Weredog Returns & Refund Policy

We want you to be happy with your order, and we do everything we can to make sure it arrives just as you expected. Here’s how we handle returns, refunds, and cancellations.

Made-to-Order (Custom) Toys

Each made-to-order (MTO) toy is crafted specifically for you, based on your selected options like model, colouration, firmness, and size. Because of that, we can’t accept returns or cancellations once production has started.

When you place a custom order, you’re entering into a contract for us to produce a bespoke item using materials chosen just for your toy. These can’t be repurposed.

If production hasn’t started yet, we’re usually happy to make changes or cancel the order, just contact us as soon as possible.

Inventory (“Available Now”) Toys

We do accept returns on non-custom, in-stock toys, provided the following conditions are met:

The toy must be sealed in its original packaging.
You must contact us within 14 days of delivery.
Return shipping is your responsibility.

Once we receive the unopened toy back, you can choose between:

A full refund
An exchange
Store credit

Important: Please inspect your toy through the clear side of the packaging before opening. Once the seal is broken, we usually can’t accept a return unless the toy is defective. Our packaging is half-transparent, but we understand if some issues aren’t visible before unsealing, we’ll always try to be fair.

For hygiene and safety reasons, once a toy has been unsealed or opened, we can’t accept it for return unless it is defective.

Accessories, Merchandise, and Non-Toy Products

We also sell accessories and merchandise such as T-shirts, stickers, pins, patches, lanyards, storage bags, sample packs, lubricant, and other non-toy products.

Returns for accessories, merchandise, and non-toy products depend on the type of item and the condition it is returned in.

Clothing and merchandise can usually be returned within 14 days of delivery, provided it is returned unused, unwashed, and in its original condition. You may try clothing on to check the size and fit, but it must not be worn beyond this.
Stickers, pins, patches, lanyards, storage bags, and similar accessories can usually be returned within 14 days of delivery, provided they are unused and returned in their original condition.
Lubricants, sample packs, hygiene-related items, and any sealed intimate or body-contact products can only be returned if they are unopened, unused, and still sealed, unless they are defective or incorrect.

For hygiene and safety reasons, we can’t accept returns for opened lubricant, opened sample packs, used storage bags, or any product that has been opened, used, worn, washed, unsealed, or handled in a way that means it can no longer be safely or hygienically resold.

If clothing or merchandise is returned with signs of use beyond simply trying it on, such as marks, stains, odours, deodorant marks, pet hair, damage, washing, stretching, or missing packaging, we may reduce the refund to reflect the loss in value.

If an accessory, item of merchandise, or non-toy product arrives damaged, defective, or incorrect, please contact us within 30 days of delivery and we’ll work with you to put it right.

When returning an accessory or merchandise item that is not defective, return shipping is your responsibility. We recommend using a tracked shipping service.

Once we receive the item back and confirm it meets the return conditions, you can choose between:

A full refund
An exchange, where available
Store credit

Defective or Incorrect Toys

If your toy arrives with a defect or doesn’t match what you ordered, contact us within 30 days of delivery so we can put things right.

This includes issues like:

Damage during shipping
Incorrect size, firmness, or model, meaning the item received does not match the size, firmness, or model shown on your order confirmation.
Unexpected colouration errors
Visible defects such as bubbles, tears, or surface issues

Depending on the issue, we may offer:

A full replacement
A full refund
A partial refund or discount on a future order, especially for minor cosmetic flaws

We’ll always work with you to find a fair solution based on what happened.

Toys Returned for Inspection

In rare cases, we may ask you to send a toy back to us for further inspection, for example, if there’s a serious defect we haven’t seen before. If this happens:

We’ll cover all return shipping costs
You’ll be given a dedicated return address
The process helps us improve our quality control

Unavailable Products or Fulfilment Issues

If an item from your order becomes unavailable before we can fulfil it, which is very rare but possible, we’ll reach out and offer:

A full refund
Replacement with a similar item of equivalent value

We won’t make substitutions without your permission.

Shipping & Returns Responsibility

When returning an item that is not defective, you’re responsible for making sure it reaches us safely. We recommend using a tracked shipping service.

Refunds are processed once the item has arrived back with us and has been checked.

Starting a Return or Reporting an Issue

To start a return, report a defect, or request a cancellation, please email us at support@weredog.co.uk with your order number and a description of the issue. Photos are always appreciated and can help speed things up, especially for damaged, defective, or incorrect items.

We typically respond within 1–2 working days. During busier times, it may take a little longer, but we’ll always get back to you.

Need Help?

If you’re not sure what applies to your situation, or something’s gone wrong, please don’t hesitate to get in touch. We genuinely want to help and we’ll always aim to treat you fairly.

Contact us at: support@weredog.co.uk