Refund policy

RETURNS AND REFUNDS POLICY

By placing an order through the Billabone website, the client acknowledges and agrees to the terms outlined in this Returns and Refunds Policy. We encourage clients to review these terms before completing their purchase.

Billabone reserves the right to refuse a return or refund if the above conditions have not been met.

NON-RETURNABLE ITEMS

Certain items are not eligible for return or refund. These include:

  • Made-to-order apparel items such as t-shirts once the supplier order or production process has begun

  • Apparel combo products that include made-to-order t-shirts

  • Personalized or custom-designed products

  • Any item that has been used, worn, washed, or returned in a condition different from how it was originally received

  • Items returned without original packaging or documentation

Due to hygiene considerations for pets, Billabone cannot accept returns of bandanas, lead covers, or other wearable pet accessories that show signs of use, pet hair, odour, or washing.

MADE-TO-ORDER APPAREL (T-SHIRTS)

T-shirts and other apparel items are made to order and are not held as stock by Billabone. Once an order has been placed, the apparel item is ordered from our supplier and prepared specifically for the client’s order.

For this reason, apparel items and apparel combo products cannot be cancelled, refunded, or exchanged once the order has been confirmed and the production or supplier order process has begun. This includes any courier costs incurred to obtain the item from our supplier.

We kindly ask clients to ensure that the correct size and product selection is made before placing the order. If you are unsure about sizing, please refer to our size chart or contact us prior to placing your order.

At Billabone our ultimate goal is to make sure your product reflects exactly what you expected it to be! If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. All goods will be inspected on return.

We will issue a refund on receipt or exchange the item for a different size/color if preferred.

In the case of refunding you, we will request your banking details to issue the full refund of your purchase.

Please note original shipping costs are non-refundable unless the product is faulty or incorrect. The client will be responsible for the shipping fees should they have made an error regarding the size or product selected. Please double check our Billabone Size Chart or confirm with a team member before purchase.

The item is the client’s responsibility until it reaches Billabone. For your own protection, we recommend that you send the parcel using a reliable delivery service that insures you for the value of the goods.

*Please Note:

When trying on the Doggy Bandana, please ensure that your companion is clean to ensure that no marks or hair are left on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.

Upon return of your item/s please include the below details and instructions:

- Original Invoice Number

- Your contact number and email address

- Item you wish to exchange to

- Reason for the return / exchange

- Return courier fee, if it is an exchange

PERSONALIZED ORDERS

For all personalized orders, a design fee will be charged, and the design of the item will only be started once we receive proof of the deposit. The order will only be completed once full payment is received.

These items will need to be approved by the client via written consent to ensure correct instructions were received.

Once an item is shipped to the client no refund or exchange will be allowed.

WARRANTY FOR BANDANAS, ON BOARD SIGNS AND STICKERS

Here at Billabone, our love and passion for animals, especially dogs, inspired us to create and manufacture products that are not only aesthetically appealing, but serves a very important purpose as well. Our products are designed to bring awareness to our best friends’ existence and special needs.

Billabone fully guarantees all our products against defects in craftsmanship and materials for a period of 6 months from date of purchase.

We reserve the right to replace or credit defective products at our discretion. Damage due to normal wear and tear, evidence of chew marks, tearing from improper sizing is not guaranteed. Alterations, modifications, or negligence is also not covered on any of our products.

Please view the complete return and refund policy for more information: Returns and refunds policy

Please contact us at: info@billabone.co.za