Refund Policy

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

Return Window

We offer a 7-day return policy, which means you have 7 days after receiving your item to request a return. All refund and exchange requests must be raised within this window.

Eligibility Conditions

To be eligible for a return, your item must meet all of the following conditions:

• Unworn and unused
• Tags still attached
• In its original packaging
• Accompanied by a receipt or proof of purchase

Upon receiving your return, we will inspect the item to verify it is in its original condition before processing your refund.

How to Start a Return

To initiate a return, please contact us at wag.actually@gmail.com with:

• Your order number
• The item(s) you wish to return
• The reason for your return
• Photos if the item is defective or damaged

Our team will respond within 1–2 working days with return instructions. Please do not send your item back without first contacting us.

Return postage: Customers are responsible for their own postage costs when sending items back. We recommend using a trackable shipping method. Wag Actually cannot be held responsible for items lost in return transit.

Non-Returnable Items

The following items are not eligible for return or refund:

• Items that have been worn, used, or washed
• Items damaged by your pet (chewing, scratching, pulling beyond intended use)
• Items showing normal wear and tear
• Items used to carry a dog (the harness handle is for pulling closer, not lifting)
• Items where the stated weight or height limits were exceeded
• Perishable goods
• Custom or personalised items
• Sale items
• Gift cards

Refund Process

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund within 1–2 working days.

If approved, your refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or payment provider to post the refund to your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at wag.actually@gmail.com.

Exchanges

We do not process direct exchanges. If you need a different size or colour, please:

1. Return your original item (subject to the conditions above)
2. Place a new order on our Shopee store for the item you want

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at wag.actually@gmail.com with photos and your order details. We will assess the situation and resolve it as quickly as possible at no additional cost to you.

EU and International Customers

We currently only serve customers in Singapore. However, if you are an EU-based customer who has made a special arrangement with us, please note that EU consumer protection regulations entitle you to a 14-day cooling-off period to cancel or return your order without providing a reason, subject to the same condition requirements above.