Refund policy

 

We want you to love and cherish your items, but we understand that sometimes things don’t go as planned. Therefore, we are pleased to offer cancellations, refunds, and returns under the following conditions

Please make sure you read and understand our policies before placing an order. If you have any questions, please get in touch with us at info@wyldcub.com. 

Returns Policy Process

Our Returns Policy is 30 days. 

1. Email info@wyldcub.com within 14 days of receiving your order, with order number and reason for your return. We will respond with instructions on how to return your order. 
2. Items must be returned within 30 days of receiving your order, with order and customer details contained within. Customer is responsible for any Return postage costs. We advise only using tracked services and to always retain proof of postage.
3. Refunds will be notified via email. Accepted refunds will be credited to the original payment method.

Returns Policy Terms

Items must be returned within 30 days from the date you receive your order.

For UK returns, we recommend using Royal Mail’s tracked 48 service which you can organise online and arrange a free collection: https://send.royalmail.com. 

For international returns we recommend using tracked postal services only.

To be eligible for a refund, items must be returned in a brand new resalable condition, unused, hair and dirt-free and with tags attached.

IMPORTANT: Ensure you include your order number and customer details within the return parcel so we can process the return efficiently. Failure to include your details may result in delays processing or no refund if we cannot prove it is from you. 

We aim to review returns within 3 working days. You will be notified via email if the return was approved or rejected in line with our policy. Approved returns are refunded to the original payment method only. Please see refunds for more information. If an item is returned in an unsalable condition customers will be liable for postage costs to send the item back to the original address on the order.

Please note, we do not refund postage costs. Postage is paid direct to Royal Mail or UPS and considered a separate service to the amount paid for our products. 

Returns posted after 30 days will be issued a credit note and will not be eligible for a refund. Credit notes are issued at our discretion and we reserve the right to update our policies at any time. 

Returns that were eligible for free delivery will be liable for the original postage cost of Royal Mail Tracked® 48 or our standard international rate if the full order is returned. This will be deducted from the total refunded amount. 

If returning the whole order you must also return any free gifts included. The value of the free gifts maybe deducted from the refund if not returned unless otherwise agreed.

Please be aware that we subsidise all shipping costs for the benefit of keeping rates low for our customers. In the event of a full order return, delivery failure due to a wrong address supplied, or refusal of customs fees resulting in the return of the package back to us, a subsidiary fee of £1.99 (UK) or £4.99 (Outside of UK) may be deducted from the refunded amount for administrative purposes.

Refunds 

Once we have processed a refund it can take around 5-7 working days to appear in your account depending on your bank account. Bank process times vary and can be longer for international banks outside of the UK.

Please contact your bank if your payment is later than advised by your bank. If you have still not received funds after contacting your bank, please email us at info@wyldcub.com and we will do our best to help resolve this matter with you.

Please note we do not refund Royal Mail postage costs as this is considered a separate service to the amount paid for our products.  

Cancellation Policy

If you wish to cancel your order, please email us at hello@wyldcub.com, with ‘Cancellation Request’ and your order number in the subject line of the email so we may prioritise your request before dispatching your order. 

If your order has not yet been dispatched, we can issue you a full refund including any postage paid. You will be notified via email if your request has been successful and any refunds will be made automatically to the original payment method.

If your order has already been dispatched at the time of the cancellation request, you will be notified via email that your request has been unsuccessful. Should you wish to return the item once received, you will be responsible for return postage costs. Please see Returns Policy for more information on how to return an order. 

Exchange Policy

If you have ordered the wrong size, please follow our returns process and place a new order for the correct size. 

Faulty or Damaged Items

Our products are carefully quality checked before dispatch and again during the packing process. Our walk-wear has also been tested by a UK-based UKAS-accredited laboratory to relevant UK and EU standards, where applicable. See our Strength Testing page for more information. 

Customers should check all items carefully on arrival and before each use to ensure they are in safe working order and suitable for their dog. Please do not use any product if you notice damage, wear, or anything that may affect safety.

If you believe your item has arrived faulty or damaged, please contact us as soon as possible at info@wyldcun.com with your order number or receipt, details of the issue, and clear photographs. If the parcel appears damaged in transit, please also retain the packaging where possible so this can be reviewed.

If a fault develops after use, we will review this on a case-by-case basis. We may ask for photographs, proof of purchase, details of how the item has been used and cared for, and, where required, for the item to be returned to us for inspection. If a product is found to have a fault, we will offer an appropriate resolution.

Our products are designed and tested for normal walking use, but they are not indestructible. Damage caused by chewing, accidental damage, misuse, incorrect fit, excessive force, failure to follow care or safety guidance, normal wear and tear, or unauthorised repairs will not be treated as a manufacturing fault.

Please see our Safety Notice & Product Disclaimer for more information.

Incorrect Orders

Should you receive any wrong items in your order, please contact us immediately via info@wyldcub.com with your order number and details of the incorrect item received so we can rectify the issue as soon as possible.

Gift Cards

We regret that we cannot accept refunds on gift cards. Please see our gift card terms and conditions for more information.  

Sale Items 

Sale items are deemed final. However, returns and refunds will only be accepted on orders where an incorrect size has been ordered and the customer wishes to place a new order in exchange. 

Credit Notes

Credit notes can only be exchanged for goods, including gift cards and cannot be exchanged for cash refunds.