Refund policy

Return & Refund Policy

Last updated: 26/05/2026

Thank you for shopping with WoofPatch.

We offer a 30-day voluntary return policy. This means you have 30 days after receiving your order to request a return.

This policy applies worldwide, except where local consumer protection laws provide you with additional or different rights. Nothing in this policy limits, excludes, or replaces any rights you may have under applicable consumer protection laws.

1. Voluntary returns

To be eligible for a voluntary return, the item must be unused, clean, in the same condition that you received it, and in its original packaging. You will also need your order number, receipt, or other proof of purchase.

For pet products, we cannot accept voluntary returns for items that have been used, washed, damaged by the customer, or that contain pet hair, food residue, saliva, odors, stains, or signs of use, unless applicable law requires otherwise.

To request a return, please contact us at:

infowoofpatch@gmail.com

Please include your order number and a brief explanation of your return request.

Please do not send your item back before contacting us. If your return is approved, we will provide instructions on how and where to send your package.

Items sent back without contacting us first may experience delays and may not be accepted for voluntary returns where permitted by law.

2. Return address

Returns must be sent to the return address provided in our return instructions.

Our current return address is:

WoofPatch
Urb. Saset, 7
Alfarràs, Lleida
25120
Spain

Depending on your location, we may provide a different return address or return instructions.

Please do not return your order to the manufacturer.

3. Return shipping costs

For voluntary returns, including change of mind, wrong size, customer preference, ordering by mistake, or no longer wanting the item, the customer is responsible for return shipping costs, unless applicable law requires otherwise.

Original shipping costs are non-refundable for voluntary returns, unless applicable law requires otherwise.

If you are returning an item from outside Spain, you are responsible for any return shipping costs, customs declarations, duties, taxes, or charges related to the return, unless the item is defective, damaged, incorrect, not as described, or applicable law requires otherwise.

We recommend using a tracked shipping service. We cannot guarantee that we will receive your returned item, and we are not responsible for voluntary returns lost in transit.

4. Damaged, defective, incorrect, or not as described items

Please inspect your order when you receive it and contact us as soon as possible if the item is defective, damaged, incorrect, incomplete, or not as described.

To help us resolve the issue quickly, please email us at infowoofpatch@gmail.com with:

- your order number;
- a description of the issue;
- clear photos or videos of the product, packaging, and shipping label where possible.

If the issue is confirmed, we will make it right by offering a refund, replacement, repair, store credit, or another appropriate solution, depending on the situation and applicable consumer law.

For defective, damaged, incorrect, incomplete, or not as described items, we will not require you to pay return shipping where prohibited by law.

Our 30-day voluntary return policy does not limit your legal rights if your item is faulty, damaged, incorrect, unsafe, not as described, or does not meet applicable consumer guarantees.

5. European Union and EEA customers

If your order is shipped to a country in the European Union or European Economic Area, you may have a legal right to cancel your online purchase within 14 days after receiving your order, without giving a reason.

To exercise this right, you must contact us at infowoofpatch@gmail.com and clearly state that you wish to cancel your order.

After notifying us of your cancellation, you must return the item within the legal return period.

Returned items must be in a condition that allows us to inspect them. You may inspect the item as you would in a physical store, but if the item has been used beyond what is necessary to inspect it, we may reduce the refund where permitted by law.

For EU and EEA statutory cancellations, we will refund the product price and the standard outbound delivery cost, where required by law. If you selected a more expensive delivery option, we are only required to refund the cost of the standard delivery option.

You are responsible for the cost of returning the item, unless we have agreed to pay it or applicable law requires otherwise.

We may withhold the refund until we have received the returned item or until you provide proof that you have sent it back, where permitted by law.

6. United Kingdom customers

If you are a customer in the United Kingdom and purchased online, you may have a legal right to cancel your order within 14 days after receiving it, even if the item is not faulty.

After telling us that you wish to cancel, you generally have another 14 days to return the item.

If you exercise your UK statutory cancellation right, we will refund the product price and the standard outbound delivery cost, where required by law. If you selected a more expensive delivery option, we are only required to refund the cost of the standard delivery option.

We may reduce the refund if the item has been used beyond what is necessary to inspect it, or if it has been damaged or handled in a way that reduces its value, where permitted by law.

7. Australia customers

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If your item has a major problem, you may be entitled to choose a refund or replacement. If the problem is minor, we may offer a repair, replacement, refund, or another appropriate solution in accordance with Australian Consumer Law.

Our 30-day voluntary return policy is in addition to, and does not limit, your rights under Australian Consumer Law.

We do not exclude refunds, replacements, repairs, or other remedies for sale items, discounted items, or promotional items where the Australian Consumer Law applies.

8. New Zealand customers

Our 30-day voluntary return policy is in addition to any rights you may have under the New Zealand Consumer Guarantees Act.

If an item is faulty, unsafe, not of acceptable quality, not fit for purpose, or not as described, you may be entitled to a repair, replacement, refund, or another remedy under applicable New Zealand consumer law.

9. Sale items, discounts, and final sale items

Items purchased with a promotional discount may still be returned under this policy if they meet the return conditions above.

Final sale or clearance items are not eligible for voluntary returns unless they arrive defective, damaged, incorrect, incomplete, not as described, or unless applicable consumer law requires otherwise.

Any final sale or clearance condition will be clearly stated before purchase where required by law.

Gift cards are non-refundable, unless required by law.

10. Exchanges

The fastest way to get a different item is to return the item you have. Once the return is accepted, you can place a new order for the item you want.

We only replace items directly if they are defective, damaged, incorrect, or if we decide to offer an exchange as a customer service solution.

11. Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

For approved voluntary returns, refunds are usually processed within 10 business days after we receive and inspect the returned item.

Where applicable law requires a different refund period, we will comply with that legal period. For example, UK statutory cancellation refunds will be processed within 14 days of receiving the returned item or proof that you sent it back, whichever is earlier.

Please remember that your bank, credit card company, or payment provider may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at infowoofpatch@gmail.com.

12. Late or missing refunds

If you have not received a refund yet, please first check your bank account again.

Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund appears.

If you have done all of this and still have not received your refund, please contact us at:

infowoofpatch@gmail.com

13. Refused deliveries and incorrect addresses

Please make sure your shipping address is complete and correct before placing your order.

If an order cannot be delivered because the customer provided an incorrect or incomplete address, failed to collect the package, or refused delivery, we may deduct the original shipping cost, return shipping cost, customs charges, duties, taxes, or carrier fees from any refund, where permitted by law.

This does not affect your rights if the item is defective, damaged, incorrect, not as described, or if applicable law provides otherwise.

14. Contact us

For any return or refund questions, please contact us at:

infowoofpatch@gmail.com