Refund policy

Thank you for shopping at woolanimal.

If for any reason you are not completely satisfied with your purchase, we invite you to review our refund and return policy.

The following terms apply to any product you purchase from us.

Interpretation and Definitions

Explanation

Words with initial capital letters have the meanings defined in the following conditions. The following definitions have the same meaning whether they appear in singular or plural form.

Definitions

For purposes of this Return and Refund Policy:

Company (referred to in this Agreement as "Company," "we," "us," "our," or "our") means SENTEC INVESTMENT LTD, Address: UNIT 1804 SOUTH BANK TOWER, 55 UPPER GROUND,LONDON SE1 9EY，UK
Merchandise means items sold on the Services.
Order means your request to purchase an item from us.
Services means the Website.
Website means woolanimal, which can be accessed at https://www.woolanimal.com
You means the individual accessing or using the Services, or the company or other legal entity (if applicable) accessing or using the Services on behalf of that individual.

Your Order Cancellation Rights

As this is a customized product, we do not support returns.

However, you may cancel your order within 5 business days of placing your order, with the deadline for cancellation being from the time we receive your order and before we begin designing and making your felted pet.

In order to exercise your right to cancel, you must inform us of your decision by means of a clear statement. You can inform us of your decision in the following ways:
Once we receive your cancellation request, we will notify you of the approval or denial of your refund. If approved, the refund will be processed in the same manner as the original payment within 2-3 business days.

If you do not receive a refund within this time frame, please double check your bank account and contact your bank or credit card company. Refunds may take some time to be officially released. If you have completed these steps and still have not received a refund, please contact us via the service email on the website. Note: Original shipping charges are non-refundable.
By email: [email protected]

Return Fees
If the return is due to a problem with us, such as an incorrect product or a product quality issue, we will issue a full refund. If the return is due to buyer-related reasons, such as not liking it or ordering the wrong size, it is not covered by return support. Consumers are not required to pay a restocking fee for returned products.

Return conditions

In order for an item to be eligible for return, please ensure that:

The goods were purchased within the last 60 days
The goods are in their original packaging


Only regular priced items can be refunded. Unfortunately, special-priced items cannot be refunded. This exclusion may not apply to you if not permitted by applicable law.

Returns

 You should send the goods to the following address:

UNIT 1804 SOUTH BANK TOWER, 55 UPPER GROUND,LONDON SE1 9EY，UK

We are not responsible for goods that are damaged or lost when they are returned to us. We therefore recommend insured and traceable mail services. We are unable to issue refunds without physically receiving the goods or receiving proof of return.


Contact Us

If you have any questions about our return and refund policy, please contact us:

UNIT 1804 SOUTH BANK TOWER, 55 UPPER GROUND,LONDON SE1 9EY，UK
By e-mail: [email protected]