Customer Delivery & Returns Policy
These terms and conditions are effective from 1 January 2013 until further notice.
Dispatch & Delivery
Wag N’ GO will process your order within two working days of receipt. A shipment will usually take up to five working days for arrival.
In the unlikely event that any of the products are not in stock, delivery may be delayed. In this instance, we will keep you informed via phone or email of the progress of your order.
Returns & Exchange policy
At Wag N’ GO we want you and your dog to be delighted with our products. If for any reason you want to return a product
If upon receiving your order, you or your dog is not satisfied for any reason, please return your order to us at:
Wag N’ GO Ltd
148 Arthur Road, London, SW19 4RQ
Returns and exchanges for non-personalised and non-edible items (with the exception of those listed below): are accepted providing that we have been informed by email within 14 days of receipt and the item is returned in its original unused condition (resalable condition with any labels and/or packaging still intact) to the specific address that we will provide (please email us for an exchange/return form). This must be done within 14 days of the issue of the return/exchange form. Faulty goods will be exchanged or refunded in full. For all other returns or exchanges, the customer is liable for postage costs and refunds will exclude the cost of P&P.
Returns and exchanges for personalised, baked, edible or bespoke items: are prohibited and refunds are only provided in the case of faulty or damaged items.
Returns and exchanges of security or locking items: are prohibited and refunds are only provided in the case of faulty or damaged items.
Returns and exchanges of vet bedding: is prohibited and refunds are only provided in the case of faulty or damaged items.
Please allow 1-2 weeks for exchanges and returns to be processed.
IMPORTANT – For all returns and exchanges you must first contact us via email at info@wagngo. Please state your order number, item for return or exchange and reason for return or exchange. In the case of exchanges, you will be liable to pay any extra amounts due for the new product (for example if a larger size carries a higher cost) and you may also be charged for re-dispatch. You will be informed of any charges before we proceed with the exchange.
Wag N Go are not responsible for return postage or packages that do not reach us and we will not refund or exchange returned items that become lost. The customer is therefore advised to send returns via recorded or special delivery or any other manner that ensures the parcel is guaranteed to arrive, tracked or covered for the full cost of the item(s).
We would like to advise you to obtain a proof of postage when returning your order. You are responsible for your package until we receive it back. We regret to tell you that the cost of the returns postage and insurance is a direct cost to you and cannot be refunded.
This returns policy does not affect your statutory rights.
Orders can be cancelled up to the point of dispatch except in the case of made to order items. In those cases orders can only be cancelled if the product has not already been made or started to be made for you.
All online purchases have a ‘cooling-off period’. If you have changed your mind about your purchase and the product(s) are complete and in an unused and undamaged condition, please let us know of your intention to return your purchase within 14 days of receipt. You must contact us first before sending the item(s) back as we will need to issue you with a returns form and return address. You then have another 14 days to actually send the item(s) back.
Some items are not covered by this cooling-off policy. Please see the Returns and Exchanges section above. Please note that, as in the case of all returns and exchanges, you will be responsible for the cost of the return unless we delivered the item to you in error, or if the item is damaged or defective.
This agreement is governed by English law and the exclusive jurisdiction of the English courts will apply to this agreement.
Experiencing problems? Email Us: at email@example.com or Call us on +44 (0) 2089 44 2222. We are open Monday-Friday 9 am–6 pm