Refund policy

Last updated: 1 October 2026

You have a 14-day cooling-off period with money back. After that, you can exchange an unused product for store credit up to 30 days after receipt.

14-day cooling-off period: money back

You may withdraw from your order within 14 days, without giving a reason. The 14 days start on the day after you received your order.

How to start a return

  1. Send an email to info@lilliespetshop.com or fill in our contact form, with your name and order number. You can also fill in our model withdrawal form (pdf) and attach it.
  2. We will email you the return address.
  3. Return the product within 14 days after reporting your return, in its original condition, with the tag still attached and, where possible, in its original packaging.

Costs and risk

The costs and risk of returning the product are for you. If your return is lost or damaged in transit, that is at your expense.

Refund

We refund you once we have received the product. You get back the amount you paid for the product, minus any reduction in value. We only refund the standard shipping costs of your order if you return the entire order.

Signs of use

You may unpack and inspect the toy as you would in a shop. If the toy shows signs of use, such as dog smell, dog hair, saliva stains, food residue, or bite or pull damage, or if the tag has been removed, we charge the reduction in value. Our toys come into contact with your dog's mouth and with food, so for hygiene reasons we cannot resell a toy that shows signs of use. The reduction in value is then as a rule the full purchase price.

Up to 30 days: exchange for store credit

After the 14-day cooling-off period, you can still return a product up to 30 days after receipt for a store credit voucher worth the amount you paid for the product, excluding shipping costs.

Conditions:

  • the product is unused and shows no signs of use;
  • the tag is still attached and it is in its original, undamaged packaging;
  • the costs and risk of returning the product are for you;
  • the store credit voucher is valid for 6 months and cannot be exchanged for cash.

We assess whether the product meets these conditions. If it does not, you will not receive a store credit voucher and we will send the product back to you at your expense. You can report this by email or via the contact form.

Broken or not right?

Did your order arrive damaged, or does the toy have a manufacturing or material defect? Contact us as soon as possible via the contact form, preferably with a photo. We may ask you to send the product to us so we can assess it. If it turns out there is no defect, the shipping costs are for you.

Wear and damage from use, such as biting, chewing, pulling or tearing, are not covered by the guarantee. Read more in our terms and conditions.