Refund policy

# Return & Refund Policy **Last updated: October 15, 2026** At **BoneSnap™**, we want customers to understand our return process before purchasing while maintaining a fair, consistent, and fraud-resistant policy. This Return & Refund Policy applies to purchases made through our online store. It governs our **voluntary return program** and does not exclude, restrict, or override any consumer right, guarantee, remedy, cancellation right, or product-safety right that cannot lawfully be waived under the law applicable to a particular purchase. For all return, refund, damaged-order, or post-purchase inquiries, contact: **inquiring325@gmail.com** --- ## 90-Day Voluntary Return Policy Unless a different period is expressly stated on the product page or required by applicable law, eligible products may be returned under our voluntary return program within **90 days from the date the order is delivered**. Our voluntary 90-day return program is separate from, and additional to, any mandatory statutory rights that may apply to defective, unsafe, damaged, incorrectly supplied, or materially misdescribed goods. For a voluntary change-of-mind return, the product must: - Be substantially in the same condition in which it was received - Not show material signs of use beyond reasonable inspection, misuse, modification, or deterioration - Include the original BoneSnap™ bulldog game, its tray, all included plastic bone-shaped playing pieces, and any other supplied components - Include any promotional, complimentary, or free items supplied with the order - Be returned with its original packaging where reasonably possible - Not have been intentionally altered, painted, disassembled, repaired, or modified; normal opening of retail packaging for reasonable inspection is permitted - Be reasonably clean and free from food residue, excessive dirt, liquids, or other contamination - Not contain damage caused after delivery by forcing or jamming the moving jaw, dropping, crushing, throwing, immersion in water, or other misuse We reserve the right to inspect, test, photograph, and document returned products before approving a voluntary refund. Where permitted by applicable law, a voluntary return may be refused or the refund may be reduced to reflect diminished value, missing components, damage, contamination, excessive handling, or use beyond what is reasonably necessary to inspect the product. Mandatory statutory rights remain unaffected. --- ## How to Request a Return Before sending a product back, contact: **inquiring325@gmail.com** Please include: - Your order number - The email address used to place the order - The reason for the return - Clear photographs or video when reporting damage, defects, missing components, incorrect items, or functional issues - Any other information reasonably necessary to identify the order and assess the issue For voluntary returns, please wait until we provide the applicable return instructions and authorized return address before shipping the product. **Do not send a return to an address shown on the original parcel unless we specifically instruct you to do so.** Supplier, warehouse, fulfillment-center, carrier, customs, or origin addresses printed on a parcel may not be authorized return locations. A voluntary return sent to an unauthorized or incorrect address may be delayed and may not be considered received by us until it reaches the authorized return location. Nothing in this procedure prevents a customer from exercising a mandatory statutory cancellation or withdrawal right in any manner permitted by applicable law. --- ## Return Authorization and Verification For voluntary returns, we may issue return instructions, a return reference, or other identifying information to help us match the returned parcel to the correct order. We may compare the returned item, its components, packaging, condition, identifying characteristics, and accessories against our order, fulfillment, customer-service, and carrier records. Where reasonably necessary to investigate suspected fraud, product substitution, or materially inconsistent claims, we may request additional evidence before approving a voluntary refund. Failure to follow voluntary return instructions may delay processing. It does not remove any non-waivable statutory right. --- ## Return Shipping Costs For voluntary returns, including change-of-mind returns, customers are responsible for return shipping costs unless: - We sent the incorrect product - The product arrived damaged or defective - We expressly agree in writing to cover the return cost - Applicable law requires us to cover the cost We strongly recommend using a tracked and, where appropriate, insured shipping method. For customer-arranged voluntary returns, we are not responsible for parcels that are lost, misdirected, delayed, or damaged by the carrier chosen by the customer, except to the extent responsibility cannot lawfully be excluded. Original shipping fees, expedited shipping charges, customs charges, duties, import taxes, brokerage charges, carrier surcharges, and return shipping costs are non-refundable where permitted by law, except where the return is caused by our error or applicable law requires otherwise. --- ## BoneSnap™ Product-Specific Information BoneSnap™ is an interactive tabletop surprise game shaped like a bulldog. Depending on the purchased version, it includes the bulldog-shaped game unit, a playing tray, and removable plastic bone-shaped game pieces as described on the product page and supplied packaging. During normal play, participants press the game pieces in accordance with the instructions. The bulldog's head or mouth may move suddenly when its mechanism is triggered. Players' reactions, sound, and the exact timing of the mechanism in illustrative demonstrations may differ from individual gameplay. Marketing images, videos, or holiday-themed settings may contain staged, edited, or digitally enhanced elements. Background decorations and other props are not included unless expressly stated on the product listing. Minor non-material variation does not by itself constitute a defect when the delivered product remains materially consistent with its description, is safe for its intended use, and functions substantially as advertised. Mandatory consumer rights are unaffected. --- ## Gameplay Experience and Player Reactions BoneSnap™ is a game intended to entertain people through an unexpected mechanical movement. We do not guarantee that any player will laugh, scream, be startled, or react in the same way as someone shown in our advertising. Individual enjoyment, willingness to play, surprise level, or a player's personal preference does not by itself mean the product is defective, provided it conforms materially to its description and functions as advertised. Customers whose product otherwise qualifies may request a voluntary change-of-mind return under the terms of this policy. Defects or safety issues are handled separately under applicable law. --- ## Moving Mechanism and Safe Play Use BoneSnap™ in accordance with the manufacturer's age rating, safety warnings, and supplied gameplay instructions. Place the toy on a stable, level surface during play. The moving head or mouth may create pinch points. Keep fingers, faces, hair, and loose items away from the mechanism, and do not force the mouth open or intentionally trigger it against another person. Adult supervision is required where indicated by the manufacturer and is recommended whenever children need assistance with safe play. Stop using the toy if it becomes broken, jammed, or unsafe. Damage caused after delivery by intentional misuse, forcing the mechanism, unauthorized modification, or using the game contrary to supplied instructions may not qualify for a voluntary refund or replacement, where permitted by law. Nothing in this section reduces mandatory rights concerning product defects, injury, or safety issues. --- ## Small Parts and Age Suitability BoneSnap™ has removable plastic game pieces. These and other small components, if supplied, may present a choking hazard to young children. Follow the manufacturer's stated age recommendations and warnings. Keep small parts and packaging away from children who may put them in their mouths. Do not use the toy if any component becomes loose, cracked, broken, or unsafe. A child's age, ability to follow instructions, and appropriate supervision should be considered before play. This policy does not replace the warnings supplied with the product and does not affect mandatory product-safety rights. --- ## Damage Caused by Misuse or Rough Handling BoneSnap™ is a tabletop game, not a chew toy for pets. The game should not be thrown, crushed, stepped on, intentionally dismantled, or used to pinch another person. Damage arising after delivery from forcing the spring mechanism, pulling or twisting components beyond ordinary play, chewing, rough impacts, excessive pressure, liquids, or unauthorized modification may not qualify for a voluntary refund or replacement if the damage did not result from a pre-existing defect and where exclusion is lawful. Stop using the product if its condition makes continued play unsafe. Mandatory rights for pre-existing defects remain unaffected. --- ## Tabletop Positioning and Mechanical Operation Place BoneSnap™ on a stable, flat tabletop and keep it away from edges or places where it can fall. Use the game pieces only as indicated in the supplied instructions. The sequence of pressing pieces, the moment of the surprise movement, the resulting sound, and personal reactions may vary between rounds of play. Such normal variations alone are not defects if the product functions substantially as described. A mechanism that is broken, unsafe, or fails materially to perform as advertised may qualify for the remedies described in this policy and required by applicable law. --- ## Included Game Pieces and Components The contents of the package are those listed for the purchased BoneSnap™ version, including the bulldog game unit, playing tray, and plastic bone-shaped game pieces where specified. Components may experience ordinary wear from reasonable play. Damage caused after delivery by excessive pulling, twisting, cutting, crushing, modification, or misuse may not qualify for a voluntary refund or replacement where permitted by law. If a specified component is missing, incorrect, or damaged on arrival, contact us with your order number and photographs where reasonably available. We may be able to supply the missing component without requiring return of the entire game, subject to your legal rights. --- ## Indoor Use, Storage, and Environmental Exposure Unless the product listing expressly states otherwise, BoneSnap™ is intended for normal indoor tabletop play. Avoid exposing the product to standing water, immersion, rain, snow, excessive humidity, extreme heat, excessive cold, heavy dust, repeated falls, or other conditions reasonably likely to damage the plastic pieces or moving mechanism. Store the removable game pieces together and away from young children when not in use. Damage caused by use outside the product's stated intended conditions after delivery may not qualify for a voluntary refund or replacement where legally permitted. Mandatory consumer rights remain unaffected. --- ## Proper Use and Care Customers should follow the manufacturer's instructions and use BoneSnap™ reasonably. Damage resulting after delivery from the following may be excluded from voluntary refunds or replacements, where permitted by law: - Forcing, jamming, or obstructing the moving mouth or head - Using excessive pressure on the toy or its game pieces - Dropping, throwing, crushing, or subjecting the game to impact - Unauthorized modification, repair, or disassembly - Use by real pets as a chew toy - Water or liquid exposure inconsistent with the product's intended use - Continued use after a component becomes damaged or unsafe - Improper storage or the loss of removable parts - Misuse or other damage caused after delivery by third parties - Ordinary wear from use that does not reflect an inherent defect Mandatory consumer rights concerning faulty, unsafe, or incorrectly described products remain unaffected. --- ## Cosmetic and Manufacturing Variations Minor variations may occur between production batches, including variations in: - Color tone - Surface finish - Texture - Printed details - Component positioning - Game-piece appearance - Shape of the bulldog figure or removable playing pieces - Packaging - Minor dimensional tolerances Such minor differences are not considered defects where they do not materially affect the product's function, safety, or substantial conformity with its description and images. This does not apply where an item is materially different from what was advertised or where applicable consumer law provides otherwise. --- ## Damaged, Defective, Unsafe, or Incorrect Orders Please inspect your order reasonably soon after delivery. If your BoneSnap™ arrives: - Damaged - Defective - Unsafe - Incomplete - Incorrect - Materially different from what you ordered contact: **inquiring325@gmail.com** Provide your order number and clear photographs or video showing the issue when reasonably possible. We may request information reasonably necessary to assess the claim. Depending on the circumstances and applicable law, available remedies may include: - Replacement component - Replacement product - Repair where appropriate - Partial refund - Full refund - Store credit, where accepted by the customer For minor problems, we may first offer a repair, replacement component, or replacement product where this is lawful and reasonable. Where applicable consumer law gives the customer the right to choose a specific remedy, that legal right prevails. --- ## Missing Components If your order appears to be missing a component, contact us before returning the complete product. In many cases, the issue can be resolved by supplying the missing component without requiring the entire product to be returned. A component that was clearly disclosed as not included at the time of purchase is not considered missing. --- ## Change-of-Mind Returns Our voluntary 90-day return program permits eligible change-of-mind returns. For these returns, the product should not have been materially used beyond what is reasonably necessary to inspect it. Products showing substantial use, damage caused by misuse, contamination, modification, missing components, damaged packaging beyond reasonable opening, or deterioration caused after delivery may be refused or may be subject to a reasonable reduction in refund value where legally permitted. The customer is responsible for return shipping for change-of-mind returns unless applicable law requires otherwise. --- ## Promotional, Bundle, and Multi-Buy Orders Promotional pricing, bundle pricing, quantity discounts, and multi-buy offers are calculated according to the promotion applied at checkout. A refund will not exceed the net amount actually paid and allocated to the returned item. Where a discount is allocated across multiple products, the refund may reflect the discounted value attributable to the returned unit. Where the terms of a promotion clearly make the discount conditional on keeping a specified number of products, and where permitted by applicable law, a voluntary partial return may be recalculated so that the customer does not retain a discount for which the remaining order no longer qualifies. If an order included a free, complimentary, or promotional item, that item must also be returned when the complete qualifying order is voluntarily returned, unless we instruct otherwise. Where legally permitted, the reasonable promotional value of an unreturned complimentary item may be deducted from a voluntary refund. Mandatory consumer rights remain unaffected. --- ## Complimentary or Free Items Any free accessory, promotional item, gift, or complimentary product provided as part of a purchase forms part of the promotional transaction. When returning the complete qualifying order for a voluntary refund, all promotional items must also be returned unless we confirm otherwise. Where legally permitted, failure to return a complimentary item may result in its reasonable promotional value being deducted from the voluntary refund. --- ## Exchanges We do not guarantee direct exchanges. For eligible voluntary returns, the normal process is: 1. Request the return 2. Follow the approved return instructions 3. Return the eligible item 4. Place a new order for the desired product if you choose For defective, damaged, unsafe, incomplete, or incorrect goods, replacement rights will be handled in accordance with applicable law and this policy. --- ## Refused, Unclaimed, and Undeliverable Packages Customers are responsible for providing complete and accurate delivery information. Packages may be returned, delayed, or treated as undeliverable because of: - Incorrect address - Incomplete address - Customer refusal - Failure to collect - Repeated failed delivery attempts - Restricted access to the delivery location - Incorrect customer contact information - Customs or import requirements attributable to the recipient Once a package is returned and identified, it may be handled as a voluntary return where permitted by law. Actual shipping, handling, return-carrier, customs, duties, storage, or related costs caused by customer-provided incorrect information, refusal, failure to collect, or other customer-controlled circumstances may be deducted from a voluntary refund where legally permitted. We are not responsible for delays resulting from incorrect or incomplete information supplied by the customer, except to the extent applicable law provides otherwise. --- ## Orders Marked Delivered If carrier tracking shows an order as delivered but you cannot locate it, contact us as soon as reasonably possible at: **inquiring325@gmail.com** Customers should also check: - Other members of the household - Building reception or front desk - Neighbors - Mailroom - Porch, garage, side entrance, or alternate delivery location - Parcel locker - The carrier's delivery photograph, GPS information, or delivery notes where available We will review the available tracking and delivery information and assist where reasonably possible. We may request confirmation of the shipping address, a carrier inquiry, delivery photograph, declaration, police report, or other reasonable evidence where fraud, theft, or misdelivery is suspected and where such a request is lawful and proportionate. A carrier delivery scan does not override any mandatory right that applies under applicable law. --- ## Shipping and Delivery Estimates Unless expressly stated as guaranteed, delivery dates and transit times shown on the website are estimates. Delivery may be affected by customs processing, carrier disruption, weather, peak-season volume, address problems, local delivery conditions, import procedures, or other events outside our reasonable control. Where permitted by law, a reasonable delay outside our control does not automatically entitle the customer to additional compensation. Any mandatory delivery deadlines or cancellation rights under applicable law remain unaffected. --- ## Cancellation Before Shipment If you wish to cancel an order, contact: **inquiring325@gmail.com** as soon as possible. We will attempt to cancel the order before fulfillment. Cancellation cannot be guaranteed once an order has entered processing, warehouse handling, fulfillment, or shipment. If an order can no longer be cancelled, the customer may need to follow the applicable return procedure after delivery. Statutory cancellation and withdrawal rights remain unaffected where applicable. --- ## Refund Processing Once an eligible return has been received and, where lawful, inspected, we will notify you of the outcome. Approved refunds are generally issued to the **original payment method**. For voluntary refunds, please allow up to **10 business days after approval** for us to issue the refund. After we issue the refund, the customer's bank, card issuer, payment provider, or financial institution may require additional time before the funds appear. Where applicable law requires a shorter deadline, that legal deadline will apply. We may withhold a voluntary refund until the returned goods are received where permitted by law. For statutory withdrawal rights in jurisdictions that permit it, we may withhold reimbursement until we have received the goods back or the customer provides evidence of having sent them back, whichever occurs first. --- ## Refund Amount Unless applicable law requires otherwise, a voluntary refund is limited to the amount actually paid for the eligible returned product. The following may be excluded from a voluntary refund where legally permitted: - Expedited shipping fees - Original shipping fees - Return shipping - Customs duties - Import taxes - Brokerage charges - Carrier surcharges - Costs caused by an incorrect customer-provided address - Costs caused by refusal or failure to collect - Loss in value caused by use beyond reasonable inspection - Missing components attributable to the customer - Damage or contamination occurring after delivery - Promotional value that must be recalculated under an applicable and properly disclosed offer No deduction will be made where prohibited by applicable law. --- ## Sale and Promotional Products Products purchased during a sale, launch promotion, bundle, quantity discount, seasonal promotion, or other promotional event remain subject to this policy unless the specific promotion clearly states additional lawful terms. Sale status does not remove mandatory rights relating to goods that are defective, damaged, unsafe, incorrectly supplied, or materially misdescribed. --- ## European Union / EEA Customers Where applicable, consumers in the European Union or European Economic Area purchasing online may have a statutory right to withdraw from an eligible distance contract within **14 days after receiving the goods**, without giving a reason. This statutory withdrawal right is separate from our voluntary 90-day return program. Where properly disclosed and legally permitted, the customer may be responsible for the direct cost of returning goods under the statutory withdrawal right. If the law requires us to refund standard outbound delivery costs, we will refund the cost of the least expensive standard delivery method offered for the order. Any additional amount paid for an upgraded or express delivery method need not be refunded where the law permits. Where permitted, we may reduce reimbursement to reflect diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods. Where permitted by law, we may withhold reimbursement until we receive the goods back or the customer provides evidence that the goods were sent back. EU/EEA conformity, product-safety, and other mandatory consumer rights remain unaffected and prevail over any conflicting provision of this policy. --- ## United Kingdom Customers Where applicable, UK consumers purchasing online generally have the right to notify the seller that they wish to cancel an eligible distance purchase within **14 days after receiving the goods**, followed by the legally applicable return period. Where required by law, standard outbound delivery costs will be refunded. Extra costs resulting from a more expensive delivery option selected by the customer need not be refunded beyond the standard-delivery amount where permitted. Where legally permitted, a deduction may be made for diminished value caused by handling beyond what would reasonably be permitted when examining the product in a shop. Nothing in this policy limits any right available under applicable UK consumer law, including rights relating to faulty, unsafe, or misdescribed goods. --- ## Australian Customers Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded under the **Australian Consumer Law**. Australian consumer guarantees apply automatically and are separate from our voluntary return program. Depending on the circumstances and whether a failure is major or minor, legally available remedies may include repair, replacement, refund, cancellation, or compensation. A customer's change of mind, personal preference about gameplay, or failure to use the product does not by itself create a statutory defect claim where the product otherwise complies with the Australian Consumer Law. Our voluntary 90-day return program is additional to mandatory Australian rights. --- ## United States Customers Our voluntary 90-day return program applies subject to applicable federal, state, and local consumer law. Return eligibility, deadlines, return-shipping responsibility, promotional calculations, and other material conditions are stated in this policy so they can be reviewed before purchase. No provision of this policy removes a non-waivable right available under applicable law. Where no mandatory law requires a different result, change-of-mind returns are governed by the voluntary conditions stated in this policy. --- ## Canada and Other Countries or Regions Consumer-protection rules vary by jurisdiction. Where the law applicable to a purchase provides mandatory rights more favorable than this policy, those mandatory rights will apply to the extent legally required. Our voluntary return rights should not be interpreted as extending or replacing statutory warranty, conformity, safety, cancellation, or consumer-guarantee rights. Nothing in this policy is intended to exclude or restrict a right that legally cannot be excluded or restricted. --- ## Return Abuse, Fraud, and False Claims To the maximum extent permitted by law, we reserve the right to refuse a **voluntary** return, deny a voluntary refund, require further verification, limit future voluntary return privileges, or take other appropriate action where we reasonably identify evidence of: - Return fraud - False claims - Fabricated, altered, or manipulated evidence - Intentional product damage - Product substitution - Returning a different item from the one purchased - Missing substantial components - Unauthorized alteration or repair - Repeated abuse of promotional offers - Repeated abuse of our voluntary return program - Chargeback or refund abuse - Claims materially inconsistent with available order, delivery, product, customer-service, or carrier records We may preserve and provide relevant records to payment processors, banks, carriers, insurers, law-enforcement authorities, or other parties where reasonably necessary and legally permitted to investigate or respond to suspected fraud or a payment dispute. This section does not restrict legitimate statutory rights relating to defective, damaged, unsafe, non-conforming, or incorrectly supplied goods. --- ## Chargebacks and Payment Disputes Customers are encouraged to contact us first at: **inquiring325@gmail.com** so we have an opportunity to investigate and resolve legitimate order issues directly. If a payment dispute or chargeback is opened, we may provide the payment provider, bank, or card network with relevant records, including: - Order details - Checkout records - Tracking information - Delivery records - Customer communications - Refund records - Product information - Return records - Photographs or video voluntarily provided in connection with the claim - Evidence reasonably relating to the transaction or dispute Opening a chargeback does not automatically create an entitlement to a refund outside applicable law or card-network rules. Nothing in this section prevents a customer from exercising any lawful right to dispute a transaction. --- ## No Double Recovery To the maximum extent permitted by law, a customer is not entitled to receive more than one recovery for the same loss. If a customer has already received a refund, reimbursement, chargeback credit, carrier compensation, insurance payment, replacement product, or other equivalent remedy for the same issue, any additional remedy may be reduced or refused to the extent necessary to prevent duplicate recovery. This provision does not reduce any remedy that applicable law requires us to provide. --- ## Evidence and Recordkeeping Where reasonably necessary to administer a return, investigate a claim, or respond to a payment dispute, we may rely on available records including: - Order and checkout records - Payment records - Shipping labels - Tracking scans - Carrier records - Delivery photographs - Customer communications - Return tracking - Product inspection records - Photographs or video - Fraud-prevention records No single record automatically overrides mandatory consumer rights. Evidence will be considered in context. --- ## Policy Interpretation and Severability This policy should be interpreted to give lawful effect to its provisions to the maximum extent permitted by applicable law. If any provision is found invalid, unlawful, or unenforceable in a particular jurisdiction, that provision will be limited or disregarded only to the minimum extent necessary, and the remaining provisions will continue to apply where legally permitted. Mandatory consumer-protection laws applicable to a customer's purchase prevail over conflicting voluntary terms. --- ## Changes to This Policy We may update this Return & Refund Policy periodically. The version generally applicable to an order is the version in effect when the order was placed, except where a later change: - Is required by law - Corrects an obvious error without reducing an accrued legal right - Gives the customer more favorable rights - Is otherwise lawfully applicable --- ## Contact Us For returns, refunds, damaged products, missing components, incorrect orders, delivery issues, or other post-purchase questions, contact: **inquiring325@gmail.com** Please include your **order number** whenever possible so we can locate your purchase more quickly.