Refund policy
Last updated: 11 October 2026
You can return your order within 14 days of delivery if you change your mind. Return postage for change-of-mind returns is paid by you. If an item arrives faulty, damaged or isn’t what you ordered, we’ll put it right, as set out below. This policy doesn’t affect your legal rights.
Cancelling before your order is dispatched
If your order hasn’t been dispatched yet, email us at support@woofwears.store as soon as you can and we can usually cancel it for a full refund. If it has already been dispatched, you can still return it under the 14-day right below.
Changing your mind
You can cancel your order for any reason within 14 days, starting the day after you receive it. If your order arrives in more than one parcel, the 14 days start the day after the last parcel arrives.
To cancel, tell us before the 14 days are up. Email support@woofwears.store or use our contact page (woofwears.store/pages/contact), and include your order number and the items you’re sending back. You can use the model cancellation form at the end of this policy, but you don’t have to.
After you’ve told us, send the items back within 14 days. We’ll email you the return address. Please only send items to the address we give you.
Return postage
If you’re returning an item because you changed your mind, the return postage is paid by you. This includes returns because the size, colour or fit wasn’t right for your dog, or because you no longer want the item. Choosing a size that doesn’t fit isn’t a fault, so please check your dog’s measurements against our size guide before you order.
Please use a tracked service and keep your proof of postage. The parcel is your responsibility until it reaches us. If it doesn’t arrive and you can’t show proof of postage, we won’t be able to refund it.
We only pay for return postage if an item is faulty, damaged or not what you ordered, and we’ve confirmed this as set out below.
Condition of returned items
Drying robes: you’re welcome to try the robe on your dog to check the fit, as you would in a shop. Please do this with a clean, dry dog, and keep the robe in the condition it arrived. If the robe has been used beyond checking the fit, we’ll reduce your refund to reflect the loss in value, as the law allows. For example, if it’s been worn after a bath, swim or walk, washed, or returned with dog hair, dirt, smells or damage. Depending on its condition, the reduction can be up to the full price of the item.
Paw cleaners and lick mats: these touch your dog’s paws and food. To return one because you changed your mind, it must be unused and in its original packaging. If it has been used, for example filled with water, used on paws, or had food spread on it, we’ll reduce your refund to reflect the loss in value. This can be up to the full price of the item.
If we make a reduction, we’ll tell you why. We don’t charge a restocking fee.
Your refund
We’ll refund you within 14 days of receiving the items back, or within 14 days of you showing us proof that you’ve sent them, whichever is sooner. We refund to your original payment method.
If you cancel your whole order, we’ll also refund the standard delivery charge you paid. We don’t refund the cost of posting items back to us. If you cancel part of an order, we’ll refund the amount you actually paid for the items you return, including their share of any bundle saving or discount.
Exchanges
We don’t swap items directly. If you need a different size or colour, return the original as a change-of-mind return (you pay the return postage) and place a new order for the one you’d like.
Faulty, damaged or wrong items
By “wrong item” we mean we sent a different product, size or colour from the one shown on your order confirmation. By “faulty or damaged” we mean a defect in the item, or damage that happened before it was delivered to you.
If this happens, please contact us as soon as possible, ideally within 7 days of delivery, with:
- your order number;
- clear photos of the problem and of the item’s size label, if it has one;
- if it was damaged in delivery, photos of the parcel and packaging.
We may ask for more photos or a short video. Once we’ve confirmed the problem, we’ll replace the item or refund you. In most cases you won’t need to send anything back. If we do need the item back, we’ll tell you how and cover the return postage. Telling us quickly helps us put things right, and doesn’t affect your legal rights.
If we look at the evidence and the item isn’t faulty, damaged or wrong, we’ll explain why. For example, it may be the size you ordered but not fit your dog. You can still return it as a change-of-mind return within the 14 days, paying the return postage yourself.
Your rights under the Consumer Rights Act 2015:
- within 30 days of delivery, you can reject a faulty item for a full refund;
- after 30 days, we’ll repair or replace it, and if that isn’t possible or doesn’t fix the problem, you can have a refund, which may be reduced to reflect the use you’ve had;
- a fault that appears within 6 months of delivery is presumed to have been there when it was delivered, unless we can show otherwise.
These rights don’t cover normal wear and tear, or damage caused by misuse, chewing, accidents, or washing and drying that doesn’t follow the care instructions.
Digital guides
The Muddy Season Kit is a free digital download, so there’s nothing to return or refund. You can keep it even if you return your other items.
Our paid digital guides are sent by email straight after you order. If a guide doesn’t download, won’t open or isn’t as described, contact us and we’ll fix it, send it again or refund you. If you agreed at checkout to receive the guide immediately and confirmed that you understood this means losing your right to cancel, you can’t cancel for a change of mind once the download has started.
Orders outside the UK
If you live outside the UK, you pay the return postage and any customs charges for a change-of-mind return. Items must be returned to the address we give you.
Please contact us first
If there’s a problem with your order, please get in touch before contacting your bank or card provider. We can usually sort things out quickly, and it’s much faster for you than a payment dispute. If a dispute is raised, we’ll share your order, delivery and message history with your bank or card provider.
Model cancellation form
(Complete and return this form only if you wish to cancel the contract. Please send it by email. Don’t post items until we’ve emailed you the return address.)
To WoofWears, support@woofwears.store:
I/We [] hereby give notice that I/We [] cancel my/our [] contract of sale of the following goods [],
Ordered on []/received on [],
Name of consumer(s),
Address of consumer(s),
Date
[*] Delete as appropriate.