Refund policy
Last Updated: September 16, 2026
We want you to feel confident when buying from Bob’s Pal.
If something is not right with your order, please contact us and we will work with you to find an appropriate solution.
This Return & Refund Policy applies to purchases made directly through the Bob’s Pal website.
Nothing in this policy limits any mandatory consumer rights that apply to you under applicable law.
1. Return Window
Unless otherwise stated for a specific product or promotion:
United States
Customers may request a return within 30 days of delivery for eligible products.
European Union
EU consumers retain their statutory right to withdraw from eligible distance purchases within 14 days after receiving the goods, without providing a reason.
Additional statutory consumer rights may apply where a product is defective or does not conform to the contract.
2. Change-of-Mind Returns
For voluntary returns outside mandatory statutory rights, products should generally be:
- Unused;
- In original condition;
- Complete with all accessories;
- Returned with original packaging where reasonably possible;
- Free from damage caused by use or improper handling.
Certain products may not be eligible for voluntary return due to their nature, including:
- Used consumable products;
- Products that cannot reasonably be resold for hygiene or safety reasons;
- Customized or personalized products;
- Products specifically excluded at the time of purchase.
Any applicable statutory exceptions will continue to apply.
3. EU Right of Withdrawal
If you are an EU consumer purchasing products online, you generally have a statutory right to withdraw from an eligible purchase within 14 days after receiving the goods without giving a reason.
If you exercise this right:
- You must notify us within the applicable withdrawal period;
- You generally have 14 days to send the goods back after notifying us;
- You may be responsible for direct return shipping costs where we properly informed you of this obligation;
- We may reduce a refund where the goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, and functioning, where permitted by law.
We will process refunds in accordance with applicable law.
4. Defective, Damaged, or Incorrect Products
If you receive a product that:
- Is defective;
- Is damaged during delivery;
- Is materially different from what you ordered;
- Is missing essential components;
- Does not conform to the applicable product description;
please contact us as soon as reasonably possible.
We may request:
- Order number;
- Photos;
- Videos;
- Product information;
- Serial number or batch information, where applicable;
- Description of the issue.
Depending on the circumstances and applicable law, we may provide:
- Replacement;
- Repair;
- Refund;
- Replacement parts;
- Other appropriate remedy.
For defective products, applicable statutory rights may provide remedies beyond the voluntary return period described above.
5. Wrong Item or Missing Item
If we send you the wrong product or an item is missing from your order, please contact us within 14 days of delivery where reasonably possible.
If the issue is confirmed to be our error, we will provide an appropriate solution, which may include:
- Replacement;
- Shipment of missing items;
- Refund;
- Return shipping at our expense.
6. Return Authorization
Please do not send products back to us without first contacting customer support.
Unauthorized returns may delay processing.
To request a return, contact:
Please include:
- Order number;
- Name;
- Email address used for the order;
- Product name;
- Reason for return;
- Photos or videos where relevant.
7. Return Shipping Costs
Change-of-Mind Return
For voluntary returns, the customer may be responsible for return shipping costs unless otherwise stated.
Defective / Incorrect / Damaged Product
If the return is due to a confirmed product defect, incorrect shipment, or other error attributable to Bob’s Pal, we will generally cover reasonable return shipping costs.
EU Statutory Withdrawal
For EU statutory withdrawal, the customer may bear the direct cost of returning goods where permitted by law and where we properly informed the customer of this obligation.
8. Refunds
Once we receive the returned product, we may inspect it to confirm its condition and eligibility.
Approved refunds will generally be issued to the original payment method.
Depending on your payment provider or financial institution, it may take additional time for the refunded amount to appear in your account.
For EU statutory withdrawals, applicable law generally requires reimbursement within 14 days after notification of withdrawal, although the trader may in certain circumstances withhold reimbursement until the goods are returned or evidence of return is provided.
9. Partial Refunds
Where permitted by applicable law, the refund amount may be adjusted if:
- Products are missing;
- Accessories are missing;
- Products are damaged;
- Products show use beyond what is reasonably necessary to inspect them;
- The returned product has diminished in value.
Any deduction will be applied only to the extent permitted by applicable law.
10. Bundles
If a product is purchased as part of a promotional bundle, the return treatment may depend on the terms of that promotion.
Where a bundle is offered as a single promotional package, we may require the complete bundle to be returned unless otherwise required by applicable law.
Any promotional discount or free gift may be recalculated when processing a partial return, where permitted by law.
11. Sale and Clearance Products
Products sold during clearance or liquidation promotions may be subject to special return terms disclosed at the time of purchase.
However, statutory consumer rights relating to defective or non-conforming goods are not excluded by a “final sale” designation where such exclusion is prohibited by law.
12. Exchanges
Where available, we may offer an exchange instead of a refund.
If the requested replacement product is unavailable, we may offer:
- A refund;
- Replacement with another available product;
- Store credit where legally permitted and agreed by the customer.
13. Cancellation Before Shipment
If you wish to cancel an order, contact us as soon as possible.
We will make reasonable efforts to cancel an order before it enters fulfillment.
Once an order has been processed or shipped, cancellation may no longer be possible and the order may need to be handled through the applicable return process.
14. Refund Timing
Once a refund has been approved, we will initiate the refund to the original payment method.
The time required for the funds to appear in your account depends on the payment provider or financial institution.
15. Statutory Consumer Rights
Nothing in this policy is intended to exclude, restrict, or replace mandatory consumer rights.
For EU consumers, applicable law provides a 14-day withdrawal right for eligible online purchases and a minimum legal guarantee for defective or non-conforming goods.
Additional rights may apply under the laws of your country or state.
16. Contact Us
For return or refund assistance:
Bob’s Pal
Email: support@bobspal.com