Refund policy

Our Return Policy

1. Right to Return

You have the right to cancel or return your order within 14 days of receiving your item, for any reason and without justification. This is the EU-mandated 14-day cooling-off period, giving you extra time to decide.

To be eligible for a return, your item must be:

In the same condition as received,

Unused,

In its original packaging.

You’ll need to provide proof of purchase (e.g., order confirmation email, bank statement).


2. How to Start a Return

To initiate a return, contact us at contact@buddyandblu.com. We’ll provide instructions on how and where to send your package.

Note: Items sent back without prior authorization will not be accepted, and no refund or replacement will be processed.


3. Return Shipping Costs

Non-defective items (change of mind): You, the buyer, are responsible for the cost of return shipping.

Defective, damaged, or incorrect items: We, the seller, will cover the return shipping costs.


4. Exceptions

Pet Food Returns

Unopened pet food (in original, sealed packaging) can be returned within 14 days of receipt, provided it meets our standard return conditions.

Opened pet food or items sold at a discount due to proximity to their "best before" date cannot be returned for hygiene and safety reasons.

Promotional Discounts

If a discount code is applied to a standard (unopened) pet food item, our 14-day return policy applies.

If a discount code is applied to opened pet food or items near their "best before" date, the item cannot be returned.


5. Damaged or Incorrect Items

Inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately at contact@buddyandblu.com. We will evaluate the issue and arrange for a replacement or refund, covering all return shipping costs.


6. Exchanges

Defective/damaged items: Contact us, and we will send a replacement as soon as possible. You may be asked to return the defective item afterward.

Non-defective items: Return the item first, and once the return is accepted, place a new order for the desired item.

 

7. Right of Withdrawal (EU consumers) — and how to exercise it online


If you are a consumer in the EU, you have the right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason.
You can exercise your right of withdrawal in any of these ways:

  • Online, directly from your account: use the withdrawal/return function in your Buddy & Blu account at buddyandblu.com/account, or from the order status page linked in your order confirmation email. You will be asked to confirm your request and provide your name and order details.
  • By using the model withdrawal form below.
  • By any clear statement sent to contact@buddyandblu.com (e.g. a letter or email).
    After you submit a withdrawal request, we will send you an acknowledgement of receipt without undue delay on a durable medium (by email). For the effects of withdrawal and refunds, see section 8 below.

Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: PROTEI.CO OÜ (Buddy & Blu), Tartu mnt 14-4, 10117 Tallinn, Estonia — contact@buddyandblu.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
— Ordered on / received on: __________
— Order number: __________
— Name of consumer(s): __________
— Address of consumer(s): __________
— Date: __________


8. Refunds

If you exercise your right of withdrawal (change of mind), we will reimburse all payments received from you, including the standard outbound delivery cost, no later than 14 calendar days from the day we are informed of your decision to withdraw. Where you chose a delivery option more expensive than our standard delivery, the reimbursement of delivery costs is limited to the cost of our standard delivery.
We may withhold the reimbursement until we have received the returned goods back, or until you have supplied evidence of having sent them back, whichever is the earliest.
For defective, damaged, or incorrect items, we will refund the full amount, including all shipping costs, once we have confirmed the issue.
Refunds are issued to your original payment method. Please allow additional time for your bank to post the refund. If you haven't received your approved refund after 14 calendar days, contact us at contact@buddyandblu.com.


9. Contact Us

For any questions about returns, exchanges, or refunds, we’re happy to help! Reach out to us at contact@buddyandblu.com.


10. Happiness Guarantee

We want you to try our recipes risk-free. If your dog or cat doesn't enjoy the kibble in your Discover Kit, we'll refund the kibble portion — with no need to send anything back.

  • Email us at contact@buddyandblu.com within 30 days of delivery, telling us in one line what didn't work.
  • We refund the value of the kibble in the kit.
  • No return required: finish the food or donate it to a local shelter.
  • Valid once per customer, on the first Discover Kit purchased. Initial shipping costs are not refundable.