Refund policy

Return & Exchange Policy

At Maplewag, we want you and your pet to love your order. As a small, newly launched business, we offer exchanges only. We don’t offer refunds.

Exchange window
You can request an exchange within 14 days of receiving your order.

How to request an exchange
All exchanges are handled manually. To start one, email us at maplewag1155@gmail.com with:

• Your order number
• The item you’d like to exchange
• The reason for the exchange
• Photos, if the item is damaged or faulty

Please don’t send anything back before we reply with return instructions. Parcels sent without approval can’t be accepted.

Damaged, faulty or wrong items
If your item arrives damaged, faulty or isn’t what you ordered, let us know within 14 days of delivery and include photos. We’ll cover the return shipping and send you a replacement at no extra cost.

Change of mind, sizing or other reasons
If you’d like a different size, colour or product for any other reason, we’re happy to exchange it. In this case, you’ll need to pay the return shipping. Once we receive the item, we’ll send out your exchange.

Condition of returned items
Items must be unused, unwashed, in their original condition and packaging, and free of pet hair, odours or damage.

Items we can’t exchange
For hygiene reasons, grooming tools that have been used, such as nail clippers and grinders, can’t be exchanged unless they arrived faulty.

Refunds
We don’t offer refunds or store credit. All approved returns are handled as exchanges.

Questions?
Email us anytime at maplewag1155@gmail.com and we’ll be glad to help.