Cancellation policy
Purchase Options Cancellation Policy
This policy applies to subscription and recurring purchase options offered by The Woof Whisperer.
Subscriptions & Recurring Orders
When you choose a subscription or recurring purchase option, you authorise us to automatically charge your chosen payment method and send your selected products at the frequency shown when you placed your order.
Your subscription will continue until you cancel it.
There is no minimum subscription period and no cancellation fee unless a different minimum commitment was clearly stated and agreed to before you placed your order.
Cancelling Your Subscription
You can cancel your subscription at any time before your next recurring order is processed.
You can manage or cancel your subscription using the subscription management link provided to you, or by contacting us at:
Once your subscription has been cancelled, no further subscription orders will be charged or created.
Cancelling your subscription does not automatically cancel an order that has already been processed or dispatched.
If a Renewal Has Already Been Processed
If you contact us after a recurring payment has been taken but before your order has been dispatched, please contact us as soon as possible. We will make every reasonable effort to stop and cancel the order.
If the order has already been processed or dispatched, it may no longer be possible to stop the shipment. Your statutory cancellation and return rights will still apply where applicable.
Your 14-Day Right to Cancel
Nothing in this policy affects your statutory rights.
Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, you normally have the right to cancel a qualifying distance purchase without giving a reason.
For qualifying contracts involving the regular delivery of goods, the statutory cancellation period generally runs for 14 days from the day after you receive the first delivery.
To exercise your statutory right to cancel, you only need to clearly tell us that you wish to cancel.
You can contact us at:
Returning Products Following Cancellation
If you exercise a statutory right to cancel after receiving goods, you must normally return the relevant goods to us within 14 days of telling us that you wish to cancel.
Unless the goods are faulty, damaged, incorrect, or we have agreed otherwise, you are responsible for the direct cost of returning the goods.
Products should be returned in a condition consistent with the handling reasonably necessary to inspect them.
Where permitted by law, we may reduce a refund to reflect any reduction in value caused by handling beyond what would reasonably be necessary to establish the nature, characteristics and functioning of the goods.
Certain sealed goods may not qualify for a change-of-mind return once unsealed where the statutory health protection or hygiene exception applies.
Your statutory rights in relation to faulty, damaged or incorrectly supplied goods are not affected.
Refunds
Where a statutory cancellation right applies, eligible refunds will be made in accordance with UK consumer law.
We may withhold reimbursement until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first.
Approved refunds will be returned to your original payment method.
Skipping or Changing an Order
Where available through your subscription management portal, you may also be able to:
- skip an upcoming delivery;
- change your delivery frequency;
- change the quantity of products;
- update your delivery address; or
- update your payment details.
Changes must be made before the relevant recurring order is processed.
Faulty or Incorrect Products
Your rights under the Consumer Rights Act 2015 are separate from your right to cancel a subscription.
If an item is faulty, damaged, not as described or incorrectly supplied, please contact us at woof@thewoofwhisperer.co.uk and we will resolve the issue in accordance with your statutory rights.
Contact
For subscription cancellations or questions about a recurring order, please contact:
The Woof Whisperer Ltd
Email: woof@thewoofwhisperer.co.uk
Cancelling a subscription is free and will stop future recurring orders from being created after the cancellation has taken effect.