Refund policy

Last Updated: 24 August 2026

1. Overview

At Pets Tails, we want our customers to feel confident when shopping with us. This Returns & Refund Policy explains the conditions for returning products, requesting refunds or exchanges, and reporting faulty, damaged, or incorrect items.

This policy applies alongside your rights under applicable UK consumer law. Nothing in this policy is intended to limit or exclude any statutory rights that cannot legally be restricted.

2. Our 30-Day Return Policy

Pets Tails offers a 30-day return period for eligible products.

For online orders, the 30-day period begins on the date the product is delivered to you. For eligible purchases made directly at our physical store, the period begins on the date of purchase.

To qualify under our voluntary 30-day return policy, products should normally:

• Be unused and in a resaleable condition

• Be returned with their original packaging where reasonably possible

• Include all components, accessories, manuals, labels, and other items originally supplied

• Show no signs of damage caused after delivery or purchase

• Be accompanied by appropriate proof of purchase or order information

Products that have been excessively used, damaged, altered, contaminated, or returned in a condition that prevents resale may not qualify under our voluntary change-of-mind return policy.

This does not affect your legal rights where a product is faulty, damaged, not as described, or otherwise does not conform to the contract.

3. Cancellation Rights for Online Purchases

If you are a consumer purchasing products online, by telephone, or through another qualifying distance-selling method, UK consumer law generally provides a legal right to cancel most eligible purchases without giving a reason.

For qualifying purchases, you normally have 14 days from receiving the goods to tell us that you wish to cancel. After notifying us, you generally have a further 14 days to return the goods.

During the statutory cancellation period, you may inspect products in a manner similar to how you could reasonably inspect them in a physical shop.

If a product has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functioning, we may be entitled to make an appropriate deduction from the refund for any resulting reduction in value where permitted by law.

Our additional 30-day return policy does not replace or reduce these statutory cancellation rights.

4. Products That May Not Be Eligible for Change-of-Mind Returns

Certain products may be excluded from cancellation or from our additional voluntary return policy where permitted by law.

These may include:

• Products made or personalised specifically for you

• Products that are liable to deteriorate or expire rapidly

• Sealed products that are not suitable for return for health or hygiene reasons once the seal has been broken

• Gift cards or vouchers under our voluntary return policy, except where a refund or cancellation is required by law

• Products expressly identified as non-returnable under our voluntary return programme, provided this does not interfere with your statutory rights

For pet-related products, health, hygiene, safety, and contamination considerations may affect whether an opened product can be accepted for a change-of-mind return.

Products purchased during a sale or promotion continue to benefit from the same statutory rights as full-price products.

If you are uncertain whether a particular product can be returned, please contact Pets Tails before sending it back.

5. How to Request a Return

Before returning a product, please contact us so that we can review your request and provide the appropriate return instructions.

Please provide:

• Your order number or other proof of purchase

• Your name and contact details

• The product you wish to return

• The reason for the return, where relevant

• Photographs or other evidence if the product arrived damaged, defective, or incorrect

You can contact us at:

Email: contact@petstails.co.uk
Phone: +44 178 274 5186

We will provide return instructions where appropriate.

Please do not send a return without sufficient information for us to identify the order and customer.

6. Return Shipping Costs

For an eligible change-of-mind return, customers are generally responsible for the cost of returning the product to Pets Tails unless we have agreed otherwise or applicable law requires us to cover the cost.

If a product is faulty, damaged upon delivery, incorrect, or not as described, Pets Tails will handle reasonable return arrangements or return costs where required by law.

We strongly recommend obtaining proof of postage and using a reliable tracked delivery service when returning products independently.

Customers should package returned products securely to minimise the risk of damage during transportation.

7. Faulty, Damaged, or Incorrect Products

If your order arrives damaged, contains the wrong product, or appears to be defective, please contact us as soon as reasonably possible.

When contacting us, please provide your order details and, where appropriate, clear photographs showing the issue.

Depending on the circumstances and your rights under UK consumer law, we may offer an appropriate remedy such as:

• A refund

• A replacement

• A repair, where appropriate

• Another remedy required by applicable consumer law

UK consumer law provides specific remedies for products that are faulty, not of satisfactory quality, not fit for their intended purpose, or not as described.

In qualifying circumstances, consumers may have a short-term right to reject faulty goods within 30 days. Additional rights to repair, replacement, price reduction, or refund may apply after that period.

8. Refunds

Once a returned product has been received, we may inspect it to confirm its condition and determine the appropriate refund.

Where a refund is approved:

• The refund will normally be made using the same payment method used for the original purchase

• The amount refunded will depend on the circumstances of the return and your applicable legal rights

• Any permitted deductions will only be made where legally allowed

• Your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account

For statutory cancellation of eligible distance purchases, refunds will be processed within the timeframe required by UK consumer law.

Where applicable, the refund following a statutory cancellation will include the cost of the least expensive standard delivery option offered by Pets Tails for the original order. Additional charges for an upgraded or premium delivery method are not necessarily refundable.

9. Refunds for Faulty Goods

Where you are legally entitled to reject a faulty product and receive a refund, we will process the refund in accordance with applicable UK consumer protection requirements.

The existence of a manufacturer's warranty or other commercial guarantee does not remove any statutory rights you may have against Pets Tails as the retailer.

10. Exchanges

If you would prefer to exchange an eligible product rather than receive a refund, please contact us before returning it.

Exchanges are subject to product availability.

If the requested replacement is unavailable, we may offer a refund or discuss another appropriate option with you.

Where there is a difference in price between the original product and the replacement, additional payment or a partial refund may be required as appropriate.

11. Late or Missing Refunds

After we confirm that a refund has been issued, it may take additional time for your bank, card provider, or payment service to complete the transaction.

If you have not received an expected refund:

1. Check the relevant bank account or original payment method.

2. Contact your bank, card issuer, or payment provider to determine whether the refund is still being processed.

3. If the refund still cannot be located, contact Pets Tails at contact@petstails.co.uk and provide your order details.

We will review the matter and assist where reasonably possible.

12. Proof of Purchase

We may ask for reasonable evidence showing that the product was purchased from Pets Tails.

Suitable evidence may include:

• An order confirmation

• Receipt

• Invoice

• Payment record

• Other reasonable evidence linking the purchase to Pets Tails

This helps us identify the transaction and process the return correctly.

13. Your Statutory Rights

Nothing in this Returns & Refund Policy limits or removes your rights under UK consumer protection law, including rights that may apply under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where there is a conflict between this voluntary policy and a statutory consumer right that cannot legally be excluded, your statutory rights will apply.

14. Changes to This Policy

Pets Tails may update this Returns & Refund Policy from time to time to reflect changes to our business practices, products, procedures, or applicable legal requirements.

The latest version will be published on our website with an updated revision date where appropriate.

15. Contact Information

For questions about returns, refunds, faulty products, or exchanges, please contact:

Pets Tails
258 London Rd
Stoke-on-Trent
ST4 5RH
United Kingdom

Business Owner: MATT EDRIAN ABAUAG
Business Type: Individual
Phone: +44 178 274 5186
Email: contact@petstails.co.uk
Website: petstails.co.uk

Opening Hours:
Monday to Saturday: 10:00 AM – 4:00 PM
Sunday: Closed