Returns & Cancellations

We want you (and your pet) to be happy with what you ordered. Wagbase ships to the EU, so our return and cancellation policy follows EU consumer protection rules — including your 14-day right of withdrawal.

Cancelling an order

You can cancel any item in your order, free of charge, at any time up until it's fulfilled (shipped). Email support@wagbase.ca with your order number as soon as possible — we process orders quickly, so the sooner you reach out, the better our chances of catching it in time. Once an item has shipped, it can no longer be cancelled, but you can request a return instead (see below).

Returns

You can request a return within 14 days of the delivery of the last item in your order — for any reason, no explanation needed.

To start a return, email support@wagbase.ca with your order number. We'll confirm the return and send you a free prepaid return label — return shipping is on us, and there's no restocking fee.

Once we receive and check the returned item, we'll issue a full refund to your original payment method within 5–10 business days.

Final sale items

Any item marked as final sale on its product page isn't eligible for return or cancellation under this policy.

Damaged, defective, or wrong item

If your order arrives damaged, defective, or isn't what you ordered, email us within 14 days with a photo of the item. We'll send a replacement or a full refund — no return required on our end of the mistake.

Refunds

Once a return or refund request is approved, refunds are issued to your original payment method and typically show up within 5–10 business days, depending on your bank or card provider.