Return and Refund Policy

WHISSLY RETURN & REFUND POLICY

Your Consumer Rights

At Whissly, we want you and your pet to love every purchase. Under UK law, you have a statutory 14-day right to cancel your order under the Consumer Contracts Regulations 2013, plus we offer an extended 30-day return window for added peace of mind.

30-Day Easy Returns

Return Window: You have 30 days from the day you receive your order to return items for a refund or exchange.

Condition Requirements:

  • Items must be unused and in their original condition

  • Original packaging must be intact

  • All tags, labels, and accessories must be included

  • Pet beds and textiles must be unwashed and free from pet hair or odors

What You Can Return

Eligible for Return:

  • Unused pet beds in original packaging

  • Unopened pet accessories and toys

  • Products that are defective, damaged, or not as described

  • Items sent in error

Non-Returnable Items:

For hygiene and safety reasons, the following items cannot be returned once opened or used:

  • Opened or used pet beds and bedding

  • Personalized or custom-made products

  • Items marked as "Final Sale" or "Non-Returnable" in the product description

If any of these items arrive damaged or defective, please contact us immediately for a resolution.

Return Costs

For Defective, Damaged, or Incorrect Products:

  • No cost to you - we cover return shipping

  • This applies when the product is incorrect, damaged during delivery, defective, or does not match the description

For Change of Mind Returns:

  • You are responsible for return shipping costs

  • This applies when you order the wrong size, change your mind, or no longer want the item

  • Original shipping costs are non-refundable

  • We recommend using a tracked service for returns

How to Return an Item

Step 1 - Contact Us:
Email our customer service team at whiskerswoofsltd@gmail.com with:

  • Your order number

  • Item(s) you wish to return

  • Reason for return (helps us improve our service)

  • Photos if the item is damaged or defective

Step 2 - Receive Authorization:
We'll send you a return authorization email with instructions and, if applicable, a prepaid return label.

Step 3 - Pack Your Item:

  • Repack the item securely in its original packaging

  • Include all accessories, tags, care instructions, and documentation

  • Use adequate padding to prevent damage during transit

Step 4 - Send It Back:
Drop your package off at the carrier location specified in your return authorization email.

Refund Process

Inspection: Once we receive your return (typically within 5-12 business days), we'll inspect the item within 2 business days to ensure it meets our return criteria.

Refund Processing: After approval, your refund will be processed to your original payment method within 3-5 business days. The refund amount will include the product cost (minus original shipping if applicable for change-of-mind returns).

Refund Timeline: It may take an additional 5-7 business days for the refund to appear in your account, depending on your bank or card provider.

Notification: You'll receive an email confirmation once your refund has been processed.

Exchanges

Received the wrong size pet bed or prefer a different color? No problem! Contact us to arrange an exchange. We'll send the replacement item once we receive your original return, or we can send it immediately if the item is in stock (original item must still be returned).

For defective items, we'll expedite the exchange process to ensure your pet's comfort isn't delayed.

Faulty or Damaged Items

If your item arrives damaged, defective, or not as described:

  1. Contact us within 48 hours of delivery with photos

  2. We'll arrange free collection or provide a prepaid return label

  3. You'll receive a full refund or replacement, your choice

  4. No return shipping costs will be charged to you

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

  1. Check your bank account again

  2. Contact your card provider - processing can take time

  3. Contact your bank - there may be processing delays

  4. If you've done all of this and still haven't received your refund, contact us at whiskerswoofsltd@gmail.com

Questions?

For frequently asked questions about returns, exchanges, and our products, visit our FAQs page or contact our customer service team.

Contact Information

 

Customer Service Hours: Monday to Sunday, 10:00 AM – 6:00 PM (GMT)
We aim to respond to all emails within 1-2 business days.