Refund policy

We want you and your pet to be happy with every purchase. If something isn't right, we're here to help.

30-Day Returns

You may return most items within 30 days of the delivery date for a refund or exchange.

To be eligible for a return, your item must be:

  • Unused, unworn, and in the same condition you received it
  • In its original packaging, with all tags and accessories included
  • Accompanied by proof of purchase (order number or receipt)

How to Start a Return

  1. Email us at [your support email] with your order number and the reason for your return.
  2. We'll send you return instructions and, if applicable, a return shipping label.
  3. Pack the item securely and send it back to the address provided.

Refunds

Once we receive and inspect your returned item, we'll notify you of the approval status.

  • Approved refunds are issued to your original payment method within 5–10 business days.
  • Original shipping costs are non-refundable unless the return is due to our error (e.g., wrong or defective item).

Exchanges

Need a different size, colour, or variant? Let us know when you start your return and we'll arrange an exchange instead of a refund, subject to availability.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or isn't what you ordered, contact us within 48 hours of delivery with photos of the issue. We'll cover the cost of return shipping and send a replacement or full refund no return required in some cases.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Opened pet food, treats, or consumables
  • Personalised or custom-made items (e.g., engraved tags)

Late or Missing Refunds

If you haven't received your refund after 10 business days, please check with your bank or card provider first, as processing times vary. If you still haven't received it, contact us at contact@wagwells.net.

Contact Us

Questions about your return? Reach out to us at contact@wagwells.net and we'll be happy to help.

This policy applies to orders placed through Wagwells. We reserve the right to update this policy at any time; changes will be posted on this page.

 

ABN: 19973849800