Last updated: August 12, 2026
We want you and your pet to be happy with your order. This policy explains how returns, refunds, and cancellations work at Wagly — and how personalized Pet Memories orders are treated differently from our ordinary products.
Nothing in this policy limits any right you have under applicable United Arab Emirates consumer protection law. Where that law gives you more protection than this policy describes, that protection still applies.
For eligible ordinary (non-personalized) products, you may request a return within 15 days of delivery.
To be eligible, an item generally needs to be unused, in its original condition, in its original packaging where applicable, and include any accessories or components it came with.
Some categories — for example hygiene, safety, consumable, or opened/sealed items — may have additional or different eligibility rules for reasonable health, safety, or hygiene reasons. As our product catalog grows, category-specific rules will be shown on the relevant product page where they apply.
If an item arrives defective, damaged, incorrect, or materially different from how it was described, that is not treated as an ordinary change-of-mind return.
Please contact us and we will review the issue and provide an appropriate remedy — such as a repair, replacement, or refund — in line with applicable consumer protection law.
Pet Memories items are made to order: each one is personalized and produced specifically for you after you approve a design preview. Because of this, Pet Memories orders are not ordinarily returnable for a change of mind once customization or production has begun.
This does not affect your protection if the item you receive is damaged, has a manufacturing error, is the wrong product, or the delivered personalization materially differs from the design you approved. In any of those cases, please contact us and we will review and put it right.
Approving your design preview confirms that you approve the design before we begin production. It does not waive your rights relating to manufacturing defects, damage in transit, our fulfillment errors, or a finished product that materially differs from the design you approved.
We can't promise free return shipping in every case. For a change-of-mind return of an eligible ordinary product, who is responsible for return shipping can depend on the specific product and the terms that apply to it.
Where a product is defective, damaged, incorrect, or the issue is otherwise attributable to Wagly or our supplier's fulfillment, we will make appropriate arrangements for return shipping as part of resolving the issue.
To start a return, request a refund, or report an issue with your order, please reach out through our Contact page with your order details and a description of the issue, and we'll take it from there.
Where a refund is approved, we generally return it to your original payment method.
Once we issue a refund, how long it takes to appear in your account can depend on your bank or payment provider — we're not able to guarantee an exact timeframe for that part of the process.
For ordinary products, it may be possible to cancel an order before it enters fulfillment.
For Pet Memories, it may be possible to cancel before customization or design work begins.
Once personalization, production, or fulfillment has progressed, we may no longer be able to cancel the order. We can't guarantee cancellation is available in every case — please contact us as soon as possible if you need to cancel, and we'll let you know what's still possible.
This policy is a description of how Wagly generally handles returns, refunds, and cancellations — it doesn't replace or limit any right you have under applicable UAE consumer protection law. This page is provided for general information and isn't legal advice.
