Return Policy

100% Satisfaction Guarantee

At Freezbone, we are committed to providing products that both you and your dogs will love. If, for any reason, you're not satisfied with your purchase, we offer a 100% Satisfaction Guarantee. We want to ensure a hassle-free return process and provide you with an experience that exceeds your expectations. Please read the following return policy carefully:

Return Eligibility

  • Condition of Return: To qualify for a return, items must be in their original condition, unused, and in original packaging.
  • Non-Refundable Items: Some items, such as those purchased on clearance or personalized products, are non-refundable. Additionally, products purchased with a discount may not be eligible for a refund.
  • Fillers: Freezbone's filler products are non-refundable under any circumstances.
  • Evidence of Use or Damage: If the product has been used, we may offer a partial refund, depending on the condition and situation. Please submit photos of the item along with the reason for the return for evaluation.
  • You have the right to return within 14 days of delivery

Return Process

  1. Submit a Return Request: To initiate a return, please fill the form in the bottom of this page within 14 days of receiving the product. In your return request, please include: 
    • A clear photo of the product         
    • The reason for the return.
  2. Qualified Returns Only: We will provide a return shipping label only for qualified returns.  To determine if your return qualifies, please ensure it meets our return eligibility that was mentioned above.
  3. Return Shipping Label: If your return qualifies, we will send you a prepaid return shipping label. A shipping fee will be deducted from your refund for the label.
  4. Processing Time: Returns are typically processed within 7-10 business days from receipt of the returned product. You will receive an email confirmation once the return has been processed.
  5. Mailing Address for return: Intersend, Freezbone, Unit 1, New House Farm, Antlands Lane, Horley, Surrey, RH6 9TF 

        Refund

        • Refunds: Returned items are eligible for refunds. refunds exclude the original shipping costs.

        Subscription Refunds

        • If you haven’t canceled your subscription and an order has been processed, we are unable to issue a refund for that order. However, we’ll be happy to offer you store credit for the value of the order. Please reach out to our customer support team, and they’ll assist you with the process.

        International Returns

        All sales for international orders are final.
        We’re unable to accept returns or offer refunds once an order has shipped internationally.

        • If your tracking shows the order as delivered, no refund can be offered.
        • If your tracking does not show delivery within 14 business days, please reach out to us at team@freezbone.com and we’ll make it right.
        • Customs Fees: Customers are responsible for customs duties, taxes, or other import fees associated with returning products from outside the UK. These charges are not covered by Freezbone.Important Notes
        • We stand behind the quality of our products and are proud to offer only the best to our customers. If you are not fully satisfied with your purchase, we will work with you to ensure a positive resolution.
        • By submitting a return request, you agree to the terms and conditions outlined above.

        If you would like to request a return, please fill out the form below with the required details: