Refund policy

We want you and your dog to be happy with every order. If something is not right, here is how returns and refunds work.

Return window

You can request a return within 30 days of the delivery date. After 30 days we are not able to offer a refund or exchange.

Condition of items

Items must be unused, in their original condition, and in the original packaging. We cannot accept items that show signs of use or wear, unless the item arrived defective or damaged.

How to start a return

Email contact@petwagshop.com with your order number and the reason for the return. We will reply with the return address and clear instructions. Please do not send an item back before contacting us, so we can make sure your return is handled correctly.

Who pays for return shipping

If the item is defective, damaged, or not what you ordered, we cover the return shipping and send a replacement or a full refund.
For returns based on a change of mind, the return shipping cost is the customer's responsibility.

We never charge a restocking fee.

Exchanges

The fastest way to get a different item or size is to return the one you have, and once your return is accepted, place a new order for the item you want. If the item arrived defective or damaged, contact us and we will arrange a replacement at no extra cost.

Refunds

Once we receive and inspect your return, we email you to confirm whether it was approved. Approved refunds are processed to your original payment method within 14 business days. Depending on your bank or card issuer, it can take additional time for the amount to appear on your statement.

Have not received your refund yet?

If we have confirmed your refund but you do not see it, first check your bank account again, then contact your credit card company and your bank, since processing time on their side can vary. If you have done all of this and still have not received it, email us at contact@petwagshop.com.

Damaged or missing items

If your order arrives damaged, or an item is missing, contact us right away at contact@petwagshop.com. Photos of the item and the packaging help us solve it faster.

Items that cannot be returned

A few things cannot be returned: items marked final sale or clearance, gift cards, and any item sent back more than 30 days after delivery. For hygiene reasons, some items cannot be returned once opened or used, unless they arrived defective. We will let you know if this applies when you contact us.