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Returns and refunds
Damaged in the post, the wrong item, something missing from the box, or a product that fails: those are ours to fix, we cover the return, and you get a replacement or a refund to the card you paid with. Tell us as soon as you notice, with the order number and a photo, and most claims are settled from the photo without anything going back in the post. A faulty product has no deadline at all.
Two honest limits. Change of mind and wrong sizes are not a standard return, because most of the range ships a long way and a used bed cannot be resold; write to us anyway and we will do what we can, and use the size tables and the bed size guide before you order. And nothing on this page reduces the rights the law where you live already gives you; it sits on top of them.
A small team, real replies. The policy fits on one screen because it is simple.
Start a returnRead the policy itselfFour situations cover almost every email we get. Find yours; the answer is on the card.
Photograph the box and the item before you throw anything away, and email us as soon as you notice, with the order number. Telling us in the first week helps us claim against the carrier, but it is not a cut-off. We replace it or refund it, and we claim on the carrier ourselves; you do not have to post it back unless we ask.
Email the order number and a photo of what arrived. The missing or correct item ships next business day; if the wrong item is worth keeping, we will usually tell you to keep it rather than post it back.
A buckle that broke, a seam that opened, a tag that stopped scanning, a tracker that will not charge: email a photo or a short video and how long you have had it. A fault is ours to fix with a repair, a replacement or a refund. Chew damage that builds up over weeks is wear, not a fault; a product that fails the first time it is used is a fault.
Not a standard return. Write to us within fourteen days anyway: where the item is unused and in its packaging we can often exchange a size or take it back, with return shipping at your cost. Beds and mats a dog has slept on cannot come back for hygiene reasons; measure first, with the size table on every page and the bed size guide.
hello@woopf.com or the contact form, with the order number and a photo (or a short video for a fault). Say what you would like: a replacement or a refund.
A person reads it and answers, Monday to Friday. Most claims are settled from the photo; if we need the item back, we send a prepaid label or cover the postage.
A replacement ships the next business day, tracked. A refund goes to the payment method you used, for the item and, where the whole order is refunded, the shipping too.
We issue approved refunds promptly; your bank or card provider then takes up to ten business days to show it. If it has been longer, write to us with the order number and we chase it.
By situation
The same rules the policy states, laid out by situation.
| Situation | Covered | What you get | Return shipping |
|---|---|---|---|
| Damaged in transit | Yes | Replacement or refund; we claim on the carrier | Usually none needed; on us if we ask for it back |
| Wrong item sent | Yes | The correct item, next business day; keep or return the wrong one as we advise | On us |
| Item missing from the order | Yes | The missing item, next business day, or a refund for it | None |
| Manufacturing fault (a buckle, a seam, a zip, a tag or tracker that stops working) | Yes | Repair, replacement or refund, whichever fixes it | On us |
| Chew damage and wear over time | No, unless it failed on first use | Advice on the right strength or size; a fault on first use is replaced | Not applicable |
| Wrong size, unused and in its packaging | By arrangement, within 14 days | Exchange where stock allows, or a refund for the item | Yours |
| Change of mind, unused and in its packaging | By arrangement, within 14 days | Refund for the item, less the original shipping | Yours |
| Used beds, mats, covers and chews | No | Nothing can be resold once a dog has used it; if it is faulty, see the fault row | Not applicable |
| Order cancelled before dispatch | Yes | Full refund including shipping; email the same day, because we dispatch the next business day | None |
| Bundles | As above, per item | A faulty item in a bundle is replaced on its own; a change-of-mind return of one item is refunded at the bundle price split across its parts | As above |
The law where you live
This policy is what we promise. The law where you live may give you more, and nothing here takes any of it away.
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. The seven-day window in this policy is when we ask you to tell us about transit damage so we can claim on the carrier; it does not limit those guarantees.
You have a right to cancel a distance purchase within fourteen days of delivery and return it at your own cost for a refund, and a right to reject faulty goods for a full refund within thirty days, with repair or replacement after that. Tell us you are cancelling by email within the fourteen days.
Your local consumer law applies alongside this policy. If you think it gives you something this page does not, say so in your email and we will look at it properly rather than quote the policy back at you.
Settings, Policies, Refund policy
This is the text that lives at woopf.com/policies/refund-policy and is linked from the checkout. It is the same as the page above, in the order a policy needs.
Last updated 22 September 2026.
If an item arrives damaged, is the wrong item, or is missing, tell us as soon as you notice, with your order number and a photo. Telling us in the first week helps us claim against the carrier; it is not a cut-off on what you are owed. If an item develops a fault, tell us as soon as you find it. In either case WOOPF™ replaces, repairs or refunds it and covers any return shipping. Change of mind and sizing returns are not offered as standard but are considered on request within fourteen days for unused items in their original packaging. Nothing in this policy reduces your rights under the consumer law where you live.
For customers in 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. For customers in the United Kingdom and the European Union: you have a statutory right to cancel a distance purchase within fourteen days of delivery, and rights in respect of faulty goods, which this policy does not limit. For customers elsewhere: your local consumer law applies in addition to this policy.
Who gives this warranty. Australian Premium Animal Products Ltd, Office B3, 12/F, Causeway Bay Commercial Building, Causeway Bay, Hong Kong. Telephone +61 421 105 421. Email hello@woopf.com.
To make a claim, email us with your order number, the date of purchase, and a photograph or video of the fault. We tell you whether the item needs to come back and where to send it. You do not bear the expense of a claim we uphold: we cover return postage and the replacement, repair or refund. Goods are expected to be free from defect for the period a reasonable person would expect given their price, their nature and the use they are put to; the Australian Consumer Law fixes no cut-off date and neither do we. The benefits this warranty gives you are in addition to your other rights and remedies under the law.
Report transit damage, an incorrect item or a missing item as soon as you notice, by email to hello@woopf.com or through the contact form, with your order number and a photograph of the item and packaging. Reporting in the first week after delivery helps us claim against the carrier; it is not a deadline on your rights. Report a fault as soon as you find it, with a photograph or video and the date of purchase. We will offer a replacement, a repair or a refund, and where an item needs to be returned we will provide a prepaid label or reimburse reasonable return postage. We may ask you to keep or dispose of a damaged or incorrect item rather than return it. Normal wear, and damage from chewing that accumulates over time, is not a fault; a product that fails on first use is.
We do not offer change-of-mind or sizing returns as standard. If you contact us within fourteen days of delivery about an item that is unused, undamaged and in its original packaging, we will consider an exchange or a return at our discretion. Return shipping for a change-of-mind or sizing return is paid by you, and the original shipping charge is not refunded. Beds, mats, covers and chew products that have been used cannot be returned for change of mind, for hygiene reasons.
Orders can be cancelled for a full refund, including shipping, at any time before dispatch. We dispatch on the next business day, so email us the same day where you can. After dispatch, a cancellation is treated as a change-of-mind return under section 4, unless you are exercising a statutory cancellation right under section 2.
Approved refunds are issued to the original payment method. We issue them promptly once the claim is approved or, where an item is returned, once it is received. Your bank or card provider may take up to ten business days to show the credit. Where an entire order is refunded because of our error, the shipping charge is refunded too.
Please quote the order number from your confirmation email. If you cannot find it, the email address used for the order is enough for us to locate it.
Email hello@woopf.com or use the contact form at woopf.com/pages/contact. We reply within one business day, Monday to Friday. This policy is issued by Australian Premium Animal Products Ltd, and any dispute is governed as set out in our Terms of Service.
Dr Duncan, Bridie and KikoFrom Dr Duncan
I see the end of the story when gear fails: the dog that backed out of a harness beside traffic, the collar buckle that let go at the park. So the rule for anything we made that did not do its job is short: send me the photo, and it is replaced or refunded, and we pay the postage. I am not going to argue with you about a buckle. Where I do draw a line is the used bed that did not suit him, because I cannot sell it to the next dog, and the chew that a Staffy took a month to destroy, because that is what chews are for. If you are between sizes, measure first; every page has the table and the bed guide exists for exactly this. And if the problem turns out to be the dog rather than the gear, the app has a vet in it. Bridie and Kiko tested every version, including the ones that failed and never went on sale.
Dr Duncan Houston, emergency veterinarian and founder of WOOPF™
Meet Dr DuncanQUESTIONS, ANSWERED
The short answers; the policy above is what applies.
Usually not. A clear photo of the item and the box is what we and the carrier need. If we do need it back, we send a prepaid label or refund the postage; you are never out of pocket for our mistake.
Yes, if it is a fault: a buckle, a seam, a zip, a tag that stopped scanning, a tracker that will not charge. Email a photo or video and when you bought it. What is not covered is wear, and chew damage that built up over those three weeks; a chew that fails the first time it is used is a fault and is replaced.
Write to us within fourteen days. If the item is unused and in its packaging we can usually exchange it where the size is in stock, with return postage at your cost. A bed or mat a dog has slept on cannot come back, which is why the size table and the bed size guide are on every page.
We issue it promptly once the claim is approved, or once a returned item arrives; your bank or card provider then takes up to ten business days to show it. If it has been longer than that, email the order number and we will chase it with the payment provider.
Before dispatch, yes, for a full refund including shipping. We dispatch the next business day, so email the same day if you can. After dispatch it is a return; if you are in the UK or the EU you also have a fourteen-day statutory right to cancel a distance purchase.
No. It sits on top of them. In Australia the consumer guarantees apply regardless of the seven-day window, which is only when we ask you to report transit damage so we can claim on the carrier. If you think the law where you live gives you more than this page, say so in the email and we will look at it properly.
ASK A VET
A harness that rubs may be a fit problem or a skin problem; a bed the dog will not use may be the wrong size or a sore hip; a chew that is being ignored may be a sore tooth. A certified vet in the ASK A VET app can look at photos and tell you which, and the answer is often not a return.
Talk to a vet in ASK A VET
