Refund policy
RETURNS
Returns are accepted within 14 days from the date of delivery for orders delivered within Europe, and within 30 days from the date of delivery for orders delivered to the United States.
Please read this Refund Policy in full before contacting us or sending your return.
Returns must be sent directly to the return address provided by Woofchild using a door-to-door courier service. We do not accept or collect returns sent via Polish Post (Poczta Polska), postal services, parcel lockers, pickup points or service points. The chosen courier must deliver the parcel directly to the return address.
RETURN CONDITIONS
Returned items must be unused, unworn, clean, unwashed, in their original condition and original packaging, with all original tags attached.
Items showing signs of use, wear, washing, dirt, stains, hair, odour, damage, alteration, or missing tags or packaging will not be accepted for return.
Products must be returned in a condition suitable for resale.
HOW TO RETURN YOUR ORDER
Before sending anything back:
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Read this Refund Policy in full.
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Make sure the item meets all return conditions.
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Contact returns@woofchild.com to receive the correct return address and any necessary return instructions.
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Pack the item securely, including all original packaging, tags and any gift or promotional item that is required to be returned with it.
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Arrange and pay for the return shipment yourself.
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Send the parcel to the return address provided by Woofchild.
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Keep your proof of postage and tracking information until your return has been received and your refund has been completed.
Do not send a return to the address shown on your original parcel, shipping label, invoice, order confirmation or any other document unless that address has specifically been provided to you by Woofchild as the return address.
RETURN SHIPPING COSTS
Customers are responsible for arranging and paying for all return shipping costs.
Woofchild does not provide prepaid return labels and does not cover or reimburse return shipping costs.
There is no fixed return shipping fee deducted by Woofchild. You arrange and pay for the return shipment directly with the carrier of your choice.
The customer is responsible for choosing a carrier, purchasing the correct postage, correctly addressing the parcel and ensuring that the return is delivered to the return address provided by Woofchild.
Return shipping costs are non-refundable. Original shipping costs are non-refundable.
RETURN DEADLINE
The return period is determined by the date on which the return parcel is physically handed over to the carrier.
Creating a shipping label, registering a shipment, contacting Woofchild, requesting return information, requesting a return address, or informing us that you intend to return an item does not count as sending the return and does not extend the return period.
The return parcel must be physically handed over to the carrier within the applicable 14-day or 30-day return period.
PROOF OF POSTAGE & TRACKING
We strongly recommend using a tracked shipping service.
Customers are responsible for keeping their proof of postage and tracking information until the return has been successfully received and processed.
A return remains the customer's responsibility until it has been delivered to the return address provided by Woofchild.
Woofchild is not responsible for return parcels that are lost in transit, incorrectly addressed, sent to an address other than the return address provided by Woofchild, or otherwise not delivered to us.
FREE GIFTS & PROMOTIONAL ITEMS
If a free gift, complimentary item, promotional product or other free item was included with an order or provided in connection with a specific purchased product, it forms part of the applicable promotional offer.
If you return an entire order that included a free gift or promotional item, the corresponding gift or promotional item must also be returned.
If a gift or promotional item was specifically assigned to a particular product, returning that product also requires the corresponding gift or promotional item to be returned.
If an order contained multiple products and you return a product that was not associated with any gift or promotional item, you may keep the gift.
All gifts and promotional items required to be returned must be returned together with the relevant product or order and in their original condition.
If a required gift or promotional item is not returned, its stated value will be deducted from the refund amount.
A gift provided as part of a purchase or promotional offer cannot be kept when the qualifying product or order is returned.
RETURN REVIEW
All returns are reviewed individually after they are received.
Woofchild determines whether a returned item meets the return conditions set out in this Refund Policy, including whether the item is unused, unworn, clean, unwashed, undamaged and returned in its original condition with all required tags, packaging, gifts and promotional items.
Submitting a return request, contacting Woofchild, receiving return instructions, obtaining a return address, or delivery of a return parcel to Woofchild does not constitute approval of the return and does not guarantee a refund.
A return is accepted only after the returned items have been received and inspected.
Returns that do not meet the conditions stated in this Refund Policy may be rejected.
REFUNDS
Refunds are processed only after the returned parcel has been received and the returned items have been inspected and accepted.
Once tracking shows that your return has been delivered to us, please allow up to 7 business days for the return to be inspected and the refund to be processed.
Please note that refunds may take up to 14 days to be issued. The 7-business-day timeframe above reflects our standard return processing time; however, in some cases, additional processing time may be required.
Once your return has been inspected and accepted, you will receive a refund confirmation email.
Refunds are issued to the original payment method used for the order.
After the refund has been issued, please allow an additional 3–5 business days for the funds to appear in your account. Processing times may vary depending on your bank, card issuer or payment provider.
Return shipping costs are non-refundable. Original shipping costs are non-refundable.
Please keep your proof of postage and tracking information until your refund has been completed.
EXCHANGES
Woofchild does not offer direct exchanges.
If you would like a different product, size or colour, return the original item in accordance with this Refund Policy and place a new order separately.
The new order is treated as a separate purchase.
Placing a new order does not extend, restart or otherwise change the return period applicable to the original order.
FRAUD, MISUSE & ABUSE OF RETURNS
Woofchild reserves the right to review orders and returns where there are indications of fraud, misuse or abuse of the returns process.
This may include, among other things, repeated or unreasonable return activity, manipulation of promotional offers, returning used, worn, washed, damaged or altered products, false claims regarding returned items, deliberate failure to return required promotional items, or other attempts to misuse the return process.
Returns associated with suspected fraud, misuse or abuse may be subject to additional review.
Where necessary to identify, process or verify a return, Woofchild may request additional information relating to the customer, order, payment, shipment or return.
Failure to provide information required to identify or verify a return may delay its processing.
Personal information provided in connection with an order or return is handled in accordance with our Privacy Policy.
IMPORTANT
Customers are responsible for reading this Refund Policy in full and following the return procedure before sending any item back.
All return requests and requests for a return address must be sent to:
Return-related messages sent to other Woofchild email addresses do not replace the return procedure described above and do not extend the return deadline.
Contacting Woofchild, requesting return instructions, requesting a return address, creating a shipping label, registering a shipment, or informing us that you intend to return an item does not constitute a return.
A return is considered sent only when the parcel has been physically handed over to the carrier.
Customers are responsible for reviewing the information provided in this Refund Policy before submitting questions regarding a return.
You must include our completed return form inside the package. Please print and fill it out before sending your return. You can download the form here: DOWNLOAD