Refund policy

Returns and Refund Policy

Last updated: 31 July 2025

At Winnie’s Wags, every product is handmade and personalised with care. Because of the custom nature of our items, we are unable to accept returns or offer refunds unless there is a fault or error on our part.

Custom-Made Items

All of our products are made to order and personalised to your specifications. For this reason, we do not accept returns or exchanges due to:

• Change of mind
• Incorrect spelling, colour, or size submitted by the customer
• General wear and tear or misuse

If We've Made a Mistake

If your item arrives damaged, faulty, or incorrect due to an error on our part, please contact us within 7 days of receiving your order. Email us at winnieswags@outlook.com with the following:

• Your order number
• A brief explanation

Once we’ve reviewed the issue, we’ll offer a replacement or refund at no extra cost if your claim is approved.

Order Cancellations

Orders may be cancelled within 1 hour of purchase. After this time, we may have already started creating your item and will be unable to cancel or refund.

Return Shipping

If a return is approved, we’ll provide full instructions. Do not send any items back without first contacting us and receiving confirmation.

Need Help?

For any questions about your order, please reach out to us at winnieswags@outlook.com.