Refund policy

Refund, Return and Exchange Policy

At The Wouff, we strive to ensure that all products are delivered in excellent condition. Due to the nature of our petcare products, we follow a no return and no exchange policy.

Returns

We do not accept returns once an order has been delivered. Please review product details carefully before placing an order, as orders cannot be returned for reasons such as change of mind, incorrect selection, or dissatisfaction after use.

Exchanges

We do not offer exchanges under any circumstances.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is damaged, defective, or incorrect.

To report an issue, you must contact us within 24 hours of receiving the order at thewouff@gmail.com, along with clear photographs or videos of the product and packaging. Failure to report within this timeframe may result in the request being declined.

Once the issue is reviewed and approved, we will provide an appropriate resolution, which may include a replacement or refund at our discretion.

Our customer support team typically responds within 4–8 working hours.

Exceptions / Non-Returnable Items

All products sold on our website are non-returnable and non-exchangeable, including but not limited to:

-Pet care and grooming products

-Personal care products for pets

-Sale or discounted items

-Gift cards

Refunds

Refunds are only applicable in cases where:

-A damaged or defective product is received, or

-An incorrect item has been delivered

If approved, refunds will be processed to the original method of payment within 7–10 business days after inspection and verification. Please note that processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at thewouff@gmail.com.