Last updated: September 22, 2026

30-Day Guarantee — One-Time Store Credit

Our promise: a one-time store credit

At Freezbone, we stand behind every product we make. If something isn’t a perfect fit for your pup, we’ll make it right with a one-time store credit, as described below. Outside of your statutory rights (see below), we do not offer cash refunds or replacements. Below is our updated and simplified return policy — please read carefully before submitting a request.

Please note: you ship the item back to us. If we approve your return, you are responsible for sending the item back — booking the shipment, buying and printing the shipping label, packing the item, and paying the postage. We do not send prepaid return labels.

Your Statutory Rights

Under EU consumer law, customers in the EU/EEA have a legal right to withdraw from an online order within 14 days of delivery and receive a refund to the original payment method for unused items in their original condition. To use this right, tell us clearly within 14 days that you wish to withdraw and send the item back within 14 days of doing so. You are responsible for return postage unless the item is faulty or not as described. Any return outside this 14-day window, or any item that does not meet the withdrawal conditions, is handled under the store-credit guarantee below.

30-Day Return Window

Customers have 30 days from the date of delivery to submit a return request.

All returns — including damaged or defective toys — must be requested within 30 days of delivery. One guarantee claim per order. After 30 days, the product is no longer covered by our guarantee, and we can’t offer store credit (even if the toy is damaged).

Return Eligibility

1. Condition of Return

To qualify for a return:

• Items must be unused
• In original condition
• In original packaging

2. Non-Refundable Items

The following items cannot be returned or credited under any circumstances:

• Clearance items
• Personalised items
• Freezbone filler products (food & treats)
• Seasonal products or products purchased during seasonal discounts

These items are limited-edition drops tied to specific holidays. Once the season ends, they cannot be returned, refunded, or exchanged.

3. Evidence of Use or Damage

If an item shows signs of use, minor damage, or wear:

• A partial store credit may be offered at our discretion
• Photos and an explanation are required for evaluation

4. Store Credit, Coupons & Discounts

• All approved returns are issued as store credit equal to the amount the customer paid for the product. (Does not include original shipping fees. Return shipping is arranged and paid for by you, and is not reimbursed or added to your store credit.)
• Store credit cannot be stacked with sitewide discounts or other coupons
• Store credit is not redeemable for cash

5. Build Your Bundle (Final Sale)

All Build Your Bundle purchases are final sale and are not eligible for refunds to the original payment method. If you’d like an exchange, we can issue store credit only for the exact amount you paid for the returned item(s) — meaning the bundle discount is included in the credit calculation. Store credit is based on the discounted per-item price paid at checkout (not full retail price). Customers are responsible for all return shipping costs for bundle exchanges.

Return Process

1. Submit a Return Request

Fill out the form at the bottom of this page within 30 days of receiving your order.

Include:

• A clear photo of the item
• The reason for the return

2. Qualification Review

Our team will review your request based on the return eligibility rules above.

3. Ship the Item Back to Us

If we approve your return, you arrange and pay for the return shipment yourself. We do not send prepaid return shipping labels.

You are responsible for:

• Booking the shipment with a carrier of your choice
• Buying and printing the shipping label
• Packing the item securely
• Paying the postage and any other shipping charges

Only send the item back after we approve your return. Please use a tracked service and keep your proof of postage. Until the parcel reaches us it remains your responsibility, and we cannot issue store credit for a return that is lost or damaged on its way to us.

Return mailing address (EU):
Saksesful GmbH
Krablerstraße 28
45326 Essen
Germany

Please do not send anything back before we approve your return.

One exception: if the item is faulty, arrived damaged, or is not as described, we cover the cost of returning it. Contact us first and we will arrange the return for you.

4. Processing Time

Returns are processed within 7–10 business days after the product arrives at our facility.

You’ll receive an email once your store credit is issued.

Store Credit

• Store credit reflects the amount you paid for the product, excluding shipping fees
• Store credit is valid for 12 months
• Store credit cannot be redeemed for cash

Subscription Orders

If your subscription renews and ships before cancellation:

• It cannot be refunded
• We can issue store credit for the full order value

International Returns

• Customers are responsible for all customs duties, taxes, and import fees associated with returning products from outside the European Union
• Freezbone does not cover these charges

Important Notes

We take pride in offering high-quality products your pets will love. If something isn’t right, our team is here to help you find a solution that feels fair and easy.

By submitting a return request, you acknowledge and agree to all terms listed in this policy. Nothing in this policy limits your statutory rights.