Refund policy

We want you and your little ones (two- or four-legged) to love your order. If something isn't right, here's how it works.

14-day right of withdrawal

You can withdraw from your purchase within 14 days of receiving your order, without giving a reason. To do so, email us at hanaandtonka@gmail.com with your order number and a clear statement that you wish to return the item(s). You may also use the EU model withdrawal form, but you don't have to.

Condition of returned items

Items must be unused, in their original condition and packaging, with all parts included.
For hygiene reasons, we can't accept returns of dog feeding products (lick mats, slow feeder bowls, snuffle mats, puzzle feeders) once they have been used or unsealed, unless they are faulty.

Return shipping

Once we confirm your return, we will send you the return address.
Return shipping costs are paid by the customer, unless the item arrived damaged, faulty or wrong.
Please send the item back within 14 days of telling us you want to return it.

Damaged, faulty or wrong items

Contact us within 14 days of delivery with your order number and a photo of the problem. We'll send a free replacement or a full refund, including shipping, and in most cases you won't need to send the item back.

Refunds

We refund the full price of the returned items, plus the original standard shipping cost, within 14 days of receiving your withdrawal notice.
We may hold the refund until we have received the item back.
Refunds go to your original payment method.