Refund policy

Refund Policy

Last updated: June 23, 2026

We want you and your dog to be completely happy with your Wagivo purchase. If something isn't right, we're here to help.

1. Return Window

You have 30 days from the date you received your item to request a return or refund.

2. Eligibility

To be eligible for a return, your item must be:

Unused and in the same condition that you received it
In its original packaging
Accompanied by proof of purchase

Non-returnable items: Personalised products (items with a custom name or design) cannot be returned or exchanged unless they arrive damaged or defective, as they are made to order.

3. Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at contact@wagivo.com with:

Your order number
A clear photo of the damaged or defective item

We will arrange a replacement or full refund at no cost to you, including for personalised items.

4. How to Start a Return

To initiate a return, please email us at contact@wagivo.com with your order number and reason for return. Do not send your purchase back without first contacting us — returns sent without prior authorisation may not be processed.

5. Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your original payment method within 5–10 business days.

Original shipping costs are non-refundable. If you receive a refund, the cost of return shipping (where applicable) will be deducted from your refund.

6. Late or Missing Refunds

If you haven't received a refund within 10 business days, please first check your bank account again, then contact your credit card company — it may take some time before your refund is officially posted. If you've done all of this and still have not received your refund, please contact us at contact@wagivo.com.

7. Order Cancellations

Orders can be cancelled within 24 hours of placement for a full refund. After 24 hours, orders may have already been submitted to our fulfilment partner and cannot be cancelled. Personalised orders begin production immediately and cannot be cancelled once confirmed.

8. Australian Consumer Law

If you are an Australian customer, 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.