RETURN & EXCHANGE

 

Customer satisfaction is important to us and we are happy to return or exchange any products that satisfy the following terms and conditions:

All returns or exchanges must be received back within 7 working days (Singapore) or 20 working days (Malaysia, Thailand and Indonesia) of the initial delivery date, exceptions are made for defective products (please see warranty terms below).

The customer is solely liable for the product when in transit, therefore if the customer’s chosen courier fails to deliver the package, Woof Pals cannot credit the customer.

 

Defective Products under warranty:

Warranty Terms:Leather and key hardware (brass, nickel, or steel clasps and D-rings) have a lifetime warranty, nylon products have a one year warranty, and decorative hardware has a one year warranty.

  • If a defective product is returned, the customer will be credited for the product and shipping cost
  • If a defective product is exchanged, the customer will not be charged additional shipping costs.


 

Unused products free of defects:

1) If a product is returned, the customer will be responsible for the shipping costs incurred to ship the product back. Additionally, the customer will only be credited 85% of the invoice total’s amount, as we charge a 15% restocking fee for returns. Also we will deduct the shipping cost that cost us to ship the product to you.
 

Please note:

  • Muzzles will not be subject to any restocking fees
  • All custom made products will not be returnable
  • All leather collars will be subject to 20% re-stocking fee unless otherwise agreed with Woof Pals
2) If a product is exchanged (typically for a different size), the customer will be responsible for all future shipping costs and items' price-difference (if any), there is no restocking fee on exchanges.

 

Exceptions: Woof Pals will not refund and/or exchange the following products:

  • Final Sale products
  • Used products that are not defective
  • Customized products (options or sizes not listed on our website)
  • Products that have been damaged by outside influences including but not limited to chewing, scratching, fire or excessive heat, intentional cutting, etc…
  • Dean & Tyler products purchased through another retailer’s channel; refunds and exchanges will only be honored for products purchased directly from us

 

For clarifications, please contact us @ CUSTOMER CARE  or at enquiries@woofpals.com.sg

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