Shipping & currency
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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; a clear photo or short video often helps. We do not apply a voluntary return window to cut off rights that last longer under applicable law.
Two honest limits. Outside statutory cancellation rights, change of mind and wrong sizes are not a standard return, because most of the range ships a long way; 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.
Four 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. We arrange the correct or missing item or an appropriate refund; do not send the wrong item back until we provide the return instructions.
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. We consider the cause of failure, not just how quickly it happened.
Outside statutory cancellation rights, not a standard return. Write to us within fourteen days anyway: where the item is unused and in its packaging we will consider an exchange or a return, with return shipping at your cost. Used beds, mats, covers and chew products are not accepted under this discretionary offer, and these conditions do not override a statutory cancellation right; 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. If we need the item back, we send a prepaid label or cover the postage.
We cover the repair or replacement and its delivery. A refund goes to the payment method you used, for the item and, where the whole order is refunded because of our error, 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 | On us if we ask for it back |
| Wrong item sent | Yes | The correct item, or an appropriate refund | On us |
| Item missing from the order | Yes | The missing item, 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; where the law gives you the choice, that choice remains yours | On us |
| Chew damage and wear over time | No, unless the cause is a defect | Advice on the right strength or size; we consider the cause of failure, not just how quickly it happened | Not applicable |
| Wrong size, unused and in its packaging, outside statutory cancellation rights | By arrangement, within 14 days | Exchange where stock allows, or a refund for the item | Yours |
| Change of mind, unused and in its packaging, outside statutory cancellation rights | By arrangement, within 14 days | Refund for the item, less the original shipping | Yours |
| Statutory cancellation of an eligible UK or EU consumer distance purchase | Yes, generally within 14 calendar days after receiving the goods | Refund of the purchase price and the cost of our least expensive standard outbound delivery option; a further 14 days to send the goods back | Yours only where the law permits and we gave the required information before purchase |
| Used beds, mats, covers and chews, for change of mind | No, as a discretionary return | Not accepted under this discretionary offer, which does not override a statutory cancellation right; if it is faulty, see the fault row | Not applicable |
| Order cancelled before dispatch | Yes | Full refund including shipping; email us as soon as possible | None |
| Bundles | As above, per item | A fault in one bundle item does not remove rights relating to the other items or any right to reject the bundle under applicable law; a discretionary return of one item is refunded at its allocated share of the bundle price | 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. Reporting transit damage within the first week helps our carrier investigation, but seven days is not a deadline for your claim.
For an eligible consumer distance purchase you generally have 14 calendar days after receiving the goods to tell us clearly, by email, that you are cancelling, without giving a reason, and a further 14 days to send the goods back. You pay direct return costs only where the law permits and we gave the required information before purchase.
United Kingdom: a qualifying fault generally gives a short-term right to reject within 30 days, subject to statutory rules; your rights do not simply end on day 30. European Union: consumers generally have a minimum two-year legal guarantee against lack of conformity from receipt of goods; the UK’s 30-day rejection rule is not a single EU-wide rule.
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.
The full policy
If your order arrives damaged, incorrect or incomplete, or a product develops a fault, contact us and we will help put it right. This policy does not exclude, restrict or replace your rights under applicable consumer law. Those rights take priority over any condition below, including time limits, packaging requirements and exclusions.
This policy covers consumer purchases from woopf.com. If you bought through another retailer or marketplace, contact that seller about its returns process and your rights against it. You can also contact us about a WOOPF product fault; we will explain the applicable product guarantee and support route. Trade orders have separate terms where legally permitted.
Email hello@woopf.com or use https://woopf.com/pages/contact. Include your order number, or the email address used to place the order, the item concerned and a short description of the problem. Tell us your preferred outcome. A clear photo or short video often helps; if that is not practical, explain the fault and we will agree another reasonable way to assess it.
Please stop using an item that may be unsafe. Keep it and any useful packaging while we assess the issue. Do not send a parcel to a warehouse or office until we provide the correct return instructions. Contacting us first helps arrange the return; it does not remove a statutory right or extend a legal refund deadline. We reply within one business day, Monday to Friday.
Tell us as soon as you discover the issue. Reporting transit damage within the first week helps our carrier investigation, but seven days is not a deadline for your claim. A fault discovered later can still qualify. A faulty item does not have to be unused or in its original packaging.
We assess what happened, the product description, its intended use and the remedy required by applicable law. We will repair, replace or refund a qualifying item. Where the law gives you the choice, that choice remains yours. If we sent the wrong item or an item is missing, we arrange the correct or missing item or an appropriate refund. You do not have to pursue our carrier yourself.
If an accepted claim requires a return, we provide a prepaid label where available or reimburse reasonable return postage. We also cover the repair or replacement and its delivery. Keep receipts if we ask you to pay postage first. If safe return requires special handling, contact us before posting. We will explain any proposed charge for an issue not covered before you agree to incur it.
Outside statutory cancellation rights, change-of-mind and sizing returns are not offered as standard. If you contact us within 14 calendar days after delivery, we will consider a return or exchange for an unused, undamaged item in its original packaging. Approval depends on the circumstances and available stock. We confirm the agreed return address, deadline, costs and refund or exchange before you send it.
For an agreed discretionary return, you pay return postage and the original shipping charge is not refunded. Used beds, mats, covers and chew products are not accepted under this discretionary offer. These conditions do not apply to a qualifying faulty-goods claim or override a statutory cancellation right. Sale items are not excluded from statutory protection.
You may cancel an order for a full refund, including shipping, before dispatch. Email hello@woopf.com as soon as possible. After dispatch, the appropriate return or statutory cancellation process applies. A dispatch confirmation does not remove any applicable statutory right to cancel.
For eligible consumer distance purchases in the United Kingdom or European Union, you generally have 14 calendar days after receiving the goods to tell us clearly that you are cancelling, without giving a reason. You then have a further 14 days to send the goods back. For an order delivered in separate shipments, the applicable statutory delivery rule determines when the cancellation period begins.
Email your decision to hello@woopf.com and identify the order. You do not need our discretionary approval to exercise a valid statutory cancellation. You may use the cancellation form below, but you do not have to. Ask us for the appropriate return address; our business address is not automatically the returns warehouse.
You may inspect goods as you would reasonably do in a shop. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. We do not impose a blanket unopened, unused or original-packaging condition on this right.
You pay direct return costs only where the law permits and we gave the required information before purchase. For goods that cannot normally be returned by post, the required return-cost information must be provided before purchase. Where it was not, we bear the cost to the extent the law requires. We refund the purchase price and the cost of our least expensive standard outbound delivery option. Any extra paid for a premium delivery option need not be refunded.
EU: we refund without undue delay and within 14 days after your cancellation notice, but may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever is earlier, unless we offered collection. UK: if we have not offered collection, we refund without undue delay and within 14 days after receiving the goods or earlier evidence of sending them back. If we offered collection, the usual deadline is 14 days after your cancellation notice. We use the original payment method unless you expressly agree otherwise, and do not charge a refund fee.
Exceptions apply only where the law permits and the particular product meets the legal conditions. For example, genuinely personalised goods, rapidly perishable goods, or qualifying sealed hygiene goods after their seal is broken may be excluded. A dog having used an item is not, by itself, a blanket hygiene exemption from statutory cancellation rights. Faulty-goods rights remain unaffected.
Approved refunds go to the original payment method. For fault claims, we process the refund promptly once the remedy is agreed or the required assessment is complete, within applicable legal deadlines. Your bank or payment provider may take up to ten business days to display the credit; that processing time does not extend our legal deadline for issuing the refund.
If an entire order is refunded because of our error, we refund its original shipping charge too. For a partial return, we refund shipping where applicable law requires it. We do not deduct a restocking fee from a statutory refund. We refund the amount actually paid for the returned item, accounting for discounts.
An exchange depends on stock. We confirm the available option and any agreed difference in price before proceeding. For a discretionary partial bundle return, the refund reflects the returned item’s allocated share of the bundle price, explained before the return is agreed. A fault in one bundle item does not remove rights relating to the other items or any right to reject a bundle under applicable law.
A manufacturing defect is different from normal wear or damage caused by use outside the product’s stated purpose or care instructions. We consider the cause of failure, not just how quickly it happened. Damage on the first use is not automatically proof of a defect, and a defect discovered after repeated use is not automatically excluded. Our Product Quality and Limited Warranty explains this distinction.
No toy is indestructible. Select a suitable size and type, supervise use, and remove damaged toys. A fetch toy is not automatically suitable for prolonged chewing. These safety instructions do not excuse a manufacturing defect, an inaccurate durability claim, or a failure to meet applicable consumer guarantees.
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.
United Kingdom: goods must meet applicable standards, including satisfactory quality, fitness for purpose and correspondence with their description. A qualifying fault generally gives a short-term right to reject within 30 days, subject to statutory rules. Repair, replacement, price reduction or final rejection rights may apply after that; your rights do not simply end on day 30.
European Union: consumers generally have a minimum two-year legal guarantee against lack of conformity from receipt of goods; some national laws provide longer protection. Repair or replacement must generally be free, with price reduction or refund available in the circumstances set by law. The UK’s 30-day rejection rule is not a single EU-wide rule.
Elsewhere: mandatory local consumer rights apply in addition to this policy. We do not apply a voluntary return window to cut off rights that last longer under applicable law.
Australian Premium Animal Products Ltd, trading as WOOPF™. Office B3, 12/F, Causeway Bay Commercial Building, Causeway Bay, Hong Kong. Email hello@woopf.com. Telephone +61 421 105 421.
The version applicable to your purchase remains relevant to your order. Future changes do not remove existing contractual or statutory rights. Please contact us if you disagree with a claim decision so we can review the evidence and explain our reasons. You may also use any independent complaint or dispute route available under applicable law.
To WOOPF, hello@woopf.com. I give notice that I cancel my contract for the following goods:
From 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.
Not unless we ask: do not send a parcel back until we provide the return instructions. 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 normal wear. We consider the cause of failure, not just how quickly it happened: damage on the first use is not automatically proof of a defect, and a defect discovered after repeated use is not automatically excluded.
Write to us within fourteen days. If the item is unused and in its packaging we will consider an exchange where the size is in stock, with return postage at your cost. Used beds, mats, covers and chew products are not accepted under this discretionary offer, which is why the size table and the bed size guide are on every page. These conditions do not override a statutory cancellation right in the UK or the EU.
We issue it promptly once the claim is approved, or once a returned item arrives or we have evidence that you sent it back; 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. Email us as soon as possible. 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. Those rights take priority over any condition in it, including time limits, packaging requirements and exclusions. 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.
