Return and Refund Policy

Returns Policy

Easy Returns, No Hassle

We want you to be happy with your Tailvara purchase. If something's not right, we've made returns simple.

30-Day Returns

You have 30 days from the delivery date to return your purchase if it doesn't meet your expectations.

This includes:

Items you've decided not to use
Products that don't suit your pet
Anything else you're not happy with

No questions asked. Just contact us and we'll sort it out.

Eligibility Requirements

To return a product, it must be:

Unused (no signs of wear or use)
In original condition (not damaged, soiled, or altered)
In original packaging (we need to be able to resell it safely)
With all accessories (if it came with anything else, it needs to come back)

We make exceptions for items that are faulty, damaged, or not as described, see the section below.

How to Return Something

Step 1: Contact Us Email support@tailvara.com with your order number and the reason you want to return the item.

Step 2: Get Return Instructions We'll send you return shipping instructions and a returns address within one business day.

Step 3: Pack and Ship Pack the item securely and post it back to the address we provide.

Step 4: We Inspect When we receive your return, we'll inspect it to make sure it meets the conditions above. This usually takes 3-5 business days.

Step 5: Refund Processed Once approved, your refund is processed to your original payment method within 5-14 business days.

Return Shipping Costs

Faulty, Damaged, or Incorrect Items

If your item arrived faulty, damaged, or wrong, return shipping is completely free. We'll provide a prepaid returns label so you don't pay a penny.

Change of Mind Returns

If you've decided you don't want the item (but it's not faulty), you pay for return shipping. Return costs vary based on courier, but typically £5–£10 for standard mail.

We refund the full item price, we only ask you to cover the return postage.

What Happens to Your Return

When we receive your return, we check that it meets the conditions above (unused, in original packaging, with all accessories).

If it does: we process your refund immediately.

If it doesn't (e.g., it's been used, damaged, or is missing parts): we'll contact you to explain and discuss options.

We always give customers the benefit of the doubt. If there's any question, we'll email you before rejecting a return.

Defective or Damaged Items

If your item arrives faulty or damaged, you're protected under the Consumer Rights Act 2015.

You're entitled to:

Repair : we'll fix it for free
Replacement : we'll send you a new one immediately
Refund : we'll refund the full purchase price

How to claim: Email support@tailvara.com with photos of the fault/damage and your order number. We'll resolve it within 3–5 business days.

Items Not As Described

If a product doesn't match our description (wrong size, wrong colour, wrong material), contact us immediately at support@tailvara.com

We'll arrange a replacement or refund at no cost to you, including return postage.

Exclusions

We can't accept returns on:

Items that show signs of use or wear
Items soiled or stained by pets
Items missing original packaging or accessories
Items damaged by the customer (not in transit)
Items damaged during use by a pet (normal wear and tear)

Exception: If an item is damaged because of a fault in its construction, it's covered under Consumer Rights Act protection, contact us and we'll sort it.

Return Address

City Exchange, 11 Albion Street, West Yorkshire, Leeds, LS1 5ES, United Kingdom

Please include your order number in the parcel so we can track your return quickly.

Refund Policy

How Refunds Work

Once we've approved your return, we'll process your refund. Here's exactly how it works.

Refund Timeline

After Return Approved: We process refunds within 5-14 business days of approving your return.

This is the time it takes for us to:

Receive your return parcel
Check that it meets return conditions (1-2 business days)
Process the refund in our system (1-2 business days)
Transfer funds to your bank (3-10 business days, depending on your bank)

Where Your Refund Goes

Original Payment Method

Refunds are always issued to the original payment method you used to purchase.

Refunds don't appear as new credits, they reverse the original charge, so you may see them as a reversal on your statement.

Why Refunds Take Time

Bank transfers aren't instant. Here's what happens:

We process the refund in our payment system (1-2 business days)
Your bank receives the refund (1-5 business days depending on your bank)
Your bank posts it to your account (1-5 business days)

Most refunds appear within 5-7 business days.

If it's been longer than 14 days, email support@tailvara.com and we'll investigate.

Faulty or Damaged Items

If you're entitled to a refund under the Consumer Rights Act 2015 (faulty, damaged, or not as described), the refund process is the same, but we cover return shipping costs.

Partial Refunds

Change of Mind Returns

When you return an item for a change of mind, we refund the full product price. However, the customer is responsible for return shipping costs, which are non-refundable.

Example: You buy a dog bed for £49.95. You decide you don't want it and return it. You pay £8 return postage. We refund £49.95 to your card. The £8 postage is your cost.

Shipping Refunds

Free Shipping Orders

Since standard delivery is free, there's nothing to refund on shipping. If you return an item, we refund the product price only.

Faulty Item Refunds

If an item is faulty, damaged, or wrong, you get a full refund of the product price and we cover return postage.

Refund Disputes

If you think there's an issue with your refund:

Wait 14 business days (funds can take this long to appear)
Check your bank statement, look for reversals, not new credits
Email support@tailvara.com with your order number

We'll investigate and resolve any issues within 3 business days.

Non-Refundable Items

In rare cases, items cannot be refunded:

If they show obvious signs of use
If they're damaged by the customer (not in transit)
If they're soiled or stained by a pet beyond basic use

Exception: Items damaged due to a manufacturing fault are always refundable under UK consumer law.