Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return and ship the item back.

To be eligible for a return, 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.

To start a return, you can contact us at support@thelillebjorn.com so that we can provide you with the shipping details.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

All returns and exchanges are subject to a $5 flat return fee, which will be deducted from your refund. This fee covers the cost of your return shipping label and processing.

Refund Eligibility
Refunds are only issued for items that are unused, undamaged, and in their original condition, except in cases where the item was received damaged. Items returned in a soiled or unsanitary condition, such as those with dirt, dog hair, slobber, or other contaminants, will not be eligible for a refund. If an item is returned in a condition that prevents it from being resold as new, we reserve the right to deny the refund. In such cases, the item may be sent back to the customer at their expense or disposed of after 14 days if no return shipping is arranged by the customer. All returned items must be unused with the original tags still attached. Any returns that are damaged or do not meet these requirements may be sent back to the customer. Returns without identification will also be returned to the sender at their expense.

You can always contact us for any return question at support@thelillebjorn.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. Please ensure that all returns are securely packaged. We are not responsible for items damaged in transit during the return process. If a returned item is received damaged, we will notify you and may not issue a refund or exchange unless it is determined to be a manufacturing defect.

 

Defects and Malfunctions
We are committed to ensuring the quality of our products. However, please note that we cannot be held responsible for defects or malfunctions resulting from misuse, abuse, improper maintenance, failure to follow care instructions, or use with equipment or situations for which the product is not intended. For example, damage caused by pets chewing or biting through items, or improper storage and maintenance, is not considered a manufacturing defect and will not be covered under our return policy. If your item is damaged by your pet, we recommend exploring repair options, or you may contact us for assistance in finding suitable replacements.

If you believe your item is faulty due to a manufacturing issue, please contact us for assistance. Manufacturing faults are covered for up to 7 days from the date you receive the item. After this period, we may not be able to offer a refund or replacement.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom-made or personalized products (including engraved or custom-sized items, collars, leashes, harnesses, special orders, name embossing customization on items, and personalized items).

Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

 

Bundle & Walk Kit Returns
Our Walk Kits and Bundles are offered at a special discounted rate. If you decide to return only part of a bundle/walk kit, or if a portion of your bundle is non-returnable (such as a personalized item), the "bundle pricing" no longer applies.

Personalized Items in Bundles: If your bundle includes a personalized item (e.g., an embossed collar or engraved tag), that item is final sale and cannot be returned. If you return the rest of the kit, you will be charged the full individual retail price for the personalized item you are keeping.

How We Recalculate Your Refund
When a bundle is altered by a return, the items you choose to keep will be reverted to their individual retail prices at the time of purchase.

• The Lower-Tier Bundle Exception: If you purchased a larger bundle and return only one item, your bundle discount is not necessarily lost completely. If the remaining items you keep still qualify for a smaller bundle tier (such as a 2-piece Walk Kit instead of a full bundle), the corresponding bundle discount will still be applied to those kept items.
• Final Refund Amount: Your final refund will be calculated as the total amount paid for the original order, minus the recalculated price of the items you are keeping, minus the return shipping and processing fee.

Examples

• Example 1 (Downgrading a Bundle): If you purchased a 3-piece All-in-one bundle but decide to return only the leash, the remaining collar and harness still qualify as a 2-piece Walk Kit. Your refund will be calculated by applying the standard 2-piece walk kit discount to the kept items, rather than stripping the discount entirely.
• Example 2 (Breaking a Bundle): If you purchase a bundle that includes a 10% discount and return the harness and collar but keep only the leash, a standalone leash does not qualify for bundle pricing. The leash price will be adjusted to its full, non-discounted retail rate before your refund is issued.

 

Promotions & Free Gifts
If your order included a Free Gift (like a nametag) because you spent a certain amount (e.g., over $200), and a return brings your total below that amount, the following applies:

• Personalized Gifts: Since custom-made or engraved gifts cannot be resold, we cannot accept them as returns. If you keep a personalized gift but your order total falls below the qualifying amount, the full retail price of that gift will be deducted from your refund.
• Non-Personalized Gifts: If the gift was not personalized, you have a choice: you can either return the gift in its original condition along with your other items, or keep it and have its retail price deducted from your refund.

 

If you purchased the Vero Wide Collar & Classic Leash & Vero Harness Bundle and received a Free Personalized Nametag, here is how a return would be calculated.

The Original Order:

• Items: Vero Wide Collar + Classic Leash + Vero Harness
• Bundle Price: $227.70 (Save 10% off the $253.00 retail price)
• Free Gift: Personalized Pebble Nametag (Retail Value: $32.00)
• Total Paid: $227.70

If you purchased the Vero Walk Kit ($227.70) but your Vero Wide Collar was personalized with your dog's name, that collar is Final Sale. If you decide to return the rest of the kit (the leash and harness), the calculation works like this:

1. The "Bundle Discount" is removed Since the kit is no longer complete, the items you keep (the personalized collar and the nametag) revert to their full individual retail prices.
2. The "Free Gift" threshold is no longer met Because the value of the items you are keeping ($75) is now below the $200 minimum spend, the free nametag is no longer free.

The Breakdown:

• Total Originally Paid: $227.70
• Price of Personalized Collar (kept): $75.00
• Price of Personalized Nametag (kept): $32.00
• Return Shipping & Processing Fee: $5.00
• Total Deductions: $112.00

Final Refund: $227.70 - $112.00 = $115.70

Summary: Because personalized items cannot be returned, keeping a custom collar from a broken bundle means it is charged at its full retail price, and any "free gifts" tied to the bundle's total value will also be charged at full price if the new total falls below $200.

 

Unauthorized Returns of Personalized Items If a personalized, custom-made, or "final sale" item is returned to us without prior written approval, it will be considered an "Unauthorized Return." In these cases, no refund will be issued.

Due to the cost of storage and processing, we cannot hold unauthorized returns indefinitely. We will notify you upon receipt, and you will have 14 days to provide a pre-paid shipping label to have the item sent back to you at your expense. We do not provide free return shipping for these items. If no label is provided within 14 days, the item will be disposed of or donated, and the case will be closed.

Exchanges
We only offer exchanges for items that meet the following criteria:

• The item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging.
• You’ll need the receipt or proof of purchase.

If you need to exchange an item for a different size, color, or style:

1. Return the item you have: Start by contacting us at support@thelillebjorn.com to initiate the return process and ensure your return is accepted.
2. Place a new order: Once your return is processed and accepted, place a separate order for the desired item.

This approach ensures you receive your replacement item as quickly as possible. Please note:

• Any price differences between the original item and the new item will need to be addressed during the new purchase.
• Customers are responsible for all shipping costs associated with returns and exchanges.

 

Wrong Item Delivered
If you receive an item that is not what you ordered (wrong size, color, or product), please contact us immediately. We will provide you with a pre-paid return label to return the incorrect item, and we will ship the correct item at no extra charge.

 

Refunds
We will 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 14 business days. Please note that while we refund your original payment and standard delivery costs, the $5 flat return fee mentioned above will be deducted from your total refund amount to cover the return label and processing. 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 support@thelillebjorn.com.