Refund policy
Return & Refund Policy
Last updated: October 2026
At Biscuits & Walks, we want you and your dog to be happy with every order. If something isn’t right, we’re here to help.
30-Day Returns
You can request a return within 30 days of delivery. To be eligible, your item must be unused, in its original condition and in its original packaging.
How to Start a Return
- Email us at info@biscuitsandwalks.com with your order number and the reason for your return.
- Include photos if your item arrived damaged, defective or incorrect.
- We’ll reply within 1 to 3 business days with the next steps and, if needed, the return address.
Please do not send any items back before you’ve received our confirmation. Returns sent without approval may not be processed.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or not as described, contact us within 14 days of delivery with photos. We’ll gladly send you a replacement or a full refund, including the original shipping costs. In many cases you won’t need to send the item back.
Return Shipping
For returns because you changed your mind, the return shipping costs are paid by the customer and are non-refundable. We recommend using a trackable shipping service, as we can’t take responsibility for items that get lost on the way back to us.
Items That Can’t Be Returned
- Opened consumable or hygiene products, such as the paw cleaner foam, unless the item is defective
- Personalized or custom-made items, unless they are defective or incorrect
- Items returned after 30 days
Refunds
Once we’ve received and checked your return, we’ll let you know by email. Approved refunds are issued to your original payment method within 5 to 10 business days, depending on your bank or card provider. Original shipping costs are refunded only if the item was damaged, defective or incorrect.
Exchanges
Need a different size or color? Email us and we’ll help you with an exchange, subject to availability.
Late or Missing Refunds
If you haven’t received your refund after 10 business days, check your bank account first, then contact your bank or card provider. If you still haven’t received it, email us at info@biscuitsandwalks.com and we’ll look into it.
Questions?
We’re a small independent shop and we answer every email personally. Contact us at info@biscuitsandwalks.com.