Returns Policy
How to Return:
Access our returns portal here.
- Follow the step-by-step instructions to process your return. You must return items to us within 30 days of delivery. Return requests will be reviewed and accepted or declined within 5 business days.
- Include a note in your package containing your order number, name and the items you are returning.
If you placed your order through TikTok, please request a return via TikTok Shop before sending any items back to us. This ensures we can process your refund as soon as we receive the returned item
Eligibility:
To be eligible for a return, your item must be in the same condition that you received it (no dog hair, stains, or signs of use). We recommend trying the harness on your pup indoors just in case you need to return it. We reserve the right to refuse an exchange or refund if items are non-saleable.
Return Shipping:
The buyer is responsible for paying return shipping costs. If your order qualified for free UK delivery on orders over £40, we will deduct £3.50 when the order is returned. We recommend using a trackable service or purchasing shipping insurance in case your parcel goes missing. It is your responsibility to ensure the return reaches us.
Refunds:
Upon receiving and approving your return, we will send you an automatic email notification. If there are any issues with your return, our customer service team will contact you directly. We aim to process all returns within 5 working days.
If your return is approved, the refund will be automatically issued to your original payment method, minus any postage costs. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund.
If you received a free gift with your order and decide to return any items, the free gift must also be returned. If the free gift is not returned, its cost will be deducted from your refund.
Exchanges:
If you need to exchange an item for a different size or colour, we offer this service at no extra delivery cost. Please contact us within 7 days of receipt of delivery to arrange an exchange. Simply send your request via email to info@furrytailss.co.uk, and include your order number, name and the details of the item you'd like to exchange.
Please note, we must first receive your returned item before we ship the exchange. Once we have received and inspected the return, we will process your exchange and send out the new item(s).
We will replace items if they are defective or damaged. The buyer must contact us within 2 days of receipt of delivery if there are any damages or defects to your items. Please check our Dog Accessory Disclaimer whereby it is the customers responsibility to check the appropriateness of the accessories brought.
NO REPLACEMENT POLICY:
Please note that we do not offer replacements for accessories damaged due to chewing or improper use. It is the responsibility of the pet owner to ensure the accessories are used correctly and under supervision.For dogs that pull excessively, our accessories may experience a shorter lifespan. We do not offer refunds or replacements for accessories that have been misused or damaged by the dog (taken from our Dog Accessory Disclaimer - please read the full version found on our website).
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NON-RETURNABLE ITEMS:
Unfortunately, some items are non-cancellable and non-refundable:- Anything that’s made to your specific requirements (e.g., waterproof leads and collars are non-refundable as they are personalised and handcrafted to the customer's choice of colour, coloured hardware, and size).
- Sale items: Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded. This includes SECONDS harnesses.
For any questions or further assistance, please do not hesitate to contact us at info@furrytailss.co.uk.