Refund policy

The Binky Bunny Club has a no return,  no refund policy in place. We do not accept returns or exchanges due to safety and hygiene reasons due to our products including handmade products, and to avoid the potential risk of spreading diseases between animals. We work away from any animals or products used by animals, therefore we cannot risk a returned product to come into the premises, as we do not know where it is coming from.

That being said, we do handle each request on a case-by-case basis, if you have any questions about, or are unhappy with or there are any issues with your order, you can contact us at thebinkybunnyclub@outlook.com. We will be happy to discuss and look over any issues with an order. please expect a reply between 1-3 business days, however, we do try to get back to you as soon as possible, and normally reply within 1-8 hours.

Personally Customised beds and Hay bags are not eligible for returns or refunds. We make our beds and hay bags to the best quality and we quality check them them before sending off to the customer. If any issues were to be discovered on arrival, we will need proof that this happened before receiving the item. Any issues will be dealt with on a case-by-case basis.

You can always contact us for any return question at thebinkybunnyclub@outlook.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like physical goods (such as food, flowers, forage, fruit infused toys, natural toys, beds, hay bags, enrichment) and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item, as we do deal with requests on a case-by-case basis.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
Exchanges are The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds
If your request/ case comes to the conclusion that a refund will be offered, depending on the case you will either need to return the item at your own cost, or for faulty items, you will receive a postage label to attach to the original posting package your item came in, for you to take to the post office. We will then notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at thebinkybunnyclub@outlook.com.