We want you and your pets to feel confident shopping with WulfJoy. If there is a problem with your order, please email hello@wulfjoy.co.uk and include your order number.
Changing your mind about an online order
For most online purchases, you have the right to cancel within 14 days after receiving your goods, without giving a reason. To cancel, email us within that period. You then have a further 14 days to send the goods back after telling us that you wish to cancel.
Please contact us for return instructions and the appropriate returns address before sending a parcel. You are normally responsible for the direct cost of returning goods when you cancel because you have changed your mind. Please package any returns securely.
Sealed products and exceptions
Some legal exceptions to the right to cancel apply, including goods sealed for health protection or hygiene reasons that are unsuitable for return after being unsealed following delivery. Whether an exception applies depends on the item and its packaging. Opening packaging does not automatically remove your statutory rights. This does not affect your rights if an item is faulty, damaged or not as described.
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. Where goods do not meet these requirements, you may have a short-term right to reject them within 30 days of delivery and receive a refund. After that, legal rights to repair, replacement or a refund may apply depending on the circumstances. Any statutory rights remain unaffected.
If something arrives faulty, damaged or different from what you ordered, contact hello@wulfjoy.co.uk as soon as you reasonably can. Photos can help us resolve a problem more quickly, but we do not impose a 48-hour deadline on your statutory rights. We will arrange an appropriate remedy under UK consumer law and cover reasonable return costs when required.
Refunds
When you cancel an eligible online order, we will refund the payments due under consumer law, including the cost of basic standard delivery where applicable. If you chose a more expensive delivery option, we do not have to refund the extra cost above standard delivery.
We will issue cancellation refunds without undue delay and within the applicable legal deadline, normally within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. Refunds are made to the original payment method unless you expressly agree otherwise, without a refund fee.
We may make a deduction for diminished value if goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, where permitted by law.
Exchanges
We do not currently offer direct exchanges for change-of-mind purchases. Please contact us to arrange an eligible return and place a separate order for a different product.
How to cancel
To exercise your cancellation right, send a clear statement by email to hello@wulfjoy.co.uk identifying your order and stating that you wish to cancel. You may use the following wording: “I hereby give notice that I cancel my contract for the purchase of [goods], ordered on [date], received on [date], name [name], address [address].” Using this wording is optional.
Contact
WulfJoy Limited, company number 16317002. Registered office: 60 Tottenham Court Road, Suite 5840a, Fitzrovia, London, United Kingdom, W1T 2EW. This is not a returns address. Please contact us for return instructions.
For cancellations, returns, delivery problems or refund queries, email hello@wulfjoy.co.uk. This policy does not affect your statutory rights.