Return, Refund and 30-Day Money-Back Guarantee
Our 30-day money-back guarantee
You have 30 calendar days from delivery to contact us if WoofBall Glow is not right for you.
You may open and reasonably try the product as instructed. Your dog not enjoying the toy is an eligible reason to request a return.
Email support.cadell@gmail.com with your order number and request. We will provide return instructions. Send the return within 14 calendar days of receiving those instructions, unless we agree otherwise or applicable law gives you longer.
Return condition
For satisfaction or change-of-mind returns:
• Return the ball, remote and other supplied components.
• Remove pet hair and surface dirt, following the cleaning instructions.
• Keep the electronic core dry.
• Package the items securely. Original packaging is helpful but not mandatory.
• Disclose any damage or missing components.
Reasonable trial use is accepted. Our voluntary guarantee does not cover damage caused by heavy chewing, misuse, unauthorised modification or failure to follow the instructions.
Where legally permitted, we may make a proportionate deduction for missing parts or damage beyond reasonable trial use. We will explain any proposed deduction. We do not charge a restocking fee.
These conditions do not exclude remedies for an inherent defect, misleading description or another issue covered by consumer law.
Who pays return shipping?
Preference or satisfaction returns: The customer pays return postage. Original delivery charges are not refundable unless required by law.
Faulty, damaged, incorrect or incomplete orders: We cover reasonable necessary return costs, normally through a prepaid label or an agreed reimbursement.
For customer-arranged returns, retain proof of postage and consider tracking. If we provide the return label, we will handle carrier problems relating to that shipment.
Damaged, faulty or incorrect goods
Inspect your order when practical and contact us as soon as you discover a problem. Reporting visible delivery damage within seven days helps us investigate, but missing that period does not automatically remove your rights.
Provide your order number and a description of the issue. Photos or video are helpful where reasonably available.
Depending on the circumstances and your legal rights, we will arrange a repair, replacement or refund. We will not require you to accept store credit where you are entitled to a monetary refund.
Do not mail a leaking, swollen, overheating or otherwise damaged battery product. Stop using it and contact us for safe handling instructions.
Lost orders
A product that never arrives does not need to be returned. Confirmed lost or undelivered orders are handled under our Shipping Policy through a replacement or refund.
Refund amount and timing
Eligible refunds are returned to the original payment method.
We aim to process refunds within five business days of receiving and checking the return, or agreeing that no return is needed. Where law requires an earlier refund based on proof of return or another deadline, that deadline applies.
Your payment provider may take additional time to display the credit. Contact us if it has not appeared within ten business days of our refund confirmation.
Refunds cover the amount actually paid, including applicable refundable taxes. Required delivery-charge refunds will also be included.
Bundles and promotional offers
For a full bundle refund, return all items supplied with that bundle, including promotional items.
For partial returns, any refund will use a fair allocation of the price actually paid across the retained and returned items. We will explain the calculation before proceeding. We will not impose an undisclosed promotional penalty.
Cancellations
Contact us immediately to request cancellation. If fulfillment has not progressed too far, we will cancel and refund the order. Otherwise, the return process applies, subject to any statutory cancellation rights.
Your legal rights
Our 30-day guarantee is additional to your mandatory consumer rights. Faulty-goods rights may continue beyond 30 days. Any applicable statutory cancellation, refund or delivery rights take priority over conflicting policy terms.