Refund policy
Returns & Refund Policy
We want you (and your dog) to be completely happy. If something isn't right, here's how we handle it.
30-Day Satisfaction Guarantee
You have 30 days from delivery to request a return for any reason. Items must be unused or lightly tested, in original packaging.
Your UK Cancellation Rights
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason. To exercise this right, email us at info@tailspark.store with your order number. We will refund the full purchase price within 14 days of receiving the returned item.
Faulty or Damaged Items
Under the Consumer Rights Act 2015, if your item arrives faulty or not as described, you are entitled to a full refund within 30 days, or a replacement. Contact us and we'll sort it out — no return shipping cost to you.
How to Return
- Email info@tailspark.store with your order number and reason.
- We'll confirm and send return instructions within 24 hours.
- Ship the item back (customer pays return postage unless faulty).
- Refund processed within 5 business days of receiving the return.
Non-Returnable Items
Items personalised to order or intimate-use pet hygiene products cannot be returned unless faulty.
Last updated: 11 June 2026