Refunds & Cancellations

Returns

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return your item must arrive with significant damage, making the product unusable. You can also be eligible for a return or refund if you receive the wrong item or wrong quantity of items. 

    To complete your return, we require a receipt or proof of purchase and photographic evidence on some occasions. Please do not send your purchase back to the manufacturer. You will be expected to cover the shipping costs for the return. We cannot offer prepaid labels. 

    Refunds

    We can only issue refunds in exceptional circumstances and once the items have been returned. In most cases, we can offer refunds and replacements if we have made a mistake. If you have made the mistake then we may not be able to offer a refund or replacement. But, we may be able to offer you a discount for you to place another order with the correct variant. Please contact us to find out if your circumstance qualifies for a refund. 

    We cannot provide refunds if:

    • You are not satisfied with the item
    • The item doesn't have significant damage
    • The item is late or didn't arrive on time
    • You no longer want the item

    We only offer refunds if:

    • Your item arrives damaged
    • You receive the wrong item
    • Your item doesn't arrive after 60 days

    We require photographic or video evidence of the damaged or defective product, in order to proceed. As soon as we deem that the product is significantly damaged or defective, we will either issue a replacement item or request you to return the item back to us so we can issue you a refund. 

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    Late or missing refunds 

    If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

    If you’ve done all of this and you still have not received your refund yet, please contact us at waggytailshelp@gmail.com.

    Exchanges 

    We only replace items if they are defective or damaged. 

    If you want to exchange your item for a different size because it does not fit, the only way to currently do this would be to place another order with the correct size. We are willing to offer a discount code to bring the price down enough to cover the shipping costs. Please contact us with a picture of your order to receive this discount code. 

    Cancellations

    We can only process cancellations or partial cancellations in exceptional circumstances. Please contact us to find out if your circumstance qualifies for a cancellation. We cannot guarantee that we will be able to cancel your order in time.

    Please note, the following are classed as not exceptional circumstances:

    • You regret making an order
    • Your order was accidental

    Order Changes

    All requests after placing an order are subject to approval, we cannot guarantee that the requested changes can be made in time. Please ensure that your order is correct before placing the order. We cannot be held responsible for your mistake if we cannot amend your order in time. 

    If you would like to change/update your order due to ordering an incorrect variant, size or colour; or would like to increase the quantity of items in your order or to upgrade/degrade your shipping method; you can email our customer support team at waggytailshelp@gmail.com who will process any changes requested. Any change in the value of your order will be refunded/charged to the customer's credit card or payment details on our system.

    Please note: Requesting a change to your order that decreases the quantity of items in your order is classed as a partial cancellation. Consequently, this can only be processed if the reason given is not classed as one of the pre-defined 'not exceptional circumstances'.

    Disclaimer: The refunds and cancellations terms given above are what we believe to be fair and reasonable. These terms do not affect your statutory rights to a refund within a 14 day cooling period.