We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@wagswhiskers.store. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@wagswhiskers.store.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@wagswhiskers.store.

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.