Refund policy

We want you and your pet to love what you order from Tailshire. This policy explains your right to cancel your order, how returns work and what happens if something arrives faulty or damaged. It does not affect your statutory rights as a consumer under UK law.

1. Your right to cancel (14 days)

If you are a consumer, you can cancel your order within 14 days without giving any reason. This is your right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The 14 days start on the day after you (or someone you name, other than the carrier) receive the goods. If your order arrives in several parcels, the 14 days start on the day after you receive the last one.

You can also cancel your order before it has been delivered.

2. How to cancel

To cancel, tell us clearly that you want to cancel your order before the 14 days run out. You can:

  • email us at support@tailshire.uk with your order number, or
  • use the model cancellation form at the end of this policy (you do not have to use it).

It is enough to send your message before the cancellation period ends. We will confirm that we have received it.

3. Returns

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Customized products aren't eligible for a return.

Please note that damages caused by improper use, normal wear and tear, or damage caused by the customer or their pet after delivery are not eligible for a refund, replacement, or exchange.

Please do not send your purchase back to the manufacturer.

How to request returns? It's really simple & easy! Get in contact at support@tailshire.uk and your return will be investigated. If the goods are faulty or damaged we offer either a new item (exchange) or full refund.

Refunds will be returned to the same method of order payment, or if chosen, by store credit that never expires.

4. Your refund

We will refund all payments we received from you, including the cost of standard delivery, within 14 days of the day we get the goods back or the day you send us proof that you have returned them, whichever is earlier. If you cancel before the goods have been sent, we will refund you within 14 days of your cancellation.

  • We refund you using the same payment method you used for your order, unless you have expressly agreed otherwise. You will not pay any fees for the refund.
  • If you chose a more expensive delivery option than our cheapest standard delivery, we only refund the cost of standard delivery.
  • You may handle the goods as you would in a shop to check what they are and how they work. If you use them beyond that and their value goes down as a result, we may reduce your refund by that amount.

5. Exceptions

The right to cancel does not apply to:

  • goods made to your specifications or clearly personalised (for example, items with a name printed on them)
  • sealed goods that are not suitable for return for health protection or hygiene reasons, once you have unsealed them after delivery

6. Faulty, damaged or wrong items

Under the Consumer Rights Act 2015, the goods you buy from us must be of satisfactory quality, fit for purpose and as described. If an item arrives damaged, is faulty or is not what you ordered:

  1. Please email us at support@tailshire.uk with your order number and a short description, ideally with a photo or video of the problem. This helps us sort it out quickly.
  2. Within 30 days of delivery, you can reject the item and get a full refund. If you prefer, we will send you a free replacement instead.
  3. After 30 days, we will repair or replace the item free of charge. If a repair or replacement is not possible or does not fix the problem, you are entitled to a price reduction or a refund.

If a fault appears within 6 months of delivery, it is assumed to have been there at delivery unless we can prove otherwise.

For faulty, damaged or wrong items, you do not pay any return costs. In many cases we will not ask you to send the item back at all. If we do, we will tell you how and cover the cost.

These rights are in addition to your right to cancel and are not affected by this policy.

7. Questions

If you have any questions about cancellations, returns or refunds, please contact us:

Email: support@tailshire.uk

Model cancellation form

(Complete and return this form only if you wish to cancel your order.)

To: support@tailshire.uk

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*):

Ordered on (*) / received on (*):

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date:

(*) Delete as appropriate.

Last updated: 3 October 2026