Refund policy
Eligible items may be returned or exchanged within 10 days of delivery.
Start a return or exchange
Please contact Bichon Boutique within 10 days of delivery before sending anything back. Include your order number, the item you would like to return and whether you are requesting a refund, exchange or store credit.
Please do not mail a return until we have reviewed your request and provided return instructions. Returns sent without authorization might be delayed or refused.
Return eligibility
To qualify for a return or exchange, the item must:
- Be unused, unworn, unwashed and unaltered.
- Be in the condition in which it was received, with its original packaging and tags attached.
- Be free of pet hair, odours, stains, damage and signs of wear.
- Be accompanied by the order number or other proof of purchase.
We inspect all returned items. A return that does not meet these requirements may be declined and returned to the customer at the customer’s expense.
Sale, discounted and final-sale items
Items purchased on sale or with a discount code are eligible for an exchange or store credit only, unless the product was marked final sale.
Items marked final sale cannot be returned or exchanged. Items received through an exchange are also final sale.
Items that cannot be returned
For health, hygiene and safety reasons, we cannot accept returns of:
- Food, treats and other perishable products.
- Opened or used grooming, hygiene, sanitary or recovery products, including post-surgery cones.
- Gift cards and previously issued store credits.
- Items marked final sale.
- Products damaged through pet use, chewing, scratching, soiling, washing, misuse or normal wear and tear.
If you are unsure whether an item is eligible, please contact us before returning it.
Refunds
Once your return arrives, we will inspect it and email you with the outcome. Approved refunds are issued to the original payment method. Your bank or payment provider may require additional time to post the refund to your account.
Original shipping and local-delivery charges are non-refundable unless the return is the result of an incorrect, damaged or defective item supplied by Bichon Boutique.
We do not offer rain checks or retroactive price adjustments.
Exchanges and store credit
Exchanges are subject to product availability. Please do not place a second order for the replacement item unless we ask you to do so.
If there is a price difference or an additional delivery charge, we will explain it and obtain your approval before completing the exchange. Any exchanged item is final sale.
Return shipping
Customers are responsible for return-shipping costs for ordinary returns and exchanges. We strongly recommend using a tracked shipping service, as the returned item remains the customer’s responsibility until it is delivered to us.
If Bichon Boutique sent the wrong item, or if an item arrived damaged or was confirmed defective, we will provide return instructions and cover the reasonable return-shipping cost when a return is required.
Incorrect, damaged or defective items
If you receive the wrong item or your order arrives damaged, please contact us promptly with your order number and clear photos of the item and packaging.
If you believe a product has a manufacturing defect, contact us within 30 days of delivery. Damage caused by a pet, misuse, washing, normal wear and tear or failure to follow product-care instructions is not considered a manufacturing defect.
If a concern arises after 30 days and the product is covered by a manufacturer’s warranty, we can help direct you to the manufacturer. Manufacturer warranty claims are handled according to that manufacturer’s terms.
Order cancellations
If you need to cancel an order, contact us as soon as possible. We will try to accommodate the request, but cancellation cannot be guaranteed once an order has been processed or shipped. If the order has already shipped, the applicable return rules above will apply after delivery.
Questions?
We are a small Canadian business and personally review every return request. Send us a note and include your order number whenever possible.
Nothing in this policy limits any rights available under applicable consumer-protection law.
Last updated: July 26, 2026.