Refund policy
Returns Our boxes contain fresh, home-baked dog treats, so for hygiene and food-safety reasons food items can't be returned once they've been sent. This doesn't affect your rights if something arrives damaged or faulty, or isn't what you ordered (see Damages and issues below). Contact us to ask about return options and how to start a return.
How to start a return Whether return or cancellation requests are accepted depends on the terms above and your rights under applicable law. Contact us before returning an item. Unless we state otherwise or applicable law requires otherwise, you are responsible for return shipping costs for change-of-mind returns.
Subscription cancellations You can cancel a gift box subscription at any time. We'll refund what you paid, minus the cost of any boxes already sent. To cancel, go to heckbork.com/pages/subscription-help and enter the email address you used for the subscription. We'll email you a secure link, and your refund is worked out and issued automatically. If your dog has passed away, we're so very sorry. Instead of taking the refund, you can choose to donate the refund amount, in your dog's name, to the dog rescues HeckBork supports.
Damages and issues Please inspect your order when you receive it and contact us immediately if an item is defective or damaged, or if you received the wrong item. A photo of the problem helps us put it right quickly.
Exceptions and non-returnable items Some items may not be eligible for return, as stated in the return terms above or on the product listing, website, or in-store at the time of purchase. This includes food items and boxes personalised with your dog's name, unless they arrive damaged, faulty or incorrect. Contact us if you have questions about whether a specific item can be returned.
Exchanges Contact us to ask about exchange options before returning your item.
United Kingdom returns and cancellations If you are a consumer in the United Kingdom and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods, unless an exemption applies. Fresh food and goods personalised for you are exempt, so this right won't usually apply to the box contents themselves. Subscriptions can still be cancelled at any time (see Subscription cancellations above). After you tell us you wish to cancel, you must return the goods to us within 14 days. We will refund eligible cancelled orders within 14 days after we receive the returned goods or receive evidence that you have sent them back. For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We may not refund any additional amount paid for express or premium delivery beyond the cost of standard delivery. To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.
Refunds We will notify you after we receive and inspect your return and let you know whether the refund was approved. If approved, you will be refunded to your original payment method, unless otherwise stated. Subscription cancellation refunds are issued automatically to your original payment method. Your bank or payment provider may need additional time to process and post the refund. If you do not see your refund within a reasonable period of time since your refund was approved, contact us. This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.
Contact To request a cancellation, start a return, inquire about a return, ask about an exchange or report damaged items, please contact us at info@gibenterprises.com. To cancel a subscription, use heckbork.com/pages/subscription-help.