退款政策
Before starting a refund or return, please reach out to us at info@tailtales.com so that we can provide assistance and process the order as needed.
How to Initiate a Refund, Return or Exchange:
To ensure a better experience, please adhere to the following guidelines:
- Refunds: If your item is damaged/faulty upon delivery, please notify us within 5 business days with a photo and/or video of the damaged product(s) along with a description of the damages/fault and we will be happy to offer a refund if we deem it has not been tampered with. We do not accept returns on damaged/faulty products.
- Returns: If for any reason you or your pups aren't 100% satisfied with the product(s), we are happy to accept return requests within 14 days of delivery; Please notify us with a photo and/or video of the item(s) and if they meet our elegibility criteria we will be happy to offer a refund upon arrival of the returned product. To be eligible for a return, the product must be in its original, clean and unused condition, including all original packaging and tags. We recommend trying products on your pet indoors and ensuring they are clean and dry beforehand.
* Please note that products purchased from the sales section are non-refundable.
- Exchanges: We do not offer conventional exchanges. Please feel free to return any unwanted products within 14 days and make a separate purchase for the new item(s). Please refer to the returns policy on how to make a return.
Once we’ve received your item(s) back at our office, a refund will be processed (we aim to do this within 10 working days of being received). Unless an item is deemed faulty/damaged (we must be notified of this within 5 business days), original postage costs will not be refunded. £4.99 will be deducted from your refund to cover the initial delivery fee. If there are any issues with your return, our customer service team will reach out to discuss the next steps.
Return Shipping & Logistics
Return shipping costs are the responsibility of the customer. You may ship the item(s) back to our office using your preferred courier.
We'll process a full refund once we confirm the returned product has been received and is in good condition.
We suggest using a tracked shipping method. Please retain your proof of postage as a safeguard, as we cannot be held liable for any return packages lost in the mail.
