Refund policy

Refund Policy 🐾

At Tif & Tails, we want every pet and pet owner to be happy with their purchase. If you experience any issues with your order, please contact us and we’ll do our best to help.

Returns & Right of Withdrawal (EU Customers)

You may request a return within 30 days of receiving your order under our voluntary return policy.

If you are located in the European Union, you also have the legal right to withdraw from your purchase within 14 days of receiving your order (or, if your order contains multiple items delivered separately, within 14 days of receiving the final item).

You do not need to provide a reason for cancelling under this legal right. To exercise your right of withdrawal, please contact us through the “Returns and Cancellations” link in our website footer before the 14-day period expires.

After notifying us, you must return the item within the required timeframe. Return instructions and the return address will be provided when your request is approved.

Cancelling Orders

  • Orders that have not yet been fulfilled may be cancelled by contacting us as soon as possible.
  • Once an order has been fulfilled, you may request a return or exercise your legal right of withdrawal where applicable.

Return Conditions

For our voluntary 30-day return policy:

  • Items must be unused and in their original condition.
  • Proof of purchase may be required.
  • Items must not be damaged due to misuse.

For EU customers exercising their legal right of withdrawal, products may be inspected as they would be in a physical store. A refund may only be reduced if the product has been handled beyond what is necessary to inspect its condition, features, and functionality.

Certain products may be excluded from withdrawal rights where permitted by law, including some sealed hygiene-related products after the seal has been opened.

Faulty, Damaged, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible with details or photos of the issue.

EU customers also have legal rights regarding goods that are faulty or do not conform to the contract, including applicable statutory guarantees.

Refunds

Approved refunds will be issued to the original payment method.

For EU customers exercising the right of withdrawal, refunds will include the cost of standard delivery where required by law. Refunds will generally be processed within 14 days, although we may wait until the goods are returned or proof of return is provided where permitted.

Return Shipping

Customers are responsible for return shipping costs unless:

  • The item arrived damaged, defective, or incorrect; or
  • Applicable law requires otherwise.

Contact Us

If you have questions about your order or wish to request a return or cancellation, please use the “Returns and Cancellations” link in our website footer.

Thank you for supporting Tif & Tails! 🐶❤️