Refund policy
REFUND POLICY
30-day returns We want you and your dog to love your WagPilot gear. If you're not happy, you can return it within 30 days of delivery for a full refund.
How to return
- Email hello@wagpilot.com with your order number and the item(s) you'd like to return. You don't need to give a reason, but it helps us improve.
- We'll reply with the return address and instructions. Please don't send items back without contacting us first, as we can't process returns we haven't been told about.
- Send the item back in its original condition. You're responsible for the cost of returning an item unless it's faulty or we sent the wrong thing.
Refunds We'll refund you to your original payment method within 14 days of receiving the item back (or of you giving us proof that you've sent it, whichever is sooner). This includes the original standard delivery charge, if you paid one.
We may reduce the refund if the item has been used beyond what's needed to check it (for example, if it's damaged, heavily soiled or has been washed).
Faulty, damaged or wrong items If your item arrives faulty, damaged or isn't what you ordered, email us within 30 days with your order number and a photo. We'll send a free replacement or give you a full refund, including any return postage. This doesn't affect your statutory rights.
Your legal rights Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it without giving a reason. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. Our 30-day returns promise is in addition to these rights.