Return & Refund Policy
At Wooflair®, we design our dog toys with care and quality in mind. We want every customer — and every dog — to have a positive experience with our products.
If you need to cancel an order, request a return, or ask for a refund, please review the guidelines below.
1. Order Cancellation
Orders may be canceled under certain conditions depending on their status.
Unpaid Orders
If your order has not yet been completed with payment, you may cancel it directly through the checkout system or contact our support team for assistance.
Paid Orders
If payment has already been processed, cancellation requests must be submitted within 48 hours after placing the order.
If the order has already entered the processing or shipping stage, it may no longer be eligible for cancellation.
To request an order cancellation, please contact our support team as soon as possible:
2. Return & Exchange Policy
Wooflair® offers a 30-day return or exchange period starting from the date your package is delivered.
Return Requirements
To qualify for a return or exchange:
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The item must be unused and in its original condition
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The product must be returned with its original packaging
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The request must be submitted within 30 days of delivery
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A valid order confirmation or receipt must be provided
Returns sent without prior approval may not be accepted.
3. How to Request a Return or Exchange
If you would like to return or exchange an item, please contact our customer service team before sending the product back.
Please include the following details in your request:
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Your order number
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The item(s) you would like to return
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The reason for the return
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Photos or videos if the item is damaged or defective
Send your request to:
Once your request is approved, we will provide the appropriate return instructions and return address.
Please ship the product within 7 days of receiving approval and share the tracking number with our support team.
4. Return Shipping Responsibility
Customer-Initiated Returns
If the return request is due to personal preference (e.g., selecting the wrong product or changing your mind), the customer will be responsible for the return shipping cost.
Estimated return shipping costs typically range between €3 and €10 per item, depending on package size and shipping location.
Defective or Incorrect Items
If you receive a product that is:
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Damaged during shipping
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Defective
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Incorrect or different from the order
Wooflair® will cover the return shipping cost and offer either a replacement product or a full refund.
5. Refund Processing
After we receive and inspect the returned item, the refund process will begin.
Approved refunds will be issued to the original payment method within approximately 5 business days.
You will receive an email confirmation once the refund has been processed.
Please note that the time required for the refund to appear in your account may vary depending on your bank or payment provider.
6. Partial Refund Conditions
In certain situations, a partial refund may be issued if:
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The returned item shows signs of use or damage not caused by shipping
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The original packaging, parts, or accessories are missing
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The item was not returned in its original condition
Each case will be reviewed individually by our support team.
7. Delayed or Missing Refunds
If you have not received your refund after the expected processing time:
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Review your payment account or bank statement
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Contact your credit card provider or payment service
If the issue remains unresolved, please contact our support team:
We will be happy to assist you.
8. Contact Information
For any questions regarding cancellations, returns, refunds, or product issues, please contact us.
Company Name
HILLY FASHION COMPANY LIMITED
Address
23-27 Kung Yip Street
Flat D, 18/F, Mei Luen Industrial Bldg
Kwai Chung, New Territories
Hong Kong
📞 Phone: +852 2429 9018
📧 Email: service@wooflair.com