Refund policy

Here's a return & refund policy drafted for Willow Mutt's dropshipping model. It accounts for your supplier setup, consumable supplements, and electronics. Paste it directly into that Shopify policy editor.

Return & Refund Policy

Last updated: May 2026

We want you and your dog to be completely happy with your Willow Mutt purchase. If something isn't right, we're here to make it right.

30-Day Return Window

We accept returns within 30 days of delivery for most items, provided they are:

  • Unused and in their original condition
  • In original packaging with all tags and accessories included
  • Not listed under the non-returnable exceptions below

To start a return, email us at hello@willowmutt.com with your order number and reason for return. We'll respond within 1–2 business days with return instructions.

Non-Returnable Items

The following items cannot be returned or refunded due to health, safety, and hygiene reasons:

  • Opened consumables — calming treats, chews, supplements, calming drops, and sprays (once the seal is broken)
  • Used lick mats, snuffle mats, and slow feeder bowls that have been in contact with food
  • Items marked as final sale

If your consumable product arrived damaged, defective, or incorrect, we will replace it or issue a full refund — no return required. See "Damaged or Defective Items" below.

Electronics & GPS Trackers

GPS collars, dog cameras, and activity trackers may be returned within 30 days if:

  • The device is unopened and unused, OR
  • The device is defective or not as described

Opened and functioning electronics that are simply unwanted are not eligible for return. Please review product specifications carefully before purchasing.

For defective electronics, contact us within 7 days of delivery and we will coordinate a replacement or refund on your behalf.

Refund Process

Once your return is received and inspected by our fulfillment partner, we will notify you of the approval status within 3–5 business days.

Approved refunds are processed to your original payment method within 5–10 business days depending on your bank or card provider.

Shipping costs are non-refundable unless the return is due to our error (wrong item, defective product).

Return Shipping

  • Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
  • We recommend using a tracked shipping method. Willow Mutt is not responsible for returns lost in transit.
  • Return shipping addresses are provided on a per-order basis and may vary depending on the supplier fulfilling your order.

Damaged or Defective Items

If your item arrived damaged or defective, please contact us at support@willowmutt.com within 7 days of delivery and include:

  • Your order number
  • A clear photo of the damage or defect
  • A brief description of the issue

We will send a replacement or issue a full refund at no cost to you. You do not need to return damaged or defective items in most cases.

Wrong Item Received

If you received the wrong product, contact us within 7 days of delivery. We'll arrange the correct item to be shipped and cover all costs.

Order Cancellations

Orders can be cancelled within 24 hours of placement for a full refund. After 24 hours, orders may already be in fulfillment and cannot be cancelled. Contact us immediately at hello@willowmutt.com if you need to cancel.

Contact Us

📧 hello@willowmutt.com 🌐 willowmutt.com

Willow Mutt — Calm dogs. Happy homes.

A few notes before you publish:

  • Supplement returns — "opened = non-returnable" is standard and protects you from abuse. Your suppliers (Spocket, Zendrop) all have similar policies.
  • Electronics window — the 7-day defect reporting window is tighter than the general 30-day window, which is normal for tech and aligns with most supplier policies.
  • "Return addresses vary by supplier" — this is intentional. You don't want customers shipping returns to you in Burnaby. Spocket and TopDawg each have their own return routing.
  • This is a solid, functional policy but not legal advice — if you scale past $5K/month, a quick review by a Canadian e-commerce lawyer (~$200–400 CAD one-time) is worth it.