Refund policy
Return & Refund Policy
At BuddyOra, you have 30 days from the date you receive your order to request a return if the product does not meet your expectations.
At a Glance
🎁 Free Returns — On Every Order, With No Minimum Purchase.
Return window: 30 days after delivery.
Return shipping: Free (0 €)
All returns are free of charge, including returns due to a change of mind, an ordering mistake, or a product that is not suitable for your pet.
Defective or incorrect products: Free (0 €)
If your product is defective, damaged upon arrival, incorrect, or not as described, BuddyOra covers all return shipping costs.
Refund processing: Within 48 business hours
After we receive and inspect your returned product.
No restocking fees.
No reason required for returns due to a change of mind, an ordering mistake, or a product that does not suit your pet.
Exchanges available within 30 days.
Legal Right of Withdrawal
Our voluntary 30-day return policy supplements and extends the statutory right of withdrawal applicable to distance purchases.
Where this right applies, you have a legal period of 14 days from receiving your product to inform us of your decision to withdraw from the purchase, without giving any reason.
You may exercise this right by sending a clear statement to:
or through our contact form.
Our voluntary 30-day return policy does not limit your statutory rights.
How to Return a Product
1. Contact Us
Before sending your product back, please contact:
Please include:
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Your order number;
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The item or items you wish to return.
We will provide return instructions and the appropriate return address for your order.
2. Prepare Your Product
You may open, handle, and test the product as reasonably necessary to check its nature, characteristics, and proper functioning.
Please return the product:
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With its original accessories and components;
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Properly protected for shipping;
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In its original packaging, if possible.
Normal handling necessary to inspect the product does not prevent a return.
However, if the product has lost value due to use or handling beyond what is necessary to inspect it, a deduction corresponding to that loss in value may apply where permitted by law.
3. Ship Your Return
Please follow the instructions provided by our customer service team.
All returns within our 30-day return window are completely free of charge.
This includes returns due to a change of mind, an ordering mistake, or a product that does not meet your expectations.
No return shipping fees or restocking fees will be charged.
If your product is defective, damaged upon arrival, incorrect, or not as described, BuddyOra also covers all return shipping costs.
We recommend keeping your proof of shipment and tracking number until your refund has been completed.
Refunds
Once we receive and inspect your returned product, BuddyOra processes your refund within 48 business hours, provided the return conditions are met.
Unless otherwise agreed, refunds are issued to the original payment method used for your purchase.
Returns are free. No return shipping fees or restocking fees will be deducted from your refund.
After BuddyOra issues your refund, it may take a few additional days for the funds to appear in your account, depending on your bank or payment provider.
Refunds Under the Legal Right of Withdrawal
If you exercise your statutory right of withdrawal, your refund will be processed in accordance with the deadlines and requirements established by applicable law.
Where required by law, the original standard delivery charges will also be refunded.
Additional costs resulting from your choice of a delivery method more expensive than our standard delivery option may not be refundable.
For purchases of goods, we may withhold reimbursement until we have received the returned product or you have provided proof of sending it back, whichever occurs first.
Return shipping remains free when you exercise your statutory right of withdrawal.
Exchanges
Would you prefer a different size, color, or product?
Contact us within 30 days of receiving your order:
Return shipping for exchanges is free, including exchanges requested for personal preference.
If an exchange is necessary because the product is defective, incorrect, or not as described, BuddyOra covers all return shipping costs.
Damaged, Defective, or Incorrect Products
If you receive a product that is:
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Damaged;
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Defective;
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Different from what you ordered;
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Or not as described,
please contact us as soon as possible:
Please provide:
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Your order number;
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A brief description of the issue;
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A few photos, if possible, to help us quickly understand the situation.
We will review your request and offer an appropriate solution: assistance, replacement, reshipment, or refund, depending on the circumstances and your applicable rights.
In these cases:
✓ Return shipping covered by BuddyOra
✓ No cost to you
These provisions do not limit your rights under the statutory guarantee of conformity or any other applicable legal guarantees.
Order Cancellation
Would you like to cancel your order?
Please contact us as soon as possible:
If your order has not yet been prepared or handed over to the shipping carrier, we will do our best to cancel it.
If your order has already been shipped, you may request a free return after receiving it, in accordance with the conditions described on this page.
Return Address
Please contact us before sending any return.
We will provide the appropriate return address and instructions for your order.
Return shipping is completely free of charge.
To avoid misdirected parcels or delays in processing your refund, please do not send your package to another address without first confirming the return instructions with our customer service team.
This procedure does not limit your right to exercise your statutory right of withdrawal.