Refund policy

Last updated: 16 June 2026

At Wag Forward, we want you to be happy with your order. If something arrives damaged, faulty, defective or different from what you ordered, please contact us and we will work with you to put it right.

For any return or refund enquiry, contact us at hello@wagforward.co.uk.

Damaged, faulty or incorrect items

If your item arrives damaged, faulty, defective or different from what you ordered, please contact us as soon as possible.

For faults identified within 30 days of delivery, you may be entitled to reject the item and receive a refund in accordance with your statutory rights.

Please include:

Your order number
A brief description of the issue
Clear photographs or video showing the problem where reasonably possible

Once we have reviewed the issue, depending on the circumstances and your legal rights, we may offer an appropriate replacement, refund or other remedy.

If a return is required because an item is faulty, damaged or incorrect, we will provide the appropriate return instructions and will not require you to bear reasonable return costs resulting from our error.

Your statutory rights in relation to faulty goods may continue beyond the initial 30-day period.

Refunds

Once we receive your return, or acceptable evidence that it has been sent back where applicable, we will inspect/process the return.

Approved refunds will be issued to your original payment method.

For statutory cancellation returns, refunds will be made within the time required by law.

Your bank or payment provider may take additional time to display the refund after it has been issued.

Original delivery charges

If you return your order due to damaged goods we will refund the cost of the standard delivery option, provided this was paid for at the point of purchase, for orders £40+ with free delivery this is not applicable.