Refund policy

Returns & refund policy

At Boelou, everything revolves around the well-being of you and your pet. We put a great deal of love and care into our products because we know how important your faithful four-legged friend is to you. Still, something may not turn out quite as you had hoped, and that’s perfectly okay. On this page, we’ll calmly explain how we handle returns and refunds, so you don’t have to worry about a thing.

Right of withdrawal: 30-day cooling-off period

You have plenty of time to calmly decide whether the product is right for you. You may cancel your order within 30 days of receiving it, without having to give a reason. This period starts on the day you, or someone on your behalf, receives the package.

Would you like to use this option? Then send us an email within 30 days at support@boelou.com including:

your name and order number
the item you want to return
whether you would prefer a refund or a replacement product

After registering your return, you have 14 days to actually send the product back. Return costs are your responsibility.

Changed your mind?

Changed your mind, or did the wrong item accidentally end up in your basket? Don’t worry, it happens to the best of us. In that case, return costs are your responsibility.

We only ask that you:

to leave it unused
to keep it unopened
to return it neatly in the original packaging

As soon as we receive and inspect your package, we’ll refund the purchase amount using your original payment method.

Is something wrong with your order?

We do our very best to deliver everything to you in perfect condition, but something can always go wrong. Was your product damaged in transit, did you receive the wrong item, or is something not working as it should? Please let us know.

Send us a message as soon as possible at support@boelou.com

We’ll look into what happened together with you and provide a replacement product or, if you prefer, simply give you a full refund

Not the result you were hoping for?

Every home and every pet is different, and what works perfectly for one may not immediately work for another. If you notice that the product isn’t doing what you expected, please let us know within 30 days of receipt via support@boelou.com

Together, we’ll go through a personal return process, during which we’ll look at things including:

how you experienced the product
how long and in what way you used it

Based on this, we will assess together whether a return or (partial) refund is possible.

Good to know:

Opened or used products can only be accepted back after approval by our service team.
Unfortunately, returns that arrive without prior consultation cannot be processed.
You are responsible for the return shipping costs.

Return conditions

To ensure your return or refund proceeds smoothly, we apply a few simple conditions:

Always register your return first by email via support@boelou.com
Send unused products back in their original packaging and condition.
Opened or used products can only be accepted back after approval by our service team, for example if the product did not deliver the desired result.
Returns sent without prior registration cannot be accepted.

As soon as we have received and inspected your return, we will refund the purchase amount within 5 to 10 business days via your original payment method.

Products we cannot always accept back

For hygiene and safety reasons, including those of other animal friends, we cannot simply accept some products back:

Products that have been opened or used, or whose seal has been broken, unless we agreed on this together in advance.
Products that are no longer in their original condition or packaging, unless we have approved this in advance.

Get in touch?

Is something bothering you, or do you have a question about a product or your return? We’re very happy to help you and your pet. Feel free to send us a message at support@boelou.com

At Boelou, you can count on products chosen with love for you and your pet, along with service that makes you feel truly heard: warm, honest, and attentive to both of you.