Returns & Refunds
Please refer to the following information when returning products delivered from the Tailwagger Treats Ltd website.
We have a 30 day no quibble returns policy within the terms and conditions laid out below.
Your statutory rights are not affected by this information
Products which are not required / ordered incorrectly
You can return any unused product to us in its original condition for a refund within 30 days of receiving it and we'll either exchange it or give you a refund.
If in the unlikely event that you are not fully satisfied with your purchase, please email email@example.com, stating your order reference number, what items you wish to exchange or cancel and why?
We will acknowledge receipt of your email and respond within 24 hours with what will happen next.
NOTE - RETURNS / CANCELLATIONS CANNOT BE PROCESSED WITHOUT THIS EMAIL OR WRITTEN CONFIRMATION.
You are responsible for the cost of returning an item back to us. We are able to advise on a small number of national couriers which may be able to help you with this, so just give us a call and we will be happy to help. We recommend that you send the goods back by Special Delivery (fully insured) and ensure that the goods are well packaged. If the goods are damaged in transit due to inadequate protection, we will be unable to refund. The amount of the refund is limited to the cost of the product and does not include the cost of delivering the item.
Goods ordered by a customer that we deliver correctly according to the information given and then returned or refused upon delivery will be subject to an administration and restocking charge of 20% (variable at our discretion)
After receiving your return we will refund you via your original payment method (excluding original shipping costs) within 5 working days.
Faulty or Damaged Products
In the unlikely event that an item is deemed faulty, you must notify us explaining the problem with the item. This must be done within 24 hours of receiving the goods in order for us to proceed with the return. In order to speed up the process, you may email firstname.lastname@example.org with your order reference number, the details of the fault and if possible images displaying the fault.
Refunds will ONLY be given for damaged goods where no replacement product can be supplied. Damage due to misuse, alteration to the product, or negligence is not covered under our returns policy and refunds will not be given.
All goods must be checked upon arrival for defects, damage or unsuitability. We are unable to refund any payment if the goods have been used prior to discovering the fault.