Refund policy

At WagglyCove, we do our best to ensure that every order is packed carefully and reaches you in good condition. If there is an issue with your order, please contact us as soon as possible so we can assist you.

WagglyCove is operated by Future Fore Sdn Bhd (202401028567).

1. Damaged, Defective, or Incorrect Items

We accept refund or replacement requests if your item is:

damaged upon arrival;
defective;
incorrect or different from what you ordered;
missing from your order.

Please report the issue to us within 3 days of receiving your parcel.

To help us review your request, please provide:

your order number;
clear photos or videos of the affected item;
photos of the parcel packaging, airway bill, and outer box or mailer;
a short description of the issue.

Once we have reviewed and confirmed the issue, we will offer a suitable solution, which may include a replacement, refund, or store credit, depending on the case.

2. Non-Returnable Items

For hygiene and safety reasons, we are unable to accept returns, refunds, or exchanges for:

opened pet treats, chews, or consumable products;
products that have been used, fed, chewed, or partially consumed;
products damaged due to improper storage after delivery;
products damaged by the customer or pet;
items returned without prior approval from WagglyCove;
free gifts, samples, or promotional items, unless defective or wrongly sent.

As many of our products are natural, handmade, small-batch, or minimally processed, slight variations in colour, size, shape, thickness, texture, smell, and weight may occur. These natural variations are not considered defects.

3. Change of Mind

We do not accept returns, refunds, or exchanges due to change of mind, wrong product selection, pet preference, or if your pet does not like the product.

If you are unsure which product is suitable for your pet, please contact us before placing your order. We are happy to help you choose a suitable starting point based on your pet’s size, age, and chewing style.

4. Return Process

Please contact us before returning any item. Returns sent without prior approval may not be accepted.

If a return is approved, we will provide return instructions. Unless the return is due to our error, customers are responsible for return shipping fees. WagglyCove will not be responsible for parcels that are lost or damaged during return transit. We recommend using a trackable courier service.

Approved returns should be sent to:

Future Fore Sdn Bhd
21, Jalan Ekoflora 6/3,
Taman Eko Flora,
81100 Johor Bahru, Johor, Malaysia.

5. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

If approved, refunds will be processed to your original payment method within 7 working days after confirmation. Depending on your bank, card provider, or payment gateway, it may take additional time for the refund to appear in your account.

Shipping fees are non-refundable unless the refund is due to our error, a defective item, or an incorrect item sent.

6. Missing or Lost Parcels

If your parcel appears to be missing or delayed, please contact us and we will assist with checking the delivery status with the courier.

Once an order has been handed over to the courier, delivery is handled by the courier service provider. Claims for lost or damaged parcels may be subject to the courier’s investigation and policies.