‌Effective Date: September 20, 2026‌

Welcome to the official Refund and Returns Policy of WFBL Pets GmbH, the Germany-based pet accessory e-commerce platform operating at www.wfblpets.com. We are committed to delivering high-quality, carefully curated pet grooming tools, portable pet water bottles, interactive pet toys and other pet care products to every pet parent across the region. To ensure fair, transparent, and consistent service for all our customers, this policy clearly outlines all rules for product returns, exchange processes, and refund conditions. A core principle we strictly enforce across all our service processes is that ‌pure “refund only” requests without the return of the purchased product are not permitted under any circumstances‌, which applies to all orders placed on our platform.

1. Eligibility for Returns

You are eligible to submit a product return request within 30 calendar days from the date you receive your WFBL Pets order, under the following conditions:

• The returned product is in its original, unused, unwashed condition, with all original factory packaging, tags, accessories and free promotional gifts that came with the order fully intact. This applies to all our product categories, including grooming brushes, deshedding gloves, travel water bottles, chew toys and other pet accessories sold in our shop.
• You can provide the original order number, order confirmation email, and valid proof that the product was purchased directly from www.wfblpets.com.
• The product you intend to return is not listed as a non-returnable item per the rules outlined later in this policy.

We do not accept return requests submitted after the 30-day post-delivery window, and we never process any refund-only claims that do not involve the return of the purchased physical product to our designated warehouse in Kappeln.

2. Strict No “Refund Only” Rule

To protect the legitimate rights of both our customers and our business operations, and to prevent fraudulent claims, unauthorized product usage and asset loss, we explicitly disallow all refund-only requests that do not require the customer to return the purchased physical product. There are no exceptions to this rule:

• Even if you claim the product you received has minor defects, mismatched specifications, or you changed your mind about the purchase, we will never process a full or partial refund for you without the return of the corresponding product.
• If you fail to deliver the purchased product back to our official return address after submitting a return request, we have the right to reject your entire claim immediately, and no refund will be issued to your payment account.
• Any third-party payment disputes you file that attempt to obtain a refund while retaining our pet products will not be supported, and we will provide valid proof of order delivery and our official policy terms to relevant payment service providers to resolve the dispute.

3. Return Process

To initiate a valid return that complies with our policy, please follow the steps below strictly:

1. Contact our customer support team in advance at [email protected] or call +49 46429229553 within the 30-day return window, provide your order number, photos that clearly show the condition of the product, and explain the reason for your return. Our support team will review your request and send you a formal return authorization approval, as well as our official designated return address: Hinrichsholz 1, 24376 Kappeln. Unauthorized returns sent to addresses not specified by our team will not be processed.
2. Carefully pack the product you are returning to avoid damage during transit, include a printed note with your order number inside the package, and send the parcel using a trackable, insured shipping service. You will be responsible for covering the return shipping fees unless the return is caused by our confirmed shipping mistake, where we sent you the wrong product or a confirmed factory-defective item.
3. Send us the tracking number of your return shipment once you post the parcel, so we can monitor its delivery status. Our team will conduct a full inspection of the returned product within 3 business days after we receive the parcel at our warehouse.

4. Refund Processing After Successful Return

After our team completes the inspection of your returned product and confirms it meets all our return eligibility requirements, we will process your corresponding refund to your original payment method within 7 to 14 business days. Please note the processing time may vary slightly depending on the rules of your card issuing bank or payment service provider.
If our inspection finds that the returned product has been used, damaged, washed, modified, or is missing parts, original packaging or free gifts that came with your order, we reserve the right to reject the return, send the product back to you, and issue no related refund.

5. Non-Returnable Items

The following categories of goods are not eligible for return, even within the 30-day window, for hygiene, safety and product policy reasons:

• Custom engraved or personalized pet products that are custom-made specifically for your order
• Opened disposable pet grooming supplies that have been unsealed after delivery
• Clearance sale items marked as “final sale” on our product page.

If you have any questions related to our Refund and Returns Policy, feel free to contact our team at any time for further clarification.