Refund policy

We want your WoofRoam gear to arrive as described and ready for your next outing. If something is wrong with your order, please contact us so we can help.

Damaged, defective, incorrect or missing items

Please check your order when it arrives and report any problem as soon as possible, normally within 30 days of delivery. Include your order number and clear photos of the issue. We may ask for photos of the packaging or a short video where needed to understand the problem.

We will review the issue and arrange an appropriate resolution, which may include a refund, a replacement or shipment of a missing item. A product defect is not automatically excluded because you discovered it during reasonable use.

If a return is necessary because we supplied a damaged, defective or incorrect item, we will provide return instructions and cover the required return shipping. Please keep the product and packaging while we review your request.

Choosing your size and color

Please check the product measurements and your selected size and color before ordering. We do not currently offer routine returns or exchanges for a change of mind, a color preference or an incorrectly selected size where the item supplied matches its description.

If we sent a different size or color from the one you ordered, or the product materially differs from the measurements or description on our website, please contact us under the product-issue process above.

Before sending a return

Please contact us for instructions before sending anything back. Do not use the sender address on the parcel or our business address as a return address unless we have specifically instructed you to do so. In some cases, a return may not be necessary.

Delayed or missing deliveries

If an expected delivery has not arrived, or tracking shows delivered but you cannot locate the parcel, please contact us. We will investigate with our fulfillment and delivery partners and explain the next steps. We may request relevant delivery information or carrier documentation.

Cancellations and order changes

Please contact us as soon as possible if you need to cancel or change an order. We will try to accommodate your request before fulfillment begins, but changes cannot be guaranteed once processing has started. This does not limit any cancellation or refund rights that apply when we cannot ship within the promised time.

Refunds

We will notify you of the outcome of your request. Approved refunds will be issued promptly to the original payment method. Your bank or payment provider may take additional time to display the credit.

Your rights

This policy does not limit any rights or remedies available to you under applicable consumer law. Changes to this policy will not remove commitments made when you placed your order.

For help, please use our contact form.