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.

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
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 (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 [email protected] with your order number and a description of the issue. Photos are always appreciated and can help speed things up.

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: [email protected]