Wag & Whistle: Returns & Refunds Policy

Last updated: 1 September 2026

We want you and your dog to be genuinely happy with everything you order from us. If something isn't right, here's exactly where you stand.

If you'd rather just talk to a person, email hello@wagandwhistle.co.uk. We're a small family business and we read every message ourselves.

Your right to change your mind

If you're buying as a consumer in the UK, you have a legal right to cancel your order within 14 days of receiving it, without giving a reason. This comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To cancel, email us at hello@wagandwhistle.co.uk with your order number. You then have a further 14 days to send the goods back to us.

When you cancel, we'll refund what you paid for the items plus the standard delivery charge you paid to receive them. If you chose a more expensive delivery option than our standard one, we refund the standard rate.

Where that right doesn't apply

Our treats and chews are natural food products. Under those same Regulations, the right to cancel doesn't apply to sealed goods that aren't suitable for return once opened, for health protection or hygiene reasons - and it doesn't apply to goods that may deteriorate or expire quickly.

In plain terms: once a pack is opened, we can't resell it and we can't put it back on the shelf. Food safety doesn't allow it.

What we do anyway, because it feels fair

We'd rather be generous than technically correct.

If you've opened something and your dog simply won't touch it, send it back within 14 days and we'll weigh what's left and refund the unused portion. We don't have to do this. We do it because a dog turning its nose up at something isn't your fault, and we'd want the same treatment.

Unopened items in their original condition are refunded in full.

If something is faulty, damaged or wrong

This is different, and your rights are stronger.

Under the Consumer Rights Act 2015, if goods are faulty, not as described, or not fit for purpose, you have a 30-day right to reject them for a full refund - including what you paid for delivery. That applies whether the pack is opened or not.

If we've sent you the wrong item, the same applies.

In either case, we pay the return postage. We'll either email you a prepaid returns label or simply send the right thing out to you, whichever is quicker. Don't post anything back at your own expense before speaking to us.

A photo emailed to hello@wagandwhistle.co.uk is usually all we need, and often means you don't have to return anything at all.

How to send something back

Email hello@wagandwhistle.co.uk first, with your order number and a quick note about what's happened. We'll reply with the return address and confirm anything you need to include.

We ask you to contact us first so we can log the return against your order - parcels arriving unannounced are much harder for us to match up and refund quickly.

Please pack items so they arrive in one piece. Until we receive them, they're your responsibility, so for anything of value we'd suggest a tracked service. Royal Mail's Click & Drop is straightforward and usually the cheapest.

For change-of-mind returns, return postage is paid by you.

Getting your money back

We'll refund you within 14 days of receiving the goods back, or of you giving us proof you've sent them, whichever is sooner.

Refunds go back to the original payment method. We don't charge a fee for processing a refund. How quickly it appears depends on your bank, usually 3–5 working days after we've issued it.

Join the Pack subscriptions

Subscription boxes follow the same rules as any other order.

You can skip a box or cancel your subscription at any time from your account, or by emailing us. Cancelling stops future boxes; it doesn't automatically refund one already dispatched, though the returns terms above still apply to it.

If you cancel before a box is dispatched, you won't be charged for it.

If we can't agree

We'd always rather sort things out directly, so please give us the chance first.

If we reach a genuine deadlock, you can contact Citizens Advice on 0808 223 1133 or via citizensadvice.org.uk for free, independent guidance on your consumer rights.

Nothing in this policy affects your statutory rights.

Get in touch

hello@wagandwhistle.co.uk

Jess & Sam, Wag & Whistle