Refund policy

How to return something

Changed your mind? We take returns - just email us at contact@wilderpaw.com within 30 days of receiving your order and ask. Include your order number, and the reason if you feel like sharing it - you are never required to give one.

We will confirm we received your message and reply with return instructions, including the applicable return address. After we send the instructions, you have 14 days to post the package.

Please do not send a return to our registered business address unless we explicitly instruct you to do so. Use the return address below.

Please email us before you send anything, so we can expect your parcel and match it to your order - that is what lets us refund you quickly.

Return address

Tt. Vasumweg 32-C3
1033 SC Amsterdam
Nederland

Return shipping costs

You arrange and pay for the return shipment. We recommend a tracked service, because the package stays your responsibility until it reaches us.

We do not charge a restocking fee. We do accept exchanges. If you would like to exchange one or more items, let us know by mailing contact@wilderpaw.com and we can arrange this.

What we refund

When you cancel your whole order, we refund what you paid for the products plus the delivery charge you paid when you ordered.

When you return only part of an order, we refund the products you send back. The delivery charge stays with the part you keep.

We refund to your original payment method, at the latest within 14 days of receiving your return, and usually much sooner. We may wait to refund until we have received the goods back, or until you show proof that you have sent them, whichever comes first. You pay nothing for the refund itself.

Using the product before you return it

You are welcome to inspect a product the way you would in a shop: unpack it, look at it, check the size and the fit on your dog, and see that it works.

If a product comes back showing wear beyond that kind of check, we may reduce your refund to reflect the loss in value. We will always tell you the amount and why before we process it.

For hygiene reasons we cannot resell items such as bowls, feeders and bedding once a dog has used them in earnest, so these are the cases where a reduction is most likely.

Cancelling before your order ships

Changed your mind quickly? Email contact@wilderpaw.com with your order number. If the item has not been handed to the carrier yet, we cancel it and refund you in full, delivery charge included.

Once it is with the carrier, the return process above applies instead.

Items we cannot take back

A few types of product cannot be returned, including goods made to your specification or clearly personalised, and sealed goods that are not suitable for return for health-protection or hygiene reasons once the seal is broken. We will say so clearly on the product page whenever this applies.