Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a refund excluding all postage costs. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. 

To start a return, you can contact us at hello@urbantails.pet. Please note that returns will need to be sent to the following address: Urban Tails 26 Jubilee Road, Mytchett, Surrey, GU16 6BE at your own cost.

In the unlikely event you receive a faulty item or damaged item please contact us with photos of the fault. If a genuine fault is found Urban Tails will refund postage costs. Urban Tails makes all the products available for sale and has a strict quality control procedure in place.

Items proved to be maliciously damaged, abused, misused or used for any other purpose other than intended will not be refunded.

If you have requested personalisation or customised the size of your items these are non refundable unless faulty. Your Statutory Rights Are Not Affected.

You can always contact us for any return question at hello@urbantails.pet.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, this includes custom products e.g. size, collar hardware, personalisation of items. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or Urban Tails Lucky Bags.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@urbantails.pet.

 

It is the Pet Owners total responsibility to check general wear and tear of items. It is the Pet Owners total responsibility to check that items ordered are suitable for pet and breed of dog.

Remove all packaging.

Please follow all care instructions including washing and dishwasher guidelines- delicate cycles and low temperatures. Sea water may affect items including colour.

Pet toys are not indestructible and length of use will vary based on pet and level of play.