Returns & refunds
We want you and your dog to be happy with every order.
Template wording for client review before go-live. Not legal advice.
Who we are
This policy applies to purchases from Happy Woofs Ltd (company number 14835910) through this website.
Your 14-day cancellation right
Under the Consumer Contracts Regulations 2013, you usually have 14 days from the day after delivery to cancel an online purchase and receive a refund. To cancel, email happywoofsltd@gmail.com with your name and order number.
Exceptions: this right does not apply to perishable goods (including many food products for dogs) once delivery has started, or to goods made to your specification (for example a custom treat box selection once packed). See below.
Perishable and food products
Many of our products are natural dog treats with a limited shelf life. If you cancel after dispatch of perishable goods, we may deduct an amount for goods supplied up to the point of cancellation, or refuse cancellation if the goods cannot be returned in resaleable condition for hygiene reasons.
Build-your-own treat boxes
Treat boxes packed to your chosen selection are prepared to your instructions. The 14-day cancellation right does not apply once the box has been packed. If there is a problem with the contents, contact us within 30 days.
Monthly subscription boxes
These rules apply to boxes sent as part of a monthly subscription, in addition to the rest of this policy.
Cancellation rights and subscription cycles
Each subscription cycle is a separate supply of goods. Your statutory rights under the Consumer Rights Act 2015 apply if goods are faulty, damaged, or not as described.
The 14-day cancellation right under the Consumer Contracts Regulations 2013 usually does not apply to:
- Perishable goods (including many of our natural dog treats) once delivery has started; or
- Goods prepared to your instructions, including subscription boxes packed to your preset, size, and stated protein exclusions once packing has started for that cycle.
Once we have started packing your subscription box for a cycle, that box is being prepared to your saved preset, size, and exclusions. We cannot accept cancellation of that cycle for change of mind.
Before we pack
If you contact us before we start packing for a cycle and the law allows cancellation, we will tell you what is possible. This is separate from ending your subscription for future months (see our Terms of sale).
Faulty, damaged, or wrong subscription boxes
If a subscription box arrives damaged, faulty, or with wrong items, contact us within 30 days at happywoofsltd@gmail.com with your order or cycle reference and clear photos. We will offer a repair, replacement, or refund as appropriate under the Consumer Rights Act 2015. This does not automatically cancel your subscription for future months unless you ask us to cancel.
Refunds on subscription charges
Approved refunds are returned to your original payment method within 14 days. Refunding one cycle does not by itself end your subscription. To stop future monthly charges, cancel from your account or email us.
Faulty, damaged, or wrong items
If something arrives damaged, faulty, or not what you ordered, contact us within 30 days at happywoofsltd@gmail.com with your order number and a clear photo. Under the Consumer Rights Act 2015 we will offer a repair, replacement, or refund as appropriate.
How to return items
- Email us with your name, order number, and reason for return.
- Wait for our reply with return instructions. Please do not send items back without contacting us first.
- Pack items securely and use a tracked service. Keep your proof of postage.
Refunds
When a refund is approved, we will process it to your original payment method within 14 days. Card refunds may take a few extra days to appear depending on your bank.
Trade orders
Trade account terms may differ. Contact your account manager or email happywoofsltd@gmail.com.