Refund policy

Returns & Refunds

Last updated: October 18, 2026

We want the Heartbeat Puppy to work for your dog. If it doesn't, you're covered by our 30-Day Money-Back Guarantee. This page explains exactly how returns, refunds, replacements and our optional add-ons work.

1. Our 30-Day Money-Back Guarantee

You have 30 days from the day your order is delivered to ask for a return. You don't need to give us a reason.

To qualify, the item must be returned in clean, resellable condition, with the heartbeat module and the original packaging if you still have it. You're welcome to unbox it, hold it, switch on the heartbeat and try it with your dog. However, we can't accept items that are dirty, chewed, torn, soaked or show other signs of heavy use. In that case we may decline the return or reduce the refund to reflect the damage.

2. How to start a return

  1. Email us at kontakt.futrilo@gmail.com with your order number and the word "Return" in the subject line.
  2. We'll reply within 1 business day with the return address and instructions. Please don't send anything back before you hear from us, because packages sent without contacting us first may not be processed.
  3. Ship the item back within 14 days of our reply and send us the tracking number.

Return shipping: For change-of-mind returns, the cost of shipping the item back is paid by you. Returns are processed at our returns center in Poland (EU), so we recommend a tracked shipping service. We can't be responsible for return packages lost in transit without tracking.

3. Your refund

We issue your refund within 5 business days after we receive the item, or as soon as you send us tracking that shows it's on its way back, whichever comes first.

Refunds go back to your original payment method (credit or debit card, Apple Pay, Google Pay or PayPal). Depending on your bank, it can take another 5–10 business days for the money to show on your statement.

We refund the full price you paid for the returned item(s). Our shipping to you was free, so there's no shipping charge to refund. See section 6 for add-ons.

4. Damaged, defective or wrong item

If your order arrives damaged, the heartbeat module doesn't work (with fresh batteries), or you received the wrong item, this isn't a return. It's on us.

  • Email us within 30 days of delivery with your order number and a photo or short video of the problem.
  • We'll send you a free replacement or a full refund, whichever you prefer.
  • In most cases we won't ask you to send the faulty item back. If we do need it back, we'll cover the return shipping.

5. Order changes and cancellations

Need to change your address or cancel? Email us as soon as possible. If your order hasn't shipped yet, we'll update it or cancel it and give you a full refund, including any add-ons. Once your order has shipped, it can no longer be cancelled, but you can still return it under our 30-Day Money-Back Guarantee.

6. Optional add-ons

At checkout you can choose three optional add-ons. They're never pre-selected and you only pay for them if you tick the box.

90-Day Warranty ($6.99)
If the heartbeat module stops working within 90 days of delivery, we send you a replacement free of charge, including shipping. To make a claim, email us your order number and a short video showing the module not working with fresh batteries. The warranty doesn't cover damage from chewing, tearing, water, washing the module, misuse, or loss of the item. If you return your order under the 30-Day Money-Back Guarantee, we refund the warranty too.

Shipping Protection ($4.99)
If your package is lost in transit, stolen after delivery, or arrives damaged, we reship your order for free. You don't need to wait for a carrier investigation. Just email us within 30 days of the estimated delivery date (or within 7 days of a "delivered" scan for packages marked as delivered but not received). Shipping Protection is refundable if you cancel before your order ships, and non-refundable after that.

Priority Handling ($4.99)
Your order goes to the front of our queue: we place it with our fulfillment partner first and flag it for priority processing, ahead of standard orders. Priority Handling speeds up order processing only. It doesn't change the carrier's transit time. It's refundable if you cancel before your order ships, and non-refundable after that.

7. Items we can't accept back

  • Items returned more than 30 days after delivery.
  • Items that are dirty, chewed, torn, washed or otherwise heavily used (see section 1).
  • Batteries. Please keep them, as they aren't part of the return.

8. Questions

Just email kontakt.futrilo@gmail.com. A real person reads every message and we reply within 1 business day.

This policy doesn't limit any rights you may have under the consumer protection laws that apply to you.