Refund policy

30-day returns

If you're not happy with your purchase, you can return it within 30 days of delivery. The item must be unused, in its original condition and packaging, with all included parts.

How to start a return

Email us at getbilby@gmail.com with your order number and the reason for the return. We'll reply with return instructions and the return address. Please don't send items back before contacting us, because returns sent without instructions can't be processed.

Return shipping costs are paid by the customer, unless the item arrived damaged, defective, or was the wrong item.

Damaged, defective, or wrong items

Please check your order when it arrives. If the item is damaged, defective, or not what you ordered, email us within 7 days of delivery with your order number and a photo of the problem. We'll send a free replacement or give you a full refund, and in most cases you won't need to send the item back.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds go back to your original payment method within 5-10 business days. Your bank or payment provider may take a few extra days to post it.

Exchanges

The fastest way to get a different item is to return the one you have and place a new order.

Questions

Contact us at getbilby@gmail.com.