Refund policy

Return & Refund Policy

Effective Date: [11/07/2026]

Welcome to WELUGOO. We are committed to providing high-quality pet products and ensuring you have a positive shopping experience. If you are not completely satisfied with your purchase, we're here to help.

This Return & Refund Policy explains your rights and our procedures for returns, refunds, replacements, and cancellations.

1. Return Eligibility

You may request a return within 30 days of receiving your order if the item meets the following conditions:

  • The item is unused and in its original condition.

  • The item is returned in its original packaging.

  • All accessories, manuals, tags, and included components are returned.

  • Proof of purchase (order number or receipt) is provided.

Returns that do not meet these conditions may not be eligible for a refund.

2. 30-Day Return Policy

We offer a 30-day return window from the date your order is delivered.

If 30 days have passed since delivery, unfortunately we cannot offer a refund or exchange unless required by applicable consumer law.

3. Order Cancellation

Orders may be cancelled before they have been processed or dispatched.

Once an order has been shipped, it cannot be cancelled. If you no longer want the item after shipment, you may request a return in accordance with this policy after delivery.

4. Change of Mind Returns

If you simply change your mind about your purchase, you may return eligible products within 30 days.

Please note:

  • Items must be unused and in their original packaging.

  • Return shipping costs are the responsibility of the customer.

  • Original shipping charges are non-refundable unless required by law.

5. Damaged, Defective or Incorrect Items

If you receive:

  • A damaged item

  • A defective item

  • The wrong product

  • An item with missing parts

Please contact us within 72 hours of delivery.

To help us resolve your claim quickly, please include:

  • Your order number

  • Clear photographs of the product

  • Photographs of the packaging

  • A brief description of the issue

After reviewing your claim, we may offer:

  • A replacement

  • A full refund

  • A partial refund (where appropriate)

For approved damaged, defective, or incorrect orders, WELUGOO will cover any applicable replacement costs.

6. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned once opened or used:

  • Opened pet grooming products

  • Opened pet feeding accessories

  • Used pet beds or blankets

  • Personalized or custom-made products

  • Clearance or final sale items (unless faulty)

These restrictions do not affect your statutory consumer rights.

7. Return Shipping

For returns due to a change of mind:

  • Customers are responsible for return shipping costs.

  • We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.

For approved damaged, defective, or incorrectly supplied products, WELUGOO will work with you to provide an appropriate resolution.

8. Refund Process

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be processed within 5–10 business days.

  • Refunds will be issued to the original payment method used for the purchase.

Please note that your bank or card provider may require additional time before the refund appears in your account.

9. Exchanges

At this time, we do not offer direct product exchanges.

If you would like a different item, please:

  1. Return the eligible product (if applicable).

  2. Place a new order through our website.

10. Shipping Delays

WELUGOO partners with trusted international suppliers and shipping carriers.

While we work hard to ensure prompt delivery, estimated shipping times are not guaranteed.

Delays may occur due to:

  • Customs inspections

  • Carrier delays

  • Severe weather

  • Public holidays

  • High shipping volumes

  • Other circumstances beyond our control

We appreciate your patience should unexpected delays occur.

11. Lost Packages

If your package appears lost during transit:

Please contact us as soon as possible.

We will investigate with the shipping carrier before determining the appropriate resolution.

Where appropriate, we may offer:

  • A replacement order

  • A refund

depending on the outcome of the investigation.

12. Fraud Prevention

To protect both our customers and our business, refunds may be refused if:

  • Returned items show signs of excessive use or intentional damage.

  • Products are returned without original accessories or components.

  • False or misleading information is provided regarding the return.

  • Evidence of fraudulent activity is identified.

13. Payment Refunds

Refunds are always issued to the original payment method used during checkout.

Please note:

  • Currency exchange differences resulting from your bank or card provider are outside our control.

  • Transaction fees charged by your financial institution may not be refundable.

14. Consumer Rights

Nothing in this Return & Refund Policy limits or excludes any rights you may have under applicable consumer protection laws.

If local law provides additional rights, those rights will continue to apply.

15. How to Start a Return

To request a return or report a problem with your order, please contact our customer support team.

Please include:

  • Full Name

  • Order Number

  • Email Address

  • Description of the issue

  • Photographs (if applicable)

16. Contact Us

WELUGOO Customer Support

Email: support@welugoo.com 

Website: https://welugoo.com

Our customer support team aims to respond to all enquiries within 24–48 business hours.

Our Promise to You

At WELUGOO, customer satisfaction is at the heart of everything we do. We carefully select quality products for pets and pet owners, and we're committed to making every shopping experience secure, transparent, and enjoyable. If something isn't right, we'll work with you to find a fair solution as quickly as possible.