Refund policy

REFUND POLICY

Last updated: October 2026

At burrowpet we want you and your pet to love your purchase. This policy explains our 90-day guarantee, your legal right of withdrawal, and how to request a return or refund.

90-DAY MONEY-BACK GUARANTEE

If you are not happy with your burrowpet product for any reason, you can request a refund of 100% of the product price within 90 days of receiving your order. You do not need to give a reason.

To use the guarantee, email us at thecallnook@use.startmail.com with your name and order number. We will reply with the next steps and, where a return is needed, the return address. Please do not send items back without contacting us first, as returns sent to the wrong address may be lost.

RIGHT OF WITHDRAWAL (EU AND UK CUSTOMERS)

If you are a consumer in the European Union or the United Kingdom, you also have the legal right to withdraw from your purchase within 14 days of receiving it, without giving any reason. You can exercise this right by sending us a clear statement by email or by using the withdrawal form included in our Terms of Service. This right applies in addition to our 90-day guarantee and does not limit it.

CONDITION OF RETURNED ITEMS

Where we ask you to return the product, please send it back clean and, if possible, in its original packaging. Because our products are used by pets, we kindly ask that items be free of excessive dirt, hair or damage beyond normal use.

RETURN SHIPPING COSTS

If the product arrives damaged, defective or is not the item you ordered, we cover the full cost of the return. For returns for any other reason, the cost of sending the item back is paid by the customer, unless we tell you otherwise when you contact us. The product price is always refunded in full.

DAMAGED, DEFECTIVE OR WRONG ITEMS

Please check your order when it arrives. If anything is damaged, defective or incorrect, contact us within 48 hours of delivery if possible, including photos of the item and the packaging, so we can resolve it quickly with a replacement or a full refund, as you prefer. This does not affect your statutory rights regarding defective products.

REFUNDS

Once your request is approved, and where applicable once we have received or confirmed the return, we will issue your refund to the original payment method within 14 days. Depending on your bank or card issuer, it may take a few additional business days to appear on your statement.

EXCHANGES

If you would prefer a replacement instead of a refund, let us know when you contact us and we will arrange it, subject to availability.

YOUR STATUTORY RIGHTS

Nothing in this policy limits the rights you have under the consumer protection laws of your country of residence. Consumers in the European Union may also use the European Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

CONTACT

burrowpet · thedrawpal@gmail.com
Samuel Carballo Pacheco, Camino de la Iglesia 20, 3J, 33690, Asturias, Spain