Refund policy

We want you to be happy with what you bought. If you are not, you have 30 days from delivery to start a return.

What we accept

Items in unused condition, in their original packaging.
Returns started within 30 days of the delivery date.

Who pays for return shipping

If the item arrived faulty, damaged or incorrect, we pay. We will send a prepaid label and either replace the item or refund you in full, your choice.
If you simply changed your mind, return shipping is on you.

We do not charge a restocking fee.

How to start a return

Email hello@wagvive.com with your order number and, if the item arrived damaged, a photo. We reply within one business day. Please do not send anything back before you hear from us, because we will tell you where to send it.

Exchanges

The quickest way to exchange something, for a different size for example, is to return the original for a refund and place a new order. Tell us that is what you are doing and we will make sure the two are handled together.

Refunds

Once your return is received and checked, we refund to the original payment method within 5 business days. Your bank or card issuer may take a few days longer to show it. Original shipping charges are refunded only where the item was faulty, damaged or incorrect.

Items we cannot take back

Used grooming consumables where the seal has been broken, for hygiene reasons (ear and dental wipes).
Items returned after 30 days, or without their original packaging.

Cancellations

Orders can be cancelled for a full refund any time before the parcel is handed to the carrier. That is usually several days after you order, and it is later than the point where your order is marked fulfilled, so it is worth asking even if you have already had a confirmation email. Email us as soon as you can. Once the parcel is genuinely on its way it has to be handled as a return.

If your order is delayed

If we cannot ship within the time stated in our Shipping Policy, we will contact you, and you may either agree to the new date or cancel for a full refund.