Refund Policy

Our 30-day returns promise

Not quite right? You can return most items within 30 days of receiving them for a refund.

Your legal right to cancel (14 days)

Under the Consumer Contracts Regulations 2013, you can change your mind and cancel your order within 14 days of the day after you receive it. You don't need to give a reason. After telling us you want to cancel, you have a further 14 days to send the items back. If you cancel your whole order within this 14-day period, we'll also refund the standard delivery charge you paid.

How to return something

1. Email hello@splashesandtails.co.uk with your order number and the items you'd like to return.
2. We'll reply with the returns address and any instructions.
3. Pack the items securely and send them back. We recommend a tracked service and keeping your proof of postage.

Please don't send items back without contacting us first. We may not be able to trace parcels sent to the wrong address.

Condition of returns

Please return items unused, clean and in their original packaging where possible. If an item has been used or handled more than you would in a shop, we may reduce your refund to reflect any loss in value. For hygiene reasons, please make sure anything your dog has used is clean before sending it back.

Return postage

You pay the cost of sending items back, unless they're faulty, damaged or not what you ordered. In those cases, we'll cover it.

Refunds

We'll refund you within 14 days of receiving your return, or of you showing us proof that you've sent it back if that's sooner. Refunds go to your original payment method. Depending on your bank, it can take a few more days to appear.

Faulty or damaged items

If something arrives faulty, damaged or isn't what you ordered, we're sorry. Your rights under the Consumer Rights Act 2015 cover you:

• Email hello@splashesandtails.co.uk with your order number and a photo of the problem.
• Within 30 days of delivery, you can choose a full refund.
• After 30 days and up to 6 months, we'll offer a replacement or repair first. If that isn't possible or doesn't fix the problem, we'll give you a refund.
• You won't pay any postage for faulty or wrong items, and sometimes we may not need the item back at all.

These rights are in addition to our 30-day returns promise and don't affect your other legal rights.

Questions

Email us any time at hello@splashesandtails.co.uk.