Refund policy
Refund Policy
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Returns
Our policy lasts 30 calendar days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Exchange and return policy may change from time to time without notice. please visit our return/exchange page from our website (https://www.woofconcept.com/pages/refunds-exchanges "The RR Page") for the most up to date exchange/return policy. If there are any conflicting terms between both pages, the terms and conditions set out in The RR Page will prevail.
To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We do not accept returns and or exchanges on used products, special promotion items, items purchased with a discount code beyond our one time email offer, play tents, bowties, beds, toys and bandanas. We do not accept returns or exchanges for discontinued items, customized products (For example, customized products would include adding a metal buckle to your collar, extending the leash length to your specification or adding a different metal component to the harness) or items that are classified as limited runs. You can view the full list of limited editions or exclusions of exchanges from our return and exchange policy page on our website.
To complete your return, you must receive an approval by one of our staff members. Please email hello@woofconcept.com and initiate a refund/exchange requests.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return or exchange.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days less shipping fees and any restocking charges. Please ensure you read our up to date exclusions during COVID19 Pandemic
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Hello@woofconcept.com.
Sale items (if applicable)
Only regular priced items may qualify for a refund, unfortunately sale items cannot be refunded and are final sale. Please note, we charge a $9.95 restocking fee for all returned orders.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Hello@woofconcept.com
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product(s), you will need to mail your product(s) to: Woof Concept Products Ltd, 133 - 618 East Kent Avenue South, Vancouver BC, V5X 0B1
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item back, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item if it's not tracked. Woof Concept will not be hold accountable for lost of stolen packages on your return shipment.
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