Refund policy
Refund & Returns Policy
This policy explains how returns and refunds work at WaggingGoods. Different rules apply to wearable products and to toys, for hygiene reasons — please read the section that applies to your item.
01 . The 30 Day Comfort Guarantee (wearables)
We advertise a 30 day guarantee on the Nestling Sherpa Carry Hoodie and other wearable products, and we mean it. You are expected to try the product with your pet — that is the entire point of it — so normal signs of a trial, including pet hair, do not void your return.
To return a wearable under this guarantee, contact us within 30 days of delivery. The item must be clean, free of damage, odour and staining, and not altered or repaired. We do not charge a restocking fee on guarantee returns, and return shipping is on us.
02 . Returns on Toys, Treats & Other Items
For hygiene and safety reasons, toys and similar items may only be returned if they are unused, unwashed, and in their original undamaged packaging with all tags attached, within 30 days of delivery.
03 . Non-Returnable Items
The following are final sale and non-returnable: used or chewed toys, opened consumables, clearance and final-sale items, gift cards, and memberships. A wearable that is returned soiled, damaged, odorous, or altered is also non-returnable and will be sent back to you at your expense.
04 . How to Start a Return
Email main@mkvcompany.business with your order number and the reason for return, and we will issue a return authorisation and instructions. Please do not ship anything back before you receive that authorisation, as unauthorised returns cannot be tracked to your order.
05 . Refunds
Approved refunds are issued to the original payment method after we receive and inspect the returned item. Please allow up to 10 business days after inspection for the refund to appear, plus any time your bank takes to post it.
Where an order qualified for free shipping and is returned in part, we may deduct the shipping cost we actually incurred if the remaining order no longer meets the threshold for that promotion.
06 . Damaged or Defective Items
If your item arrives damaged or defective, email main@mkvcompany.business within 14 days of delivery with clear photos of the item and its packaging. Where a claim is approved we will replace the item or refund it in full, at your choice.
07 . Exchanges
The fastest way to exchange an item is to return the original under the sections above and place a new order, so that the replacement is not held up waiting for the return to arrive.
08 . Cancellations
Orders can be cancelled for a full refund at any point before they ship. Once an order has shipped it must be handled as a return.
09 . Chargebacks
Please contact us before filing a chargeback — almost every dispute is faster to resolve directly. We reserve the right to contest chargebacks filed without any prior contact, with full documentation.
10 . Your Statutory Rights
Nothing in this policy limits any right you have under the consumer law of your country or state, including any statutory right to cancel or to a remedy for faulty goods.