Refund policy
Last updated: 5 September 2026
This policy explains how returns, refunds and cancellations work when you buy from Waggle ("Waggle", "we", "us"). It forms part of our Terms of Service. Nothing in this policy affects your statutory rights as a consumer.
At a glance
- 30-day happy dog promise: not happy within 30 days of delivery? We'll refund the jar you've opened, with no need to send it back. One promise per household, on your first order.
- Changed your mind? Return unopened, sealed jars within 14 days of delivery.
- Faulty, damaged or wrong item? We'll replace it or refund you in full, including delivery and return postage.
- To start any return or refund, email store@wagglesupps.com with your order number.
1. Please talk to your vet first
Always consult a qualified vet before giving your dog Waggle or any new supplement, food or treat, and follow their advice. If your dog shows any unusual reaction, stop use straight away and contact your vet. See "Veterinary advice and product safety" in our Terms of Service.
2. Our 30-day happy dog promise
Give Waggle a proper go. If you or your dog aren't happy within 30 days of delivery of your first order, email us and we'll refund the price of the jar you've opened. You don't need to post it back.
- The promise applies once per household, to your first order only.
- It covers one opened jar. Unopened, sealed jars from the same order can also be returned for a refund of their price (see section 6).
- For bundles and multi-buy offers, the refund per jar is the price you paid for the bundle divided by the number of jars in it.
- Your request must reach us within 30 days of the delivery date shown in your tracking.
- Delivery charges and free gifts aren't refunded under the promise.
- We may decline a claim if we reasonably believe the promise is being misused, for example repeat claims from the same household or orders bought for resale.
This promise is offered in addition to your legal rights. If your goods are faulty or not as described, you're still entitled by law to a free remedy from us, and the promise doesn't affect that.
3. Changing your mind: your 14-day right to cancel
You can cancel your order for any reason within 14 days of the day you, or someone you nominate, receive the goods.
- How to cancel: email us with your order number before the 14 days are up. You can use the model cancellation form in section 9, but you don't have to.
- Sending goods back: return them within 14 days of telling us you're cancelling. Please wait for our reply with the return details first.
- Opened jars: our chews come in sealed jars for health protection and hygiene reasons, so the right to cancel doesn't apply to a jar once its seal has been broken after delivery. That's what our 30-day happy dog promise is for.
- Return postage: you pay the cost of returning the goods, unless they're faulty or we sent the wrong item.
- Delivery charges: if you cancel your whole order, we'll also refund the standard delivery charge you paid. If you chose a more expensive delivery option, we'll refund the cost of our cheapest standard delivery only.
- Timing: we'll refund you within 14 days of the day you tell us you're cancelling. We may wait until we've received the goods back, or until you've shown us proof that you've sent them, whichever happens first.
- Handling: we may reduce your refund if the value of the goods has gone down because they were handled more than was needed to check them.
4. Faulty, damaged or incorrect items
- Email us with your order number, a photo of the problem and, if you can, the batch number from the jar.
- Please tell us as soon as you can, ideally within 7 days of delivery. This helps us look into it quickly. It doesn't limit your legal rights.
- We'll send a free replacement or give you a full refund, including the original delivery charge, and you won't pay for any return postage.
- Don't use a product if the seal is broken, the packaging is damaged, or the chews look or smell unusual. Contact us instead.
5. If your dog has a reaction
Every dog is different, and some dogs may react to a new supplement or to an ingredient listed on the label. If you notice anything unusual, stop use immediately and contact your vet. Then email us with your order number and the batch number from the jar so we can look into it. A reaction or sensitivity to an ingredient listed on the label isn't, on its own, a fault in the product, but it may be covered by our 30-day happy dog promise. This doesn't affect your legal rights if a product is faulty.
6. How to return items
- Email store@wagglesupps.com with your order number and what you'd like to return.
- We'll reply with the return address and a return reference. Parcels sent without a reference can go astray and may delay your refund.
- Pack unopened jars securely and use a tracked postage service. Keep your proof of postage. Returned items are your responsibility until they reach us.
7. Changes and cancellations before dispatch
Email us as soon as possible. If your order hasn't been dispatched, we can update your address, change your bundle or cancel it for a full refund. Once it's been dispatched we can't stop it, but you can still use the options in this policy.
8. Refunds
- Refunds go back to your original payment method. We don't charge a fee for refunds.
- For cancellations under section 3, the timing in that section applies. Otherwise, we'll refund you within 14 days of receiving your return, or of approving your refund where no return is needed.
- We'll email you when your refund has been processed. Your bank or card provider may take a further 3–10 business days to show it.
- We can't refund products bought from anyone other than Waggle, free gifts, or products damaged after delivery through misuse, incorrect storage or use after the best-before date. This doesn't affect your rights if a product was faulty when it was delivered.
9. Model cancellation form
If you'd like to use it, copy this into an email to store@wagglesupps.com:
To: Waggle, store@wagglesupps.com
I/We hereby give notice that I/we cancel my/our contract for the sale of the following goods: …
Ordered on: … / Received on: …
Order number: …
Name: …
Address: …
Date: …
10. Your legal rights
This policy is in addition to your statutory rights, and nothing in it limits them. Depending on where you live, these include:
- Ireland: the Consumer Rights Act 2022.
- United Kingdom: the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
- Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
- New Zealand: the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.
- Canada: the consumer protection laws of your province or territory.
- South Africa: the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.
11. Contact us
Questions about returns or refunds? Email store@wagglesupps.com with your order number. We usually reply within 1 business day.