Wagly Returns & Refunds Policy

 

At Wagly, we stand behind our products and want every pet parent to have a great experience. We also maintain clear return requirements so that returns and refunds can be handled fairly and consistently.

Please read this policy carefully before requesting a return. Nothing in this policy limits any consumer rights that cannot legally be excluded under applicable law.

1. 30-Day Return Window

Eligible products may be returned within 30 days of delivery, subject to all requirements in this policy.

The 30-day period begins on the date carrier tracking indicates the order was delivered.

After 30 days, change-of-mind returns are not accepted.

2. How to Request a Return

All returns must be requested and authorized by Wagly before anything is shipped back.

To request a return, email:

petparentsupport@wagly.shop

Include:

• Your order number

• The email address used to place your order

• The reason for your return

• Photos or video if you are reporting damage, a defect, an incorrect item, or another product-related issue

Submitting a request does not automatically mean that the return or refund has been approved.

Wagly will review your request and, if your return is eligible, provide return authorization and return instructions.

Do not send a product back until you have received return authorization from Wagly.

Returns sent without prior authorization may be refused and are not eligible for a voluntary refund.

3. Eligibility for Change-of-Mind Returns

For a voluntary change-of-mind return to qualify:

• The return must be requested within 30 days of delivery.

• The product must be unused.

• The product must be in substantially the same condition in which it was received.

• The product must not be damaged, altered, excessively handled, washed, improperly cleaned, or otherwise deteriorated.

• All included components and accessories must be returned.

• Proof of purchase and the original order number must be provided.

• Wagly must authorize the return before it is shipped.

• The customer must follow the return instructions provided by Wagly.

• The return must be securely packaged.

• Tracking must be provided when requested.

• Wagly must receive and inspect the returned product before a refund is approved.

Wagly reserves the right to refuse a voluntary return that does not satisfy these requirements.

4. Used Products

Products that have been used are generally not eligible for change-of-mind returns.

Wagly products may come into contact with pet hair, dirt, dust, oils, fabrics, furniture, or other surfaces during use. For this reason, a product that has been used, cleaned, washed, altered, damaged, or otherwise placed into service generally cannot be returned simply because the customer changed their mind or no longer wants it.

A customer's dissatisfaction with personal results does not automatically make a used product eligible for a voluntary refund.

This section does not affect any applicable legal rights relating to defective, unsafe, misrepresented, or non-conforming products.

5. Change of Mind or Personal Preference

The following reasons do not automatically entitle a customer to a refund:

• Changing your mind

• No longer wanting the product

• Ordering by mistake

• Ordering the wrong quantity

• Finding another product you prefer

• Deciding you do not need the product

• Personal preference

• Expecting a different result based on individual circumstances

A customer requesting a return for one of these reasons must still satisfy all return eligibility requirements in this policy.

If the product has already been used, it generally will not qualify for a voluntary change-of-mind return.

6. Return Shipping

For approved change-of-mind returns, the customer is responsible for return shipping costs.

Return shipping costs are non-refundable.

Original shipping charges, expedited shipping charges, duties, brokerage charges, and other non-product charges are also generally non-refundable unless required by applicable law.

Customers should use a reliable, trackable shipping service.

Wagly is not responsible for customer return shipments that are lost or damaged before reaching the designated return location.

Where Wagly determines that an item was incorrectly supplied, damaged in transit, or defective, Wagly will provide appropriate instructions regarding return shipping.

7. Inspection Before Refund

Receiving a returned product does not automatically mean a refund will be issued.

All voluntary returns are subject to inspection.

After receiving the return, Wagly may verify:

• Product condition

• Signs of use

• Damage or excessive wear

• Missing components

• Whether the returned product corresponds to the original order

• Compliance with the return authorization and instructions

If the return satisfies this policy, Wagly will approve the refund.

If it does not satisfy the return requirements, Wagly may refuse the voluntary refund or, where appropriate and permitted by law, reduce the refund to account for diminished value.

8. Refund Processing

Approved refunds will generally be issued to the original payment method.

Processing times vary depending on the customer's bank, card issuer, or payment provider.

Wagly does not control the time required for a financial institution to post an approved refund.

9. Damaged Products

If your order arrives damaged, contact:

petparentsupport@wagly.shop

as soon as reasonably possible.

Include your order number and clear photographs showing:

• The product

• The damage

• The packaging

• The shipping label, if requested

Wagly may request additional photographs, video, or information reasonably necessary to investigate the claim.

Please retain the product and packaging while the claim is being reviewed.

If Wagly confirms that the product was damaged in transit, Wagly will provide an appropriate resolution.

10. Defective Products

If you believe your product has a manufacturing defect, email:

petparentsupport@wagly.shop

with your order number, a description of the problem, and photographs or video showing the issue where reasonably possible.

Wagly may request additional evidence or troubleshooting information before determining whether the product is defective.

The following are generally not considered manufacturing defects:

• Normal wear and tear

• Accidental damage

• Misuse

• Improper cleaning

• Improper storage

• Unauthorized modification

• Damage caused by pets or other external factors

• Use contrary to product instructions

If a defect is confirmed, Wagly will provide the appropriate remedy in accordance with applicable law and any applicable warranty.

11. Incorrect or Missing Items

If Wagly sends the wrong item or an item is missing from your shipment, contact petparentsupport@wagly.shop promptly.

Provide your order number and any photographs or other information reasonably requested.

If Wagly confirms an order fulfillment error, we will provide an appropriate resolution, which may include sending the correct or missing item, replacing the item, or providing another applicable remedy.

12. Product Performance & Individual Results

Wagly products are designed to perform as described when used appropriately and for their intended purpose.

However, individual results may vary depending on factors such as:

• Type and amount of pet hair

• Fabric or surface type

• Condition of the surface

• Cleaning history

• Technique and manner of use

• Other circumstances specific to the customer's environment

Not achieving a customer's preferred or expected result does not, by itself, establish that a product is defective.

A used product is not automatically eligible for a refund simply because the customer expected a different individual result.

Nothing in this section limits rights that apply where a product fails to comply with applicable legal requirements or enforceable representations.

13. Lost Packages

A temporary delay or lack of tracking updates does not necessarily mean that a package has been lost.

Where a shipment appears to be lost, Wagly may require completion of a carrier investigation before issuing a replacement or refund.

If the carrier confirms that the package has been lost in transit, Wagly will provide an appropriate resolution, which may include replacement or refund.

14. Packages Marked Delivered

If carrier tracking shows that an order was delivered but you cannot locate it, please:

1. Check the delivery location and surrounding area.

2. Check your mailbox, parcel locker, concierge, reception desk, or building management.

3. Ask other members of your household.

4. Check with neighbours where appropriate.

5. Review any carrier delivery photograph or delivery notice.

If the package still cannot be located, contact petparentsupport@wagly.shop.

Wagly may open an investigation with the carrier and request information necessary to investigate the delivery.

A package being reported as missing after tracking indicates delivery does not automatically result in an immediate refund.

Wagly will review the circumstances and provide an appropriate resolution where warranted.

15. Incorrect Addresses, Refused Deliveries & Unclaimed Packages

Customers are responsible for providing complete and accurate shipping information.

Where permitted by applicable law, Wagly is not responsible for additional costs resulting from:

• Incorrect addresses provided by the customer

• Incomplete addresses

• Failure to collect a package

• Refused deliveries

• Repeated unsuccessful delivery attempts

If the package is returned to Wagly, reasonable shipping or handling costs may be deducted from any applicable refund where legally permitted.

Additional shipping charges may apply if the customer requests reshipment.

16. Promotional Offers, Bundles & Free Gifts

Returns involving bundles, promotional pricing, multi-buy offers, free gifts, or other discounts may require the entire qualifying purchase to be returned.

If only part of a promotional purchase is returned, Wagly may recalculate the transaction as though the retained items had been purchased without the returned promotional benefit, where permitted by law.

If a free gift was provided because the order met specific promotional conditions, Wagly may require the gift to be returned with the qualifying purchase.

Where permitted by law, the reasonable value of an unreturned promotional item may be deducted from the applicable refund.

17. Exchanges

Wagly generally does not process direct exchanges for change-of-mind purchases.

If you want a different item, quantity, colour, or product, you may be required to complete an eligible return and place a new order.

This does not apply where an exchange or replacement is required because Wagly supplied an incorrect, damaged, or defective product.

18. Return Policy Abuse

Wagly reserves the right to review patterns of return activity and investigate suspected fraud, misuse, false claims, or abuse of this policy.

Where permitted by law, Wagly may restrict eligibility for future voluntary change-of-mind returns where there is reasonable evidence of repeated policy abuse.

Mandatory consumer rights are not affected.

19. False or Fraudulent Claims

Customers may be required to provide reasonable evidence supporting claims involving missing, damaged, defective, incorrect, or undelivered products.

Wagly reserves the right to deny voluntary claims supported by false, altered, misleading, or fraudulent information.

Where appropriate, Wagly may provide relevant information to carriers, payment processors, financial institutions, or appropriate authorities when investigating suspected fraud.

20. Chargebacks & Payment Disputes

If there is a problem with your order, we encourage you to contact petparentsupport@wagly.shop so we can investigate and attempt to resolve the issue.

If a payment dispute or chargeback is initiated, Wagly may provide relevant documentation to the payment processor or financial institution, including:

• Order records

• Tracking information

• Delivery confirmation

• Return records

• Customer communications

• Refund or replacement records

• Relevant photographs or evidence

Nothing in this section prevents a customer from exercising any right available under applicable law or through their payment provider.

21. Consumer Rights

Nothing in this policy is intended to exclude, restrict, waive, or replace a warranty, remedy, cancellation right, refund right, or other consumer protection that cannot legally be excluded under applicable law.

If applicable consumer-protection legislation provides rights that conflict with a provision of this voluntary return policy, the applicable legal requirement will prevail.

22. Policy Updates

Wagly may update this policy from time to time.

The policy applicable to an order will generally be the version in effect when the order was placed, except where otherwise required by law.

23. Contact Wagly

For all return, refund, damaged-item, defective-product, incorrect-order, or delivery-related requests, contact:

petparentsupport@wagly.shop

Please include your order number and a clear description of your request.

Do not send any product back until Wagly has provided return authorization and return instructions.