We hope you & your dog are delighted with your new gear! But if it is the wrong size or not what you expected, there is no problem to exchange or return within 28 days.
Contact us on firstname.lastname@example.org quoting your order number and we will email you a return form that you can print out and include with your return.
Please ensure you meet the following prior to sending your items back. Items not meeting the below cannot be exchanged or refunded.
- We allow returns & exchanges on Regular Priced items within 28 days of purchase so double check date of purchase before sending the item back.
- Items must be returned in unused, not washed, in new condition with undamaged product tags/hangers attached/included– items without the product tags / hangers can not be accepted.
- Items must be clean and free of all dirt, dog hair & odour to be accepted. We recommend only trying them on your dog indoors & for a short period of time so they remain clean and don't pick up odour.
- Sale Priced items may be exchanged only for a like item if available or items of equal value within 14 days of receipt. Clearance items are final sale and can't be refunded.
- You will be responsible for the shipping charge to return the item to us. In the event that your product is lost or damaged in transit to us, The WagLab will not be held liable. We recommend you hold on to your proof of posting in case you need to contact Australia Post or send it back a track or insured service.
Exchanges are treated as a new order so:
- Item you are exchanging is valued over $75 it will ship Free Regular Delivery
- Item you are exchanging is valued under $75, there is a $9.95 Regular Delivery fee - we will email you the invoice for this.
You are responsible for paying for your own shipping costs for returning your item to us. Please do not send pre-paid bags for us to return the item to you as we cannot use these.
For refunds, they will be automatically be applied to method used for the purchase. Please allow a few extra days for your credit card company and bank to process and officially post your refund. Refunds exclude any original delivery costs you were charged.
Once we have received your return/exchange, please allow 5 business days for processing – we will be notify you via email once processed.
Please note: Products returned to us dirty or with hair, will not be accepted unless we feel we can clean them. In this case, they will be subject to a 30% cleaning fee. Clearance items are final sale and can not be refunded.
We only choose to retail products that are made to a high quality and from suppliers dedicated to making the best dog gear available. We uphold our suppliers guarantees for gear against defects in materials and craftsmanship.
While we understand that the unexpected can happen, our suppliers guarantees cover manufacturing and materials defects only. We/they DO NOT cover accidental damage or cuts, damage from abrasion or rubbing, improper or misuse of the product, chewing, or normal wear and tear. Modifications, abuse, alterations, disassembly, negligence or use for a purpose other than for which it was designed is also not covered.
Please contact us on email@example.com with your order number and details of the fault. Please attach a clear picture/s. For Ruffwear products, we need the PO number - this is the quality control number. You will find this on a small black tag in the locations you can find here - click here for number location.
Before we dispatch your order, all items are carefully inspected - if upon receipt you find there is an issue, you must alert us to this within 48 hrs of receipt.
For all claims, warranty information will be sent to the supplier. We may require you to send the item to them for closer inspection and as a measure of safety & quality control, however we will let you know if this is the case. Please allow approximately 5-10 business days for the warranty cases to be reviewed. We reserve the right to replace or credit defective products at our discretion.