Refund policy

We hope you and your furry friend love our products as much as we do! 🐾

 But if something isn’t quite right, don’t worry—we’re here to help.

1. Return Window 

  • Returns must be requested within 7 days of receiving your order.
  • To be eligible, items must be unused, in their original packaging, and in the same condition you received them.

2. Return Process

  • To start a return, simply contact us at hello@tailtips.co.uk with your order number and reason for return.
  • Once your return is approved, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 
  • Customers are responsible for return shipping costs, unless the item is defective or incorrect.

3. Refunds

  • Once we receive and inspect the returned item, we’ll process your refund to your original payment method.
  • Refunds usually appear within 3-7 business days, depending on your payment provider. 

4. Non-Returnable Items

  • Items that are opened, used, or damaged after delivery are not eligible for return.
  • Perishable or custom-made products cannot be returned unless defective. 
  • Unfortunately, we cannot accept returns on sale items or gift cards.


5. Damaged or Incorrect Items

  • If your order arrives damaged or incorrect, please contact us within 48 hours of delivery. We’ll arrange a replacement or full refund at no extra cost.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@tailtips.co.uk.