What is your refund policy?

We want you to be completely satisfied with your purchase. If you change your mind or if your dog isn’t a fan, we will refund your initial order in full, as part of our 30-day money-back guarantee.

Please email us at help@balgo.co or fill out our contact form within 30 days of receiving your order, and a member of our customer support team (our team is available Monday to Friday, 9am to 5pm), will assist you with the return process. You will be responsible for the costs of returning the product to us.

Alternatively, we may offer a 30% refund (at our discretion) if you choose to keep the product and share it with friends or family.

We’ve outlined our refund policy below to ensure you know exactly where you stand if you’re not 100% satisfied with your purchase.

1. My Balgo Product is Faulty or Damaged: We’re committed to quality, but if you receive a faulty or damaged product, we’ll make it right. To arrange a replacement or refund, fill out our contact form within 14 days of your order being delivered, letting us know what the issue is. To help us resolve the problem quickly, please provide your original order number and a description or photo of the fault.

2. I Received the Wrong Order: Our team works hard to get every order right, but occasionally mistakes happen. If you’ve received the wrong item, let us know within 14 days of receiving your order via our contact form. If possible, attach a photo of the incorrect order and state the missing item. There’s no need to return the incorrect item—keep it as a spare or share it with a friend who might love Balgo!

3. I’m Not Happy with How Balgo is Working for My Dog: We want every customer to use Balgo and be thrilled with the results! While the vast majority of dogs love our products, if you’re not satisfied, please get in touch with us via our contact form within 14 days of receiving your order. Include your original order number and details of your concerns, and we’ll do our best to help you out. New customers are covered under our 30-day money-back guarantee, which applies only to your initial order (note: for multipack orders we can only refund if a single pack is opened).

4. Delivery Issues If there is a delivery issue with your order, please contact us here if your order has not arrived within 14 days of receiving the shipping confirmation email. If your order is more than 3 months old when you report the delivery issue, we may not be able to process a refund.