Refund Policy 🛍

We want you to be completely satisfied with your purchase. If you change your mind or if your dog isn’t a fan, we will refund your initial order in full, as part of our 30-day money-back guarantee.

Please email us at help@balgo.co or fill out our contact form within 30 days of receiving your order, and a member of our customer support team (our team is available Monday to Friday, 9am to 5pm), will assist you with the return process. You will be responsible for the costs of returning the product to us.

Alternatively, we may offer a 30% refund (at our discretion) if you choose to keep the product and share it with friends or family.

We’ve outlined our cancellation, refund, and return policy below to ensure you know exactly where you stand if you’re not 100% satisfied with your purchase.

Our cancellation policy

1. Subscription Cancellation: If you’ve a recurring subscription, you can cancel it (and therefore any subsequent orders) at any time. However, once an order has been placed in our system and payment has been completed, we are unable to process a cancellation for that specific order, even if you cancel your subscription. You will receive reminder emails that your subscription is due to renew, and you can access your account at any time to check the date of your next order. We recommend that you check your spam inbox and mark our email address as a safe sender to ensure you receive these reminders!

2. One-Time Purchase Cancellation: If you place a one-time purchase order, you’ve a limited time to amend or cancel your order. Please get in contact with us within one hour of placing your order if you need to make changes. Use our help form here and include your order number for faster processing.

If you’re a new customer (i.e. you’ve never purchased a Balgo product through our website before), you are covered under our 30-day money-back guarantee. If you’re not happy with your first order, contact us, and if we cannot resolve your issue, we will refund your original order price. We only ask that you try the product first and be open to solutions we may offer!

To claim under our 30-day money-back guarantee, please contact our customer service team within 30 days of receiving your product and include details of why you wish to submit a claim. You can contact us here.

Our refund policy

The following policy outlines most situations that you could (but we hope you won’t!) encounter with Balgo. Please note that if you purchased our items from another store, you should refer to that store’s refund policy as we cannot process refunds for items bought in person.

1. My Balgo Product is Faulty or Damaged: We’re committed to quality, but if you receive a faulty or damaged product, we’ll make it right. To arrange a replacement or refund, fill out our contact form within 14 days of your order being delivered, letting us know what the issue is. To help us resolve the problem quickly, please provide your original order number and a description or photo of the fault.

2. I Received the Wrong Order: Our team works hard to get every order right, but occasionally mistakes happen. If you’ve received the wrong item, let us know within 14 days of receiving your order via our contact form. If possible, attach a photo of the incorrect order and state the missing item. There’s no need to return the incorrect item—keep it as a spare or share it with a friend who might love Balgo!

3. I’m Not Happy with How Balgo is Working for My Dog: We want every customer to use Balgo and be thrilled with the results! While the vast majority of dogs love our products, if you’re not satisfied, please get in touch with us via our contact form within 14 days of receiving your order. Include your original order number and details of your concerns, and we’ll do our best to help you out. New customers are covered under our 30-day money-back guarantee, which applies only to your initial order (note: for multipack orders we can only refund if a single pack is opened).

4. Delivery Issues: If there is a delivery issue with your order, please contact us here if your order has not arrived within 14 days of receiving the shipping confirmation email. If your order is more than 3 months old when you report the delivery issue, we may not be able to process a refund.

Our returns policy

While most products bought online come with a legal right to change your mind within 14 days and receive a refund, please note that because our products are perishable items, these rights under the Consumer Contracts Regulations 2013 do not apply to orders placed with us.

Due to the nature of our products, we are unable to accept returns due to a change of mind, change of circumstance, or if you did not cancel your subscription before it was renewed, unless this falls within the terms of our 30-day money-back guarantee. We will only accept returns if an item is faulty or not as described. If your situation meets these requirements and you wish to return an item, please contact us via our contact form. If you return an item without contacting us first, we are unable to track it, and your issue may not be resolved.

If you bought your Balgo product from a retailer, please refer to that store’s returns policy as we cannot process returns for items not bought directly through our website.

For more details please see our Terms & Conditions: section 6. Subscription Duration & Cancellation and section 9. Returns and Refunds