Refund policy

Refund Policy

We want you and your pet to love your Bellhound order. You have 30 days from the date your order is delivered to request a refund, under the conditions below.

1. Damaged, defective or wrong item
If your order arrives damaged, defective, or isn't the item you ordered, contact us within 30 days of delivery. We'll send a replacement or issue a full refund, and you won't need to send the item back.
To make a claim, email support@bellhound.com with:
- Your order number
- A clear photo or short video showing the issue (for example, the damage, or the toy not turning on after being fully charged)
Claims without photo or video proof can't be approved.

2. Changed your mind
If you're not satisfied for another reason, you can return the item within 30 days of delivery for a refund. To be eligible:
- The item must be unused, in the same condition you received it, and in its original packaging with all parts included (inner ball and charging cable)
- You must contact us first at support@bellhound.com to receive return instructions and the return address. Items sent back without contacting us first won't be accepted.
- Return shipping costs are the customer's responsibility and are non-refundable
Your refund will be issued once we receive and inspect the returned item.

3. Items we can't refund
- Items that have been chewed, scratched, torn or damaged by a pet or through normal wear and tear after delivery
- Items returned without all original parts
- Orders reported as not received when tracking shows the package was delivered to the address provided at checkout, unless Shipping Protection was purchased (see our Shipping Policy)

4. Shipping Protection
The Shipping Protection fee is non-refundable once the order has shipped.

5. How refunds are issued
Approved refunds are issued to the original payment method. Depending on your bank or card provider, it may take several business days to appear on your statement. One refund or replacement is issued per order.

6. Fair use
To keep our prices fair for everyone, we may decline requests that show signs of abuse, such as repeated claims on multiple orders or claims that don't match the evidence provided.

7. Before contacting your bank
If something is wrong with your order, please contact us first at support@bellhound.com. We reply to every request and will work with you to make it right. This is usually faster than opening a dispute with your bank.

Questions? Contact us at support@bellhound.com.