Walkora – Return & Refund Policy

At Walkora, we are committed to providing durable, practical, and comfortable pet leashes and walking accessories designed to make everyday walks safer and more enjoyable.

If something is not right with your order, we will work to resolve it fairly, clearly, and efficiently.

✅ Eligibility for a Return or Refund

You may request a return or refund within 14 days of receiving your order if:

• You contact us within the 14-day return period

• The item is unused and has not been worn by a pet

• The item is clean and in its original packaging

• All tags, labels, accessories, and components are included

• The item is damaged, defective, or different from what you ordered

• The item is in a condition suitable for resale

For hygiene and safety reasons, pet leashes or walking accessories that have been used may not be eligible for return unless they are defective.

🚫 Non-Refundable Items

We may not accept returns or issue refunds for:

• Items that have been used, worn, washed, or altered after delivery

• Items containing pet hair, dirt, stains, odors, bite marks, or scratches

• Items damaged by chewing, biting, pulling, or scratching

• Items returned without their original packaging, tags, or accessories

• Custom, personalized, or made-to-order products

• Final-sale or clearance products

• Products marked as non-returnable at checkout

• Items damaged because of misuse, negligence, or improper handling

• Items damaged through excessive force

• Items used with a pet exceeding the recommended size or weight

• Damage caused by incorrect cleaning, water, heat, chemicals, or improper storage

• Normal wear and tear

• Items returned without prior approval

📝 How to Request a Return

To begin a return or refund request, please contact our customer support team and provide:

• Your full name

• Your order number

• The name of the product

• A clear explanation of the issue

• Clear photographs or videos of the product, where applicable

• Photographs of the original packaging

• A photograph of the shipping label if the item arrived damaged or incorrect

Please keep the product and all packaging until your request has been reviewed.

🔄 Return & Refund Process

1. Request Review

Our team will review your request and determine whether the item qualifies for a return, replacement, or refund.

We may request additional photographs, videos, measurements, or other information to assess the issue.

Submitting a request does not automatically guarantee approval.

2. Return Approval and Instructions

If your return is approved, we will provide:

• The return address

• Packaging instructions

• Shipping instructions

• Any applicable return authorization details

Please do not return an item before receiving approval and return instructions from Walkora.

Unauthorized returns may be refused or delayed.

3. Return Shipping Costs

Return shipping costs are normally the customer’s responsibility.

Walkora will cover or reimburse reasonable return shipping costs where:

• The item is defective

• The item arrived damaged

• The wrong item was delivered

• The product received is materially different from the product ordered

Customers should use a trackable shipping service when returning an item.

Walkora is not responsible for returned packages that are lost or damaged during return transportation.

4. Product Inspection

Once the returned item is received, it will be inspected.

We will check that:

• The product is unused

• The item is clean and free from pet hair, odors, dirt, or damage

• The original packaging is included

• All tags, clips, accessories, and components are present

• The item matches the approved return request

Returns showing signs of use, misuse, missing parts, or customer-caused damage may be rejected or may qualify only for a partial refund.

5. Refund Issuance

Once your return has been received, inspected, and approved:

• The refund will be issued to the original payment method

• Refund processing normally takes 5–7 business days

• Additional time may be required by your bank, card issuer, or payment provider

Walkora cannot control processing delays caused by banks or third-party payment providers.

You will be notified when your refund has been approved or issued.

🔁 Exchanges and Replacements

Where available, we may offer a replacement or exchange instead of a refund.

An exchange or replacement may be offered when:

• The product is defective

• The product arrived damaged

• The wrong size, color, or item was delivered

• A replacement product is available in stock

If the customer ordered the wrong size, color, or product, return and re-delivery shipping charges may be the customer’s responsibility.

Replacement availability is subject to stock.

🚚 Shipping Fees

Original shipping fees are generally non-refundable.

Shipping charges may be refunded where:

• The entire order was defective

• The wrong order was delivered

• The shipment was cancelled because of an error by Walkora

• A refund of shipping charges is required by applicable consumer law

Express, priority, or upgraded shipping fees may not be refundable if the delivery service was successfully provided.

📦 Damaged or Incorrect Orders

If your order arrives damaged, defective, incomplete, or incorrect, please contact us within 48 hours of delivery.

Please provide:

• Your order number

• Clear photographs of the product

• Clear photographs of the packaging

• A photograph of the shipping label

• A brief description of the problem

Depending on the circumstances, we may offer:

• A replacement

• A full refund

• A partial refund

• Store credit

• Replacement parts, where applicable

❌ Order Cancellations

You may request to cancel your order before it has been shipped.

Cancellation requests must be submitted within the cancellation period stated on our website.

If your cancellation request is received before dispatch and within the permitted cancellation period, the order may be cancelled and refunded.

Once an order has been shipped, it can no longer be cancelled and must be handled through the return process after delivery.

We cannot guarantee cancellation if the order has already entered processing, packing, or courier collection.

📌 Important Notes

• All returns must be approved before shipment

• Returned products must be sent to the address provided by our support team

• Items must be returned in their original condition

• Products should be securely packaged to prevent damage during return shipping

• Shipping fees are non-refundable unless the product is defective, incorrect, or damaged

• Used pet products may be rejected for hygiene and safety reasons

• Missing packaging, tags, or accessories may reduce the refund amount

• Walkora may reject returns that do not meet the requirements of this policy

• Excessive, fraudulent, abusive, or suspicious return requests may be refused

• Refunds will only be issued after the returned item has been received and inspected, unless otherwise approved by Walkora

💬 Need Help?

If you have any questions regarding a return, replacement, exchange, or refund, please contact us through our Contact Us page.

Our support team will help make your Walkora shopping experience clear, fair, and worry-free, so you and your pet can enjoy safer and more comfortable walks.