Returns & Refund Policy

At Wags & Whiskers, we want you to shop with confidence. If something isn't right with your order, we're here to help.

14-Day Return Policy

You may request a return within 14 days of receiving your order.

To be eligible for a return:

• The item must be unused and in its original condition.
• It must be returned in its original packaging.
• Proof of purchase (order number or confirmation email) is required.

Please contact us before returning any item so we can provide the correct return instructions.

Damaged or Defective Items

If your order arrives damaged, defective, or doesn't work as intended, please contact us within 14 days of delivery.

Please include:

• Your order number
• Clear photos or a short video showing the issue
• Photos of the packaging if applicable

Once we've reviewed your claim, we'll arrange one of the following:

• A replacement item
• A full refund
• A partial refund (where appropriate)

You will not be charged any additional shipping costs for approved claims.

Incorrect or Missing Items

If you receive the wrong item or part of your order is missing, please notify us within 14 days of delivery.

Please include:

• Your order number
• Photos of the item received
• Photos of the packaging and shipping label

Once confirmed, we'll send the correct item or issue a refund where appropriate.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

• Opened pet food or treats
• Grooming products that have been opened or used
• Personalised or custom-made items
• Gift cards
• Any product marked as non-returnable

Order Cancellations

Orders may be cancelled before they have been processed or dispatched.

Once an order has been shipped, it can no longer be cancelled and must follow our standard return process.

Refunds

Once your return has been received and inspected, we'll notify you of the outcome.

If approved:

• Refunds will be issued to your original payment method.
• Please allow 5-7 business days for the refund to appear, depending on your bank or payment provider.

Return Shipping

If the return is due to:

• A damaged item
• A defective item
• An incorrect item

We will cover the return or replacement costs.

For any other return reasons, the customer is responsible for return shipping costs.