you may contact:

Belgian Consumer Ombudsman

Ombudsdienst voor Consumenten / Service de Médiation pour le Consommateur

North Gate II

Koning Albert II-laan 8 bus 1

1000 Brussels

Belgium

Website: www.consumerombudsman.be

EU Online Dispute Resolution

EU consumers can access the ODR platform at: https://ec.europa.eu/consumers/odr

Belgian Economic Inspection

FOD Economie - Algemene Directie Economische Inspectie

Website: https://economie.fgov.be