Refund policy

Return Policy

At Wag Zone, we want you to feel complete confidence in the build quality, mental stimulation benefits, and materials of our canine enrichment hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to strict veterinary hygiene standards, animal saliva contact, food-borne bacteria risks, and pet biosecurity, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The interactive puzzle, treat dispenser, snuffle mat, or chew toy must be completely unopened, unused, unlicked, unwashed, and in its original, factory-sealed condition.
  • Animal Saliva, Food Contact & Hygiene Exclusion: In strict accordance with veterinary health guidelines and Australian biosecurity standards, toys or feeders that have contained kibble, peanut butter, or treats, or have come into contact with a dog's mouth, saliva, or teeth, are strictly non-returnable. We cannot restock or resell items exposed to biological moisture or pet dander.
  • Surfaces must be 100% free of dog hair, teeth puncture marks, claw scratches, treat grease residues, or lawn dirt.
  • Snuffle mats must remain tightly rolled in their original factory plastic sleeves, unwashed, and completely odor-free.
  • All original packaging, branded header cards, instructional training guides, and protective bags must remain 100% complete and undamaged within the return parcel.
  • Items showing signs of aggressive chew wear, missing slider pieces, or damaged retail cartons will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

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.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing parcel transit insurance, as Wag Zone cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@wagzone.shop within 30 days of delivery. Please include your order number, item model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized hygienic repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a puzzle model, size, or delivery address), contact us immediately at support@wagzone.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our pet product quality team will inspect each item under bright lighting to verify compliance with our return conditions (sealed factory wrapping, 100% hair-free, untouched by saliva or food, complete sliding piece counts, and undamaged original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@wagzone.shop for further assistance.