Refund policy

Our 30-day happiness guarantee

Every Wrenwood order is covered for 30 days from the day it is delivered. Every product, at every price, whether it is a $20 toy or a coop that took two people to carry in. If it arrives in bad shape, or it simply is not right for you, we will make it right.

The 30 days run from the delivery date, not the order date, so a slow shipment never eats into the time you have to decide. Delivery windows differ by item, and the product page states the window for that item.

Return shipping is on us. If an item needs to come back to us, Wrenwood covers the cost. You will never pay to return a Wrenwood order, on any product, for any reason covered below.

1. If something arrives damaged, defective, wrong, or incomplete

Email returns@wrenwoodpets.com with your order number and a photo of the item, or use the form on our Track Order page, within 30 days of delivery.

We will make it right, and you decide how: a new one on its way, or your money back in full. On larger pieces we will look at the photos with you first, because the fix that genuinely solves it is often a single part rather than a whole new unit. Either way you are covered, and we agree the plan with you before anything happens.

We take it from there. Once we have your order number and photo we will confirm what happens next and handle the arrangements ourselves, at no cost to you.

If you would rather settle the claim with a partial refund, tell us the amount you have in mind and we will agree it with you. We will not propose that as your only option, and we will not offer it in place of a full refund you have asked for.

2. If you simply changed your mind

Covered too, on every product we sell, for the same 30 days from delivery. You do not need a reason. Wrong size, wrong color, your pet took one look at it and walked away, it did not fit the space the way you pictured. All of that counts.

Email returns@wrenwoodpets.com with your order number and a photo of the item, and we will start a full refund.

We ask for a photo on every request, including this one. It is not that we doubt you. It confirms which item and which condition we are talking about, and it means we can resolve things on our first reply rather than our third.

3. Larger items

Furniture-scale pieces, the coops, hutches, large crates, cat towers and playpens, are covered on exactly the same terms and for exactly the same 30 days. Nothing about your rights changes because the item is big.

What changes is the handling. On these we start with a short conversation rather than a form, because the fix that actually solves your problem is not always the fastest one, and because a missing bracket or a warped panel is often solvable once we can see a photo of it. Expect a reply within one business day.

4. How to start a request

1. Email returns@wrenwoodpets.com, or fill in the form on the Track Order page.
2. Include your order number and a photo of the item.
3. Tell us what happened and what you would like us to do.

We reply within one business day. You do not need an account, an RMA number, or a printed label to start.

If the carton it arrived in carries the manufacturer's own return instructions, those are the manufacturer's, not ours. This policy is the one that applies to your order.

5. Refunds

Approved refunds go back to the original payment method. We issue them within one business day of approving your request, and your bank or card issuer then takes its own time to post it, usually 3 to 10 business days.

Refunds cover the item price and any sales tax you paid on it.

6. Replacements

A replacement is a new unit of the same item, or the specific part that solves the problem, sent at no cost to you with fresh tracking. On items that ship from a partner warehouse, a replacement follows the same shipping window as your original order rather than a shorter one, so please plan around the window shown on the product page. We do not swap items for different products or different models. If the item you ordered is not the right one for you, a refund is the cleaner answer, and you are entitled to one.

7. What is not covered

• Custom or personalized items, unless they arrive faulty.
• Items used or altered past the point of ordinary trial, for example assembled with parts cut or drilled, or heavily soiled.
• Gift cards.
• Normal wear from use over time, which is not the same as a defect and is not covered by the 30-day guarantee.
• Requests made more than 30 days after delivery. If you are just outside the window, write to us anyway and we will look at it.

8. Fair use

This policy is deliberately generous and it is written for the overwhelming majority of customers, who use it honestly. A small number of people do not, and the cost of that lands on everyone else in the form of higher prices.

So we look at the whole picture rather than a single number. Someone who has ordered from us many times and occasionally had something go wrong is in a completely different position from someone whose first three orders all became claims, even when the count of claims is identical. We weigh your history with us as a whole, not one line of it.

Where a pattern does not add up, we will pause and talk to you before deciding anything. We may ask for more detail or a clearer photo. In rare cases we may decline a request or ask that future orders be reviewed before they ship. We will always tell you if that happens and why, and you can always reply and put your side of it. We do not quietly blacklist customers.

Nothing in this section limits your statutory rights.

9. Cancelling an order

Email us as soon as you can. If your order has not yet been handed to the carrier we will cancel it and refund you in full. Once it has shipped we cannot recall it, but the 30-day guarantee above covers you from the moment it lands, so you are never stuck with something you no longer want.

10. Talk to us

Wrenwood Pets
Operated by Frances Lorne LLC
867 Boylston St, Suite 500 Unit #427
Boston, MA 02116
returns@wrenwoodpets.com

If anything here is unclear, or your situation does not fit neatly into any of it, write to us. A real person reads that inbox and the answer is usually yes.