Politique de remboursement

At Waggy Waggy, we offer two types of products:

  • Pawsonalized (custom, made-to-order pieces)
  • Ready-Made (ready-made pet essentials)

Ready-Made Items

Returns Eligibility

We offer a 14-day return policy for eligible ready-made items, starting from the date of delivery.

To qualify for a return:

  • The item must be unused, in its original packaging, and in the same condition as received
  • Proof of purchase is required

Please contact friends@waggywaggypets.com before sending anything back.
Returns sent without prior approval will not be accepted.

Pawsonalized (Custom Orders)

Final Sale Policy

Because every pawsonalized item is custom-made specifically for you, all custom orders are final sale and not eligible for return, unless they arrive damaged or are significantly different from the confirmed design.

Order Cancellation (Before Shipping)

We understand plans change. If you wish to cancel your order before it ships:

  • During the draft stage: You may cancel for an 75% refund
  • After the draft is confirmed: You may receive a 30% refund only, as most of the work has already been completed
  • Once an order has shipped and a tracking number has been issued, cancellations are no longer possible.

Draft & Final Confirmation

  • Draft stage: You may request revisions during the draft stage. Revisions are intended to refine details, not to change the overall design direction. We reserve the right to limit or decline further revisions if requests become excessive, repetitive, or require substantial changes beyond the original confirmed scope. If no response is received within 7 days, the draft will be considered approved and production will proceed.

  • Final confirmation (wool felt portraits only): We will provide a video or photo of the finished piece before shipping. You may request up to two small adjustments (e.g. eye shape or posture tweaks). Major changes are not possible.If no response is received within 7 days, the piece will be considered approved.

Damages & Design Issues

If your pawsonalized item arrives damaged or is significantly different from the confirmed design, please contact us within 14 days of delivery, with clear photos of the item and packaging.

Depending on the situation, we will offer either:

  • A partial refund (excluding material and labor costs), or
  • A replacement

Please note:

  • Minor variations in color, shape, or texture are part of the handmade process and are not considered defects
  • Shipping delays or losses caused by third-party carriers are beyond our control. We will assist with tracking and carrier investigations, and any compensation (such as a refund or replacement) will be provided only after the shipment is officially classified as lost in accordance with the carrier’s policies.

Incorrect Items

Incorrect or Damaged Deliveries

If you receive an item that is incorrect or damaged, please contact us within 7 days of delivery with clear photos of the item and packaging.

Once the issue is confirmed, we will arrange one of the following:

  • A replacement of the correct item, or
  • A reproduction of the custom piece

For incorrectly shipped items, the original item must be returned before a replacement is issued.
Return instructions will be provided once the issue is confirmed.

Due to the personalized nature of our products, refunds are not issued for incorrectly shipped items once a replacement or reproduction is provided.

Shipping Issues & Lost Packages

Refunds are not issued for shipping delays alone.

A package is considered lost only after official confirmation from the carrier, in accordance with their investigation and policies, as outlined in our Shipping Policy.

If a shipment is officially declared lost, we will offer either:

  • A full refund, or
  • A replacement

Address Errors & Unclaimed Packages

Please ensure that your shipping address is accurate and complete at checkout.

We are not responsible for delays, losses, or additional costs caused by incorrect or incomplete addresses.

If a package is returned to us due to an incorrect address, refusal, or failure to claim the shipment, we can assist with reshipping at the customer’s expense.
Refunds are not issued in these cases.

Refund Processing

For approved refunds, the amount will be returned to your original payment method within 10 business days.

If more than 15 business days have passed since your refund was approved, please contact friends@waggywaggypets.com.

Terms & Conditions

We reserve the right to decline future transactions or refund requests in cases of suspected fraud, excessive claims, or policy abuse.

For any questions, feel free to reach out to us or visit our FAQ.