Refund policy

RETURN POLICY

If something wasn’t a perfect match, we’re here to listen and help with small goodwill gestures

You have the legal right to return your order within 14 calendar days of receiving it.

 

To qualify for a return:

  • Products must be in original, unopened condition
  • All items must be complete and unused
  • Return requests must be sent within 14 days of delivery
  • You must follow the return instructions we send you

We allow you to inspect your box after delivery, but:

  • Opened toys, used items, or opened food/treats are not eligible for return
  • This is for hygiene, safety, and resale reasons

Return shipping costs are paid by you unless otherwise agreed.

Boxes must be returned complete. Partial returns are not accepted.

 

Non-returnable items

  • Used toys or damaged items
  • Opened food items or treats
  • Products no longer in resale condition
  • Boxes returned incomplete
  • Gift cards

 

If you're not satisfied

If something in your box wasn’t right:

  • Contact us within 7 days of delivery
  • We may offer a small goodwill gesture (like a bonus, discount, or future improvement)
  • You can donate unwanted products to a local shelter or send them to us (at your own cost), and we’ll pass them on to shelters we support

 

Note: Dissatisfaction with products that match your dog profile does not qualify for a refund.

 

We try to offer great value, but every dog and every box is different. Perceived value may vary. Our boxes are not designed to match a fixed retail price or include a guaranteed number of items.

They are curated for relevance, safety, and functionality, based on your dog’s profile and our expert product selection.

We believe that what matters is what’s right for your dog. Not how many items fit in the box.

 

Damaged items

If something arrives broken, tell us quickly so we can fix it.

Contact us at hello@iknowmydog.be within 48 hours.

 

Include:

  • Your order number
  • A short description
  • Clear photos

Depending on the case, we may:

  • Offer a replacement
  • Offer store credit

Damage reported after 48 hours or caused during use is not eligible for refund.

 

How to return

  1. Email hello@iknowmydog.be within 14 days of delivery
  2. Include your name and order number
  3. We’ll send you return instructions
  4. You pay return shipping unless agreed otherwise

 

REFUND POLICY
If something wasn’t a perfect match, we’re here to listen and help with small goodwill gestures

Refund eligibility

Refunds are only issued for:

  • Products returned in original, unopened condition
  • Items returned within 14 calendar days of delivery
  • Returns that follow our return instructions

Boxes may be opened to inspect contents. However, individual items that have been opened, used, or are not suitable for resale will not be refunded.

 

Non-refundable items

We do not issue refunds for:

  • Opened toys, used items, or opened consumables
  • Products not in resale condition
  • Boxes that were personalised and returned incomplete
  • Gift cards

 

If you're not satisfied

Let us know within 7 days if a product didn’t suit your dog.

We’ll review your feedback and may offer a small gesture, such as:

  • A discount
  • A bonus item
  • A future box improvement

Note: Dissatisfaction with product choices that match your dog profile does not automatically qualify for a refund.

We try to offer great value, but every dog and every box is different. Perceived value may vary. Our boxes are not designed to match a fixed retail price or include a guaranteed number of items.

They are curated for relevance, safety, and functionality, based on your dog’s profile and our expert product selection.

We believe that what matters is what’s right for your dog. Not how many items fit in the box.

 

Damaged items

If something arrives broken, tell us quickly so we can fix it.
Contact us within 48 hours if your order arrived damaged.

Send:

  • Your order number
  • Description of the issue
  • Photos of the damage

If approved, we may offer:

  • Replacement
  • Store credit

Refunds are only issued for damage if the entire box is unusable.

 

Refund method

  • Refunds are processed to your original payment method
  • We issue them within 14 days after inspecting your returned products