Refund policy

Refund & Returns Policy

At Huff and Wag, we take great pride in delivering high-quality products for your furry companions. We want to ensure you are completely satisfied, so we only accept returns in the case of defective or damaged products.

Return Policy

We accept returns only if the product is defective or damaged upon receipt. Returns must be requested within 7 days from the date of purchase.

To be eligible for a return:

• The product must be unused, in the same condition that you received it, and in its original packaging.
• The product must have a manufacturing defect or be damaged upon arrival.

Return Process

1. Start a Return

If you receive a defective or damaged product, please contact us within 7 days of receiving your order at customercare@huffandwag.com. Provide your order number, a description of the defect, and photos or videos of the product showing the issue. Once your return request is reviewed and approved, you will receive instructions on how to return the product.

Once your return is approved, you will receive an email confirmation outlining the return instructions.

2. Return Label

After your return is approved, you will receive a pre-paid return label. Download and print the return label from the email confirmation or your order history page in your account.

Affix the pre-paid return label securely to the original package containing the defective product. Return shipping costs will be covered by us since the product is defective.

3. Get Your Return Ready

• Prepare the Product: Place the defective product in its original packaging, including all accessories, tags, and documentation that came with the item. The product must be unused.
• Single Package: Ensure that all items from one order are returned in the same package. Do not combine returns from multiple orders into a single package, as this may cause delays in processing your return.

4. Drop Off Your Package

• Drop off your return package at a nearby shipping location. We recommend using a shipping service with proof of delivery or tracking to ensure that your return reaches us safely.
• Tracking Number: Keep the tracking number provided by the courier for your records, and use it to track the return package.
• Return Window: Our return policy allows 7 days from the date of delivery to initiate a return.

Important Note: Huff and Wag is not responsible for any lost or damaged returns. To avoid any issues, we recommend using a shipping method with proof of delivery.

Refund Process and Timeframe

Once your returned item is received and inspected, we will notify you via email of the approval or rejection of your refund.

• Approved Refunds: If approved, your refund will be processed and a credit will automatically be applied to your original method of payment.
• Processing Time: Please allow 3–5 business days for us to process the refund after receiving the returned item.
• Bank Processing: Once processed on our end, it may take an additional 5–10 business days for your financial institution to reflect the refund in your account.

Please note: Refunds are only issued for returned items that meet our eligibility criteria. Shipping fees (if any were paid on the original order) are non-refundable.

Important Notes

• No Exchanges: We do not offer exchanges. If you wish to order a different product, please return the defective item for a refund and place a new order.
• Non-Defective Items: We do not accept returns for non-defective items or for reasons such as size, color preference, or change of mind.

 

Contact Information: For any questions regarding our returns, please contact our customer support team at customercare@huffandwag.com.