At Whisker Well, we strive to ensure that every customer has a positive experience. If something isn’t quite right with your order, you may be eligible for a return or refund according to the following policy.
1. Valid Reasons for Return/Refund
You may request a return or refund if:
Did not receive the order (e.g. parcel lost in transit)
Received an incomplete product (e.g. missing parts or missing items from order)
Received the wrong product(s) (e.g. incorrect size, color, or a different item)
Received a physically damaged item (e.g. scratches, dents, cracks)
Received a faulty product (e.g. does not function as intended)
Received a counterfeit product (only applicable for purchases made via https://whisker-well.net)
2. Return of Products & Refund Requirements
Return Eligibility
To qualify for a return:
Return request must be made within 7 days of receiving the product.
Returned items must be unused, in original condition, and in original packaging.
Items must be shipped back to us within 7 days of return approval.
Customers must include a printed order confirmation, along with proof of shipment that shows:
Courier/delivery service name
Tracking/receipt number
Sender and recipient names
3. Refund Process & Timeline
Once your return is received and inspected:
You will receive an email confirmation that we have received your return.
You will be notified whether your refund has been approved or rejected.
If approved:
Refunds will be processed to your original payment method (e.g. credit/debit card, e-wallet) within 5–7 business days.
For special cases requiring manual intervention, a manual bank transfer will be made within 14 working days from the date the refund is approved.
Manual Bank Transfer Instructions
In some refund cases (e.g. cashback campaigns, failed auto-refund), we will issue a manual refund via local bank transfer.
To proceed:
Please submit your bank account details and airway bill receipt to
the_whisker_well@outlook.comOr upload the details through our Contact Us page.
4. Late or Missing Refunds
If you haven’t received your refund:
Double-check your bank or e-wallet account.
Contact your bank or payment provider — sometimes processing may take a few additional days.
If the issue persists, please contact us at the_whisker_well@outlook.com
5. Non-Refundable Items
Please note the following are not eligible for refund:
Used, damaged, or returned items not in original packaging
Items returned after the return window without prior approval
Items marked “Final Sale”, promotional, or clearance
Return requests made without sufficient proof of issue or shipping
Need Help?
For assistance or to initiate a return, contact our customer support team:
the_whisker_well@outlook.com