Refund policy
Last updated: [08/06/26]
At Tailory, we want you to be happy with your purchase. If you're not completely satisfied, we're here to help.
Returns
We offer a 30-day return policy. This means you have 30 days from the date you receive your item to request a return.
To be eligible for a return, your item must:
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Be unused and in the same condition that you received it
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Be in its original packaging
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Include proof of purchase or order confirmation
To start a return, please contact us at support@tailorypet.store with your order number and reason for the return.
If your return request is approved, we will provide the appropriate return instructions and return address.
Items returned without prior authorisation may not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect.
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.
Damaged, Faulty or Incorrect Items
Please inspect your order upon arrival.
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at support@tailorypet.store and include your order number along with photographs of the issue where possible.
We will review the issue and, where appropriate, provide a replacement, refund, or other suitable resolution.
In many cases, damaged or defective items do not need to be returned before a refund or replacement is issued.
Non-Returnable Items
The following items cannot be returned:
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Personalised or custom-made products
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Perishable goods
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Gift cards
If you have any questions about whether an item is eligible for return, please contact us before making your purchase.
Exchanges
The quickest way to exchange an item is to return the original item and place a new order once the return has been approved.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that your bank or card provider may take additional time to process and post the refund.
Original shipping charges are non-refundable unless the item is damaged, defective, or incorrect.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@tailorypet.store.
Your Consumer Rights
This policy does not affect your statutory rights under applicable UK consumer protection laws.
Contact Us
If you have any questions regarding returns, refunds, or exchanges, please contact: