Refund policy

Returns & Refunds Policy


At Willow & Whiskers, we want you and your pets to be delighted with every purchase. If you're not completely satisfied, we're here to help.

Returns

You have 30 days from the date of delivery to request a return.

To be eligible for a return:

- Items must be unused, unworn, and in their original packaging.
- Items must be in a resalable condition.
- Proof of purchase (order number or receipt) must be provided.

For hygiene and safety reasons, we cannot accept returns on:

- Opened pet food or treats
- Used pet bedding
- Grooming products that have been opened or used
- Personalised or custom-made items

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note:

- Original shipping costs are non-refundable.
- Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please include:

- Your order number
- A description of the issue
- Clear photographs of the item and packaging

We will arrange a replacement, exchange, or full refund where appropriate.

Exchanges

If you would like a different size, colour, or product, please contact us and we will do our best to assist.

Order Cancellations

Orders may be cancelled before they have been dispatched. Once an order has been shipped, our standard returns process will apply.

Contact Us

If you have any questions regarding returns or refunds, please contact us:


We aim to respond to all enquiries within 2 business days.

Thank you for shopping with Willow & Whiskers.