Returns & Exchanges

Finding the right mobility support matters. If something is not right, we will help you understand your options and work toward the best outcome for you and your dog.

Return Window

You may request a return within 14 days of receiving your order.

To start a return, email support@animobilo.com with your order number, the item you wish to return, and the reason for your request. Please wait for return instructions before sending anything back. 

Unauthorised returns may not be accepted.

Unless the item is faulty, damaged or incorrect, return shipping costs are the customer’s responsibility.

Return Condition

To be eligible for a return, items must be returned in acceptable condition, including original packaging where reasonably possible, with all non-hygiene-sensitive components, accessories, manuals, and included parts.

Please do not send back an item that has been used, damaged, modified, or is missing components unless we have confirmed the return arrangement with you first.

Fabric Components

Fabric components—including harnesses, belly supports, leg rings, slings, straps, padding, and similar wearable parts—cannot be returned or exchanged once used or worn, for hygiene and safety reasons.

Faulty, damaged, or incorrect items

If your item arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible at support@animobilo.com.

Please include:

  • Your order number;
  • Clear photos or video of the issue;
  • Photos of the outer packaging, where relevant;
  • A brief description of what happened.

How to Start a Return or Exchange
  1. Email support@animobilo.com within 14 days of delivery.
  2. Include your order number, item name, reason for return or exchange, and clear photos where relevant.
  3. Wait for our written confirmation and return instructions.
  4. Pack the approved item securely, including the requested eligible components.
  5. Send the return using a tracked shipping service, unless we provide another method.
  6. Keep your proof of postage until the return has been received and processed.

Refunds

Once we receive and inspect an approved return, we will notify you of the outcome.

Where a refund is approved, it will be issued to your original payment method. Bank or payment-provider processing times may vary.