Refund & Return Policy
We want you and your pet to be happy with what you ordered. If something isn't right, here's exactly how returns and refunds work at Whisk & Wag.
Our 30-day return window
You have 30 days from the date your order is delivered to request a return. To be eligible, the item must be unused, in the same condition you received it, and returned in its original packaging with any included accessories.
Items we can't accept back
For hygiene and safety reasons, we can't accept returns on:
- Ear cleaners, wipes, cleaning gloves and similar consumable or hygiene products once they have been opened or used. Unopened items in their original sealed packaging can still be returned within 30 days.
- Items returned to us damaged, soiled, or with pet hair or odour, where that damage was not present on delivery.
- Items returned more than 30 days after delivery.
If an opened item is faulty, this exclusion does not apply. See "Damaged, defective or incorrect items" below.
How to start a return
Email us at support@whisknwag.co with your order number and a short note about what you'd like to return and why. Please wait for our reply before sending anything back — we'll confirm your return is eligible and send you the correct return address and instructions.
Items sent back to us without first requesting a return can't be processed or refunded.
Who pays for return shipping
If you're returning an item because you changed your mind, it wasn't the right fit for your pet, or you no longer want it, you're responsible for the cost of return postage. We recommend using a tracked service, as we can't issue a refund for a parcel that doesn't reach us.
If the item is damaged, defective, or not what you ordered, we cover the full cost of return shipping. You will never be out of pocket for our mistake.
Original shipping charges paid at checkout are not refundable, except where the item was faulty or incorrect.
Damaged, defective or incorrect items
Please check your order as soon as it arrives. If an item is damaged in transit, arrives faulty, or isn't what you ordered, email support@whisknwag.co within 7 days of delivery and include a photo of the item and its packaging.
Once we've seen the photo we'll arrange a free replacement or a full refund — including any shipping you paid — whichever you prefer. In most cases we won't ask you to send the item back.
Cancelling an order
If you change your mind quickly, email us within 24 hours of placing your order and we'll cancel it and refund you in full, provided it hasn't already been dispatched. We process orders within 1–3 business days, so please contact us as soon as you can.
Once an order has shipped it can no longer be cancelled, but you can still return it under the 30-day window above.
Refunds
Once your return arrives and has been inspected, we'll email you to confirm whether it's approved. Approved refunds are issued to your original payment method, typically within 3–5 business days of approval.
Please note that your bank or card issuer may take a further 5–10 business days to post the refund to your account. If it has been more than 15 business days since we confirmed your refund and you still haven't seen it, check with your bank first, then email us and we'll chase it.
Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order for the item you want. This way you're not waiting on the return to arrive before the replacement ships.
Your legal rights
Nothing in this policy affects any statutory rights you have under the consumer law of your country, including any right to cancel or return goods. Where local law gives you stronger rights than this policy, those rights apply.
Questions
If anything here is unclear, or your situation doesn't quite fit the cases above, just email support@whisknwag.co. A real person reads every message and we aim to reply within 1–2 business days.