Returns & refunds

Our 30-day promise

If your dog turns their nose up at it, no hard feelings. You can return any item within 30 days of delivery for a full refund or exchange. Items must be unused, in their original condition and packaging, with any tags still attached — for hygiene reasons we can't resell beds or mats that have been slept on.

This 30-day policy is offered voluntarily and sits on top of your statutory rights: under the Consumer Contracts Regulations 2013 you have 14 days from delivery to change your mind about an online order, and a further 14 days to send it back.

How to return an item

1. Email us at hello@tailzaway.co.uk with your order number and the item(s) you'd like to return.
2. We'll send you a returns label and simple instructions.
3. Pop the item in suitable packaging and drop it off at your nearest carrier point.

Refunds

Once we receive and inspect your return, we'll process your refund to your original payment method within 5 working days. We'll email you to confirm. Please note your bank may take a few additional days to show the funds.

Exchanges

The quickest way to get a different size or colour is to return the original item for a refund and place a new order. If you'd prefer a direct exchange, just let us know and we'll do our best to help.

Faulty or incorrect items

If an item arrives faulty, damaged or not as described, we will always replace it or refund you in full at no cost to you — including return postage. Just contact us with your order number and a photo of the problem. This does not affect your statutory rights under the Consumer Rights Act 2015.