Returns & Refunds
At Woof and Pup, we want you and your pets to be happy with your purchase. If something isn't quite right, we're here to help.
Changed Your Mind?
You have the right to cancel your online order within 14 days of receiving your goods, without giving a reason.
Once you've notified us, you have a further 14 days to return the items.
Please return products in their original condition, preferably in their original packaging. You may handle products as you would in a shop but we reduce your refund if excessive handling has reduced their value.
Items That Cannot Be Returned
Certain products may be exempt from change-of-mind returns, including sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, and items made to your personal specifications.
Made to Measure Vet Bedding
Vet Bedding cut specifically to a customer's requested measurements is made to their individual specifications and cannot be returned or refunded simply because they have changed their mind.
This does not apply to our standard-size vet bedding, which is covered by our normal returns policy.
If your made-to-measure vet bedding arrives faulty, damaged or incorrectly cut, your statutory consumer rights still apply.
Faulty or incorrect items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible so we can resolve the issue.
Your rights under the Consumer Rights Act 2015 remain unaffected.
Return Postage
If you're returning an item because you've changed your mind, you are responsible for the return postage costs.
If an item is faulty or incorrect, we will cover reasonable return postage costs where a return is required.
Refunds
We will issue eligible cancellation refunds within 14 days of receiving your returned goods, or receiving evidence that you have sent them back, whichever is earlier.
Refunds will be made to your original payment method. Standard outbound delivery charges will also be refunded whereas required by law.
How to Arrange a Return
Please contact Woof and Pup before sending an item back, providing your order number and the reason for your return.
We will provide the appropriate return instructions and return address.