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      Returns & Exchanges

      Whilst we hope that in every instance you are more than pleased with your purchase, should you wish to return anything bought from us, we will be happy to refund the cost of the item, or offer an exchange; whichever you prefer. 

      We accept returns within 14 days from the day you receive your goods. Kindly note, If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 25% of the original selling price from the refund amount. 

      Returning an Item

      To access our returns dashboard and follow the simple instructions click here

      Once your item(s) has been returned to us, our warehouse team will carry out its inspection. We will notify you by email to confirm receipt of your returned item and confirmation of the approval or rejection of your refund.

      Once approved, we will process the refund within 10 working days.  Please note, we will refund the cost of the item(s) returned but not the postage cost.

      All refunds will be processed using the same method of payment you used to place your order. 

      Are there any charges for returns?

      Wags Empawrium is not responsible for the cost of the return postage. 

      Exchanges

      We understand that sometimes wrong sizes can be ordered and we are happy to exchange products providing the following guidelines are followed;

      If you wish to exchange a product for a different size, please understand as our sizes go up so do our prices; which you will be expected to pay the extra. We will notify the customer of any changes in price.

      All our products have to be in the same condition they were sent.

      We are happy to cover the shipping cost for your exchange on a one-time basis. If you exchange more than once on the same item you will be expected to pay the shipping cost.   

      Faulty Goods

      In the case of incorrect or faulty items, we will accept returns within 30 days of delivery. We can either send out a replacement item or offer a full refund including the postage costs. We try our utmost to ensure all our products are of the highest quality, but on the rare occasion that something does go wrong we’ll do all we can to rectify the problem. 

      Non-Returnable Items

      The following items cannot be returned unless found to be incorrect or faulty;

      • Made to measure products
      • Personalised or bespoke orders 
      • Perishable Goods
      • Unsealed pet or animal toiletries
      • Gift vouchers

      This Returns Policy does not affect your statutory rights.