Refund policy

Our Returns Policy

We hope you love your purchase, but if something isn’t quite right, you’re welcome to return it for a refund within the time limits below.

Before sending anything back, please email hello@wondersquad.co.uk with your order number and reason for return.
All returns must be approved by our team before being sent. Unauthorised returns may be refused or delayed.

Return Windows

United Kingdom: You have 14 days from the date you receive your order to request a return, in accordance with the UK Consumer Contracts Regulations 2013.
European Union: You have 30 days from receipt to request a return, following EU consumer protection laws.
Rest of World: You have 14 days from receipt to request a return, unless a longer period is required by local consumer law.

Once approved, please return the item within 7 days of receiving return instructions.

Eligibility for Returns

To be eligible for a return:

The item must be unused, unwashed, and in its original condition, with no visible signs of wear, damage, or odour.
All original tags, packaging, and accessories must be included.
Returns must be packed securely to prevent damage in transit.

The following items cannot be returned or refunded unless they arrive faulty or damaged:

All personalised items from our Squad Bowls range
The Slow Feeder, The Classic, and The Stainless (each made or personalised to order)
Any other customised, engraved, or made-to-order products
Gift cards or digital items
Items marked as Final Sale

Return Postage

Customers are responsible for return postage costs unless the item is faulty or incorrect.
We recommend using a tracked postal service and retaining proof of postage until your refund is confirmed.
If an item arrives damaged due to poor packaging, a deduction may be made from your refund.

Faulty or Incorrect Items

If your order arrives damaged, defective, or incorrect, please email hello@wondersquad.co.uk within 7 days of receiving it, including clear photos of the issue.
We’ll arrange a replacement or full refund (including shipping) once verified.

Refund Process

Once your return has been received and inspected, we’ll email you to confirm whether it’s been approved.
If approved:

Your refund will be issued to your original payment method within 5–10 business days.
Original shipping fees are non-refundable, unless the item was faulty or incorrectly sent.

If your refund hasn’t arrived after 10 business days, please contact us at hello@wondersquad.co.uk so we can look into it.

Exchanges

We don’t currently process exchanges automatically.
If you’d like a different size or product, please return your item for a refund and place a new order.

Additional Information

WonderSquad reserves the right to refuse returns that show signs of wear, washing, or damage not due to manufacturing faults.
Returns sent without prior approval may be rejected or delayed.
This policy does not affect your statutory rights.