Refund policy
We want you and your pet to feel supported and confident with every purchase. If something is not quite right, we’re here to help with care and clarity.
14-Day Return Window
We offer a 14-day return policy. This means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unused, unworn, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at support@animobilo.com. Returns must be approved before being sent back. Items sent without prior approval will not be accepted.
If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package.
Hygiene & Safety
For hygiene and safety reasons, worn fabric items cannot be returned once used. This includes products such as harnesses, slings, diapers, and other fabric-based assistive items that come into close contact with your pet.
We appreciate your understanding, as these items must remain clean and safe for every customer and every pet.
Wheelchair Trial Period
Our assistive wheelchairs include a 14-day trial period to help ensure the best fit for your pet.
- Fabric components: cannot be returned or exchanged once they have been used or worn, for hygiene and safety reasons.
- Hardware frame: may be eligible for exchange if the fit is not correct, provided it is returned within 14 days and in acceptable condition.
Damages and issues
Please inspect your order when it arrives. If the item is defective, damaged, or incorrect, contact us right away so we can review the issue and make it right.
Non-returnable items
We do not accept returns on:
- Worn fabric items.
- Custom or personalised products.
- Sale items.
- Gift cards.
- Any item returned without prior authorisation.
Exchanges
If you need a different item, the fastest way is to request a return for the original item and place a new order once the return is approved.
European Union 14 day cooling off period
If your order is shipped to the European Union, you also have the right to cancel or return your order within 14 days, in line with applicable consumer rights, provided the item meets the return conditions above.
Refunds
We’ll notify you once we’ve received and inspected your return. If approved, your refund will be issued to your original payment method within 10 business days. Please remember that your bank or credit card provider may take additional time to post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@animobilo.com.