Refund policy

Return & Refund Policy — Bunny Mansions

Last updated: 19 May 2026

At Bunny Mansions, we want you to be genuinely happy with your purchase. If something isn't right, we'll do our best to help.

This page explains how returns and refunds work. It is part of our Terms of Service and should be read together with our Privacy Policy.

Quick overview

  • 14 days: Your statutory right of withdrawal — return any product for any reason, with very limited exceptions.

  • 30 days: Our voluntary return policy — extended return window with a few simple conditions.

  • Damaged on arrival: Tell us within 5 days so we can claim shipping insurance.

  • You pay return shipping, unless the product is defective or we made the error.

  • Refunds are processed within 14 days of receiving your return.

1. Your statutory 14-day right of withdrawal

Under Dutch and EU consumer law, you have the right to cancel your purchase within 14 days of receiving your order, for any reason and without justification.

How to use this right

  1. Notify us within 14 days of receiving your order. Email info@bunnymansions.nl with the subject line "Withdrawal" and your order number. You can also use the Model Withdrawal Form at the bottom of our Terms of Service.

  2. Return the product within 14 days of your notification.

  3. We refund you within 14 days of receiving the product (or proof you have sent it), using the same payment method you used for the order.

Return shipping

You pay the return shipping costs. We do not provide free return labels for withdrawal returns.

Refund amount

We refund the full product price. If you originally chose a more expensive shipping option than our standard one, we refund only the cost of standard shipping.

Can I still return the product if it has been used or chewed?

Yes — you can still return it within 14 days. However, you may handle the product only as you would in a shop: unpack, inspect, check its features.

If you handle the product beyond that, we may reduce your refund to reflect the loss in value. Examples that may reduce your refund:

  • Visible signs of use (scratches, marks, wear)

  • The product has been chewed or damaged by a rabbit

  • The product has been assembled and used in a setup

  • Parts, accessories or original packaging are missing

  • The product is no longer in a condition to be resold as new

In serious cases, the reduction may be significant — close to zero refund in some cases. We will document any reduction with photos and explain it before processing your refund.

This does not remove your right to withdraw. It only affects how much you get refunded.

Products excluded from the 14-day right

Under EU consumer law, the statutory right of withdrawal does not apply to:

  • Made-to-order or personalised products — products made to your specifications or clearly personalised for you.

  • Sealed hygiene products — products sealed for hygiene reasons that have been unsealed after delivery (for example, some bedding items).

  • Consumables that have been opened and mixed with existing supply — such as opened hay or herbs that can no longer be separated from your existing stock.

We will tell you at the time of purchase if any product falls under one of these exceptions.

2. Our voluntary 30-day return policy

On top of your statutory 14-day right, we voluntarily offer an extended return window: you can return most products up to 30 days from the day you receive your order.

This is goodwill, not a legal requirement. The following conditions apply to returns made between day 15 and day 30:

  • The product must be unused and unchewed

  • The product must be in the same condition as you received it

  • The product must be well packaged to protect it during return shipping

  • All original parts, accessories and packaging must be included

  • You pay the return shipping costs

If a returned product does not meet these conditions, we may refuse the return or reduce the refund to reflect the loss in value. We will tell you before processing.

Products not eligible for the 30-day policy

  • Consumables: hay, herbs, food, treats (once opened or no longer in original sealed packaging)

  • Sealed hygiene items once the seal is broken

  • Personalised or made-to-order products

  • Gift cards

If you're not sure whether your product is eligible, email us at info@bunnymansions.nl before sending it back.

3. Damaged or defective deliveries

If your package arrives damaged

If your package arrives with visible damage to the box or the product, please contact us as soon as possible, and within 5 days of receiving the package, by emailing info@bunnymansions.nl with:

  • Your order number

  • Clear photos of the damaged packaging

  • Clear photos of the damaged product

  • A short description of the damage

This 5-day window matters: our shipping insurance only allows us 7 days to file a claim with the carrier. If you notify us after 5 days, we may not be able to recover the cost from the carrier, but we will still help you to the best of our ability.

In cases of damage on arrival, we cover the cost of return shipping or replacement.

If the product turns out to be defective

If a product is defective, does not match its description, or stops working as expected within a reasonable time, contact us at info@bunnymansions.nl. Under Dutch consumer law (Boek 7 BW), you have the right to a product that conforms to the contract.

We will work with you on a repair, replacement or refund, depending on the situation. The 5-day notification window above does not apply to defects — your statutory rights apply for the full conformity period.

4. How to return — step by step

  1. Email us first at info@bunnymansions.nl with your order number and the reason for return. Do not send the product back before we have confirmed.

  2. We respond within 2 business days with the return address and any product-specific instructions (some products need to be packaged in a particular way).

  3. Take photos of the product and packaging before you send it. This protects both of us if there is shipping damage on the way back.

  4. Pack the product securely in its original packaging where possible. You are responsible for the product until it reaches us, so insure or track high-value returns.

  5. Send the package to the return address we provided. Keep your shipping receipt and tracking number.

  6. We inspect the return within 5 business days of receiving it and email you to confirm whether the refund is approved and, if applicable, the refund amount.

  7. We process your refund to your original payment method within 14 days of receiving the return (or proof you have sent it). Depending on your bank, it may take a few additional days to appear on your statement.

If more than 15 business days have passed since we confirmed your refund and you still haven't received it, please contact us.

5. Exchanges

We don't process direct exchanges. The fastest way to get a different product is:

  1. Return the original item using the process above.

  2. Place a new order for the product you want.

This way, your new order ships as soon as you place it, instead of waiting for the return to arrive.

6. Refunds

Timing

  • For statutory 14-day withdrawals, we refund within 14 days of receiving the product (or proof you have sent it).

  • For 30-day voluntary returns, we refund within 14 days of receiving the product and confirming it meets the return conditions.

Method

Refunds are issued to the same payment method you used for the original order. We cannot refund to a different card, account or payment method, with rare exceptions on request.

What you get refunded

  • The product price you paid

  • Standard original shipping cost (only for full-order returns within the statutory 14 days)

  • Minus any loss in value if the product was used or damaged beyond simple inspection

We do not refund:

  • Original shipping costs for partial returns or voluntary 30-day returns

  • Costs you paid to upgrade to faster or premium shipping

  • Customs duties or import taxes paid in your country (you can usually reclaim these from your local customs office)

7. Complaints

If you are not happy with how we handle your return or refund, please contact us first at info@bunnymansions.nl and we will do our best to resolve it.

If we cannot resolve the issue together, Bunny Mansions B.V. is a member of WebwinkelKeur. You can request free mediation at www.webwinkelkeur.nl. If mediation does not resolve the complaint, the independent disputes committee appointed by WebwinkelKeur can issue a binding decision.

EU consumers can also submit complaints through the European Online Dispute Resolution platform: ec.europa.eu/odr.

You always retain the right to bring a dispute before the competent court in the Netherlands.

8. Contact

For all return and refund matters:

Bunny Mansions B.V. Michiel de Ruyterweg 208, 2628 BA Delft, The Netherlands Email: info@bunnymansions.nl Phone: +31 6 27301700

This Return & Refund Policy is available in English and Dutch. In case of any discrepancy, the Dutch version prevails for customers based in the Netherlands.