Refund Policy

At Soft & Wild we want you and your pet to love every order. If something is not right, we are here to help. This policy explains our returns, replacements, and refunds.

Change of Mind Returns

If you change your mind, you may return most items within 30 days of delivery for a refund or exchange, as long as the item is unused, in its original condition, and in its original packaging. Return shipping for change of mind returns is paid by the customer and is not refunded. Please contact us before sending anything back, so we can confirm the return and give you the correct return details.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or you received the wrong product, we will make it right. Contact us within 14 days of delivery with your order number and a photo of the item, and we will arrange a replacement or a full refund. You will not be charged return shipping for items that arrive damaged, defective, or incorrect, and in most cases we can resolve these without needing you to send anything back.

Items Not Received or Lost in Transit

Some of our products ship from overseas suppliers, so delivery can take longer than a local order. If your order does not arrive within the expected timeframe or appears lost in transit, contact us with your order number and we will resolve it with a replacement or refund.

Non Returnable Items

For hygiene and safety reasons, some items cannot be returned once opened or used, including grooming tools, feeding items, and similar products. This does not apply if the item arrives damaged, defective, or incorrect, which are always covered above.

How to Start a Return or Refund

Email us at support@softandwild.com with:

Your order number
The name or email used at checkout
A short description of the issue
Photos, if the item is damaged, defective, or incorrect

We will reply with the next steps. Please wait for our confirmation before returning any item.

Refunds

Once your return or claim is approved, we will process your refund to your original payment method in US Dollars (USD). Refunds are usually completed within 5 to 10 business days, though the time to appear in your account can depend on your bank or card provider. Where a replacement is agreed instead of a refund, we will arrange it with you directly.

Australian Customers

If you are shopping from Australia, you are also covered by the consumer guarantees under the Australian Consumer Law, which give you a right to a repair, replacement, or refund if a product is faulty, not as described, or unfit for its purpose. Where a product fails one of these guarantees, we also cover the cost of returning it. Nothing in this policy limits those rights.