Refunds & Returns Policy

At Tail Wags Treasure, we are committed to bringing joy to your dog with every subscription box. We take great care in curating our boxes, and we want you and your furry friend to be completely satisfied. Please read our refund and returns policy below.

1. Refunds and Damaged Items

a. Faulty or Damaged Items

If any item in your subscription box arrives faulty, damaged, or not as described, please contact us within 30 days of receiving your box. We will offer you the option of a replacement for the affected item(s) or a refund for that item.

 

b. Incorrect or Missing Items

If your box contains an incorrect item or if an item is missing, please notify us within 14 days of receipt. We will send the correct item or offer a refund for the missing or incorrect item.

2. No Returns Policy

Due to the nature of our subscription service and the personalised nature of our product offerings, we do not accept returns of any items or subscription boxes. We believe in the quality of our products, but if you have any concerns, please reach out to us, and we’ll do our best to make it right.

3. Cooling-Off Period

In accordance with the Consumer Contracts Regulations 2013, you have the right to cancel your subscription within 14 days of receiving your first box for a full refund, including standard delivery charges. To cancel within this period, please contact us at support@tailwagstreasure.co.uk. After this period, our standard subscription cancellation policy applies.

4. Subscription Cancellations

a. Initial Subscription Commitment

When you sign up for Tail Wags Treasure, you commit to a minimum subscription period of 3 months. This allows us to plan and curate the best possible experience for your dog.

b. Cancellation After Initial Period

You may cancel your subscription at any time after the initial 3-month commitment. To cancel, simply log into your account on our website or contact our customer service team at support@tailwagstreasure.co.uk.

 

• Cancellations Before Renewal: If you cancel before your next billing cycle after the initial 3-month period, you will not be charged for the upcoming box.
• Cancellations After Renewal: If you cancel after your subscription has been renewed but before your box has been dispatched, we will refund you for the upcoming box. If your box has already been dispatched, we are unable to offer a refund for that box.

5. Non-Refundable Items

Please note that the following items are non-refundable:

 

• Perishable goods such as dog treats or food once they have been opened.
• Items damaged due to misuse or neglect.

6. How to Request a Refund or Replacement

To request a refund or replacement for a faulty or incorrect item, please contact us via email at support@tailwagstreasure.co.uk with the following details:

 

• Your order number
• A description of the issue
• Photos of any faulty or damaged items (if applicable)

 

We aim to respond to all enquiries within 48 hours and will process refunds or send replacements within 7 working days after confirming the issue.

7. Contact Us

We are here to help! If you have any questions or concerns about your subscription, refunds, or cancellations, please don’t hesitate to contact us at support@tailwagstreasure.co.uk.

 

Tail Wags Treasure reserves the right to update or modify this policy at any time. Any changes will be posted on our website.