Refund policy

Last Updated: 27 June 2026

Thank you for shopping with Wagtails Pet Store.

This policy explains how to request a return, the conditions products must meet, who is responsible for return postage, and how approved refunds are issued.

By placing an order through our website, you agree to the terms below. This policy does not limit any rights available to you under applicable UK consumer law.

1. Return Period

Eligible products may be returned within 30 days from the date of delivery.

You must contact our customer service team before the 30-day return period expires. Return requests made after this period may be declined unless the product is faulty, damaged, incorrectly supplied, or you have another legal right to a remedy.

2. Return Conditions

To qualify for a standard return, the product must:

  • Be unused and in its original condition.
  • Be returned with its original packaging, labels, tags, instructions, parts, and accessories, where applicable.
  • Be free from pet hair, dirt, stains, odours, bite marks, scratches, washing, alterations, or other signs of use.
  • Be packaged securely to prevent damage during return delivery.
  • Match the product and quantity included in the approved return request.

A refund may be reduced or refused where the product has been used, damaged, handled excessively, or returned incomplete.

3. How to Request a Return

Before returning a product, contact our customer service team:

Email: support@wagtailspetstore.com
Telephone: +44 1268 793632

Please provide:

  • Your full name
  • Your order number
  • The name of the product
  • The quantity you wish to return
  • The reason for the return
  • Clear photographs if the product is faulty, damaged, incomplete, or incorrect

After reviewing your request, we will provide the relevant return instructions.

Please do not send a product back without receiving return authorisation. Unauthorised returns may be delayed, refused, or sent to the wrong location.

4. Change-of-Mind Returns

You may request a return within the 30-day return period if you:

  • Ordered the wrong product, size, colour, or variation.
  • No longer require the product.
  • Have changed your mind.
  • Decide that the product is unsuitable for your needs.

For change-of-mind returns, you will normally be responsible for the return postage costs.

The original delivery charge may not be refundable unless required by applicable consumer law.

5. Faulty, Damaged, or Incorrect Products

Please inspect your order as soon as possible after delivery.

Contact us promptly if the product:

  • Arrived damaged.
  • Has a manufacturing fault.
  • Is materially different from its description.
  • Is not the product you ordered.
  • Is missing an important part or accessory.

Please include photographs of the product, packaging, and delivery label where possible.

After reviewing the issue, we may offer an appropriate solution, including:

  • A replacement
  • A repair
  • A full or partial refund
  • A prepaid return method
  • Another suitable remedy available under applicable law

Please do not dispose of a faulty, damaged, or incorrect product until we have reviewed your request and provided instructions.

6. Return Shipping Costs

Faulty, Damaged, or Incorrect Orders

Where we confirm that a product is faulty, damaged on arrival, or incorrectly supplied, we may provide a prepaid return label or reimburse reasonable return postage costs.

Unwanted Products

Where the return is due to a change of mind, an incorrect size or colour selection, or the product no longer being required, the customer is responsible for return postage.

We recommend using a tracked delivery service. The return remains your responsibility until it reaches the authorised return location.

7. Products That Cannot Normally Be Returned

For hygiene, safety, and product-condition reasons, the following products may not qualify for a change-of-mind return once used:

  • Dog beds
  • Cat beds
  • Dog houses
  • Cat houses
  • Dog toys
  • Cat toys
  • Dog collars
  • Cat collars
  • Dog harnesses
  • Cat harnesses
  • Dog leads
  • Cat leads
  • Pet clothing
  • Feeding products
  • Grooming or hygiene products
  • Personalised, customised, or made-to-order products

We may also refuse products that:

  • Show signs of use, wear, washing, or alteration.
  • Contain pet hair, dirt, stains, odours, scratches, or bite marks.
  • Are damaged after delivery.
  • Are missing packaging, tags, parts, or accessories.
  • Were supplied in sealed packaging for hygiene or health-protection purposes and have been opened.
  • Are returned outside the 30-day return period.

These restrictions do not remove your legal rights where a product is faulty, damaged, misdescribed, or incorrectly supplied.

8. Return Inspection

All returned products will be inspected after they arrive.

During the inspection, we may check:

  • The condition of the product.
  • Whether it has been used or damaged.
  • Whether all parts and accessories are included.
  • Whether the returned product matches the approved return request.
  • Whether the product was packaged securely.
  • Whether the return meets the requirements of this policy.

We will contact you if the return cannot be approved or if the refund must be reduced because the product’s value has been affected by use, damage, or excessive handling.

9. Refund Processing

Once an eligible returned product has been received, inspected, and approved, the refund will be processed within 14 business days.

Refunds will normally be issued to the original payment method used for the order.

Your bank, card issuer, or payment provider may require additional time to display the refunded amount in your account. This additional processing time is controlled by the financial institution and is outside our control.

10. Delivery Charges

Where required under applicable consumer law, the original standard delivery charge may be included in the refund.

If you selected an express, premium, or enhanced delivery service, only the cost of the least expensive standard delivery option may be refundable.

Delivery charges may not be refunded for voluntary returns outside any applicable statutory cancellation rights.

11. Exchanges

Wagtails Pet Store does not currently offer direct exchanges.

To order a different product, size, colour, or variation:

  1. Request a return for the original eligible product.
  2. Place a new order separately.

The new order will be processed independently and will be subject to product availability.

12. Cancelling an Order

Contact us as soon as possible if you wish to cancel an order before it is dispatched.

We will try to stop the order, but cancellation cannot be guaranteed once processing, packing, or delivery arrangements have started.

If the order has already been dispatched, you may need to receive it and request a return under this policy.

13. Return Packaging

Products must be packaged carefully before being returned.

Please:

  • Use suitable protective outer packaging.
  • Include all original parts and accessories.
  • Avoid attaching postage labels directly to retail packaging.
  • Use a tracked or recorded delivery service.
  • Keep your proof of postage and tracking information.

Customer-funded returns that are lost, delayed, or damaged before reaching the authorised return location may not qualify for a refund.

14. Refused or Uncollected Deliveries

If an order is refused at delivery or is not collected from the courier, it may be returned to us.

Any refund will be considered after the parcel has been received and inspected. Reasonable delivery or return costs may be deducted where permitted by law.

15. Refund or Return Disputes

If you believe that your return or refund has not been handled correctly, please contact us before raising a dispute with your bank, card issuer, or payment provider.

Provide your:

  • Order number
  • Return tracking details
  • Description of the issue
  • Relevant photographs or supporting information

We will review the matter and provide an appropriate response.

16. Contact Information

Business Name: Wagtails Pet Store
Email: support@wagtailspetstore.com
Telephone: +44 1268 793632
Business Address: 265 High Road, South Benfleet, Benfleet, SS7 5HA, United Kingdom
Customer Service Hours: Monday to Friday, 9:00 AM–5:00 PM
Order Cut-Off Time: 5:00 PM

17. Important Notice

  • The return period is 30 days from delivery.
  • Approved refunds are processed within 14 business days after the returned product is received and inspected.
  • Returned products must be packaged securely.
  • Proof of postage should be retained until the return is completed.
  • All returns are subject to inspection and approval.
  • Nothing in this policy excludes, restricts, or overrides your statutory consumer rights.