REFUND AND RETURNS POLICY
Waggle (wagglepetsupplies.com)
Last updated: 15 November 2026
OVERVIEW
This policy explains how to cancel an order, return items and get a refund from Waggle. Waggle is run by a sole trader. It follows the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy affects your legal rights as a consumer.
If you have any questions, email us at info@wagglepetsupplies.com.
YOUR 14-DAY RIGHT TO CANCEL
You have the right to cancel your order for any reason within 14 days. The 14 days start on the day you receive your goods. If your order arrives in more than one delivery, the 14 days start on the day you receive the last item.
To cancel, tell us clearly by email at info@wagglepetsupplies.com. Please include your name, your order number and the items you want to cancel. You do not have to give a reason.
Once you have told us you are cancelling, you have a further 14 days to send the goods back to us.
HOW TO START A RETURN
1. Email info@wagglepetsupplies.com with your order number and the items you want to return. Tell us if the item is faulty, damaged, not as described or the wrong size or colour.
2. We will reply with the return address and any other details you need.
3. Pack the items carefully and send them back within 14 days of telling us you are cancelling.
Please do not send anything back before you have emailed us. We suggest using a tracked postage service and keeping your proof of postage, because the items remain your responsibility until they reach us.
CONDITION OF RETURNED ITEMS
Items must be unused and in their original condition, with any tags, labels and original packaging. Please take reasonable care of the goods while you have them. You may open and look at an item to check what it is and whether it works, as you could in a shop.
If an item has been used or handled more than necessary for that, and it has lost value as a result, we may reduce your refund to reflect this.
RETURN POSTAGE
If you are returning an item because you changed your mind, you pay the cost of posting it back to us.
You do not pay return postage if the item is faulty, damaged on arrival, not as described, or we sent the wrong item. In those cases we will refund the reasonable cost of returning it, or tell you how to return it at our cost. Please check with us by email before you send it.
REFUNDS
We refund you to the original payment method you used for the order. We do not refund to a different card or account.
If you cancel within your 14-day right, we will refund the price of the items and the standard delivery cost you paid. If you chose a more expensive delivery option than our standard one, we can only refund the standard delivery cost.
We will refund you within 14 days of receiving the goods back. If you send us proof that you posted the goods, we will refund you within 14 days of getting that proof instead. We may wait until we have received the goods or your proof of postage, whichever is earlier.
FAULTY OR DAMAGED ITEMS
If an item arrives faulty or damaged, or is not as described, email us at info@wagglepetsupplies.com as soon as you can. Please include your order number and a clear description of the problem. Photos help us deal with this quickly.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you may be entitled to:
- reject the item and get a full refund, usually within 30 days of delivery
- a repair or replacement, if you prefer, or if the 30-day period has passed
- a price reduction or final right to reject, if a repair or replacement is not possible or does not fix the problem
If a fault appears within 6 months of delivery, it is presumed to have been there from the start, unless we can show otherwise. After 6 months you may be asked to show that the fault was there at delivery.
If you are entitled to a refund, we will pay it within 14 days of agreeing that you are entitled to it. We refund to the original payment method.
WRONG SIZE OR COLOUR
If we sent you the wrong size or colour, email us with your order number and, if you can, a photo. We will arrange a replacement or a refund, and we pay the return postage.
If you ordered the wrong size or colour yourself, you can return the item under your 14-day cancellation right. The return postage is paid by you, and the item must be unused and in its original condition. You can ask for a refund or place a new order for the correct size or colour.
ITEMS THAT CANNOT BE RETURNED
For hygiene and health reasons, we cannot accept returns of:
- items that have been used
- sealed items that have been opened, where they are not suitable for return for hygiene or health protection reasons
This does not affect your rights if an item is faulty, damaged or not as described. If you have a problem with an item that has been opened or used, contact us and we will deal with it under the section on faulty or damaged items above.
DELIVERY
Some orders are sent to you directly from our supplier. Delivery for these orders usually takes 5 to 8 working days from the date you order. We will email you if we expect a delay.
By law, we must deliver your order within 30 days unless we have agreed a different date with you. If your order has not arrived within the delivery time shown, email us at info@wagglepetsupplies.com and we will look into it.
Please check your parcel when it arrives. If it looks damaged, tell us as soon as poss