Refund policy

Return & Refund Policy

Last Updated: September 2, 2026

At Common Tails, we want you and your furry friends to love every purchase. If something isn't right with your order, we're here to help.

Returns

You may request a return within 30 days of receiving your order, provided the item is eligible for return.

To be eligible, items must:

Be unused and in their original condition.
Be in their original packaging, where applicable.
Include all original tags, accessories, and components.
Be free from pet hair, odors, stains, or signs of use.
Be accompanied by your order number or proof of purchase.

Items We Cannot Accept for Return

For hygiene, safety, and animal-welfare reasons, certain products may not be eligible for return once opened or used, including:

Opened pet food, treats, or supplements.
Used grooming or hygiene products.
Used pet beds or bedding.
Personalized or custom-made products.
Products that have been damaged or altered after delivery.

If you're unsure whether your item is eligible, please contact us before sending anything back.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive an incorrect item, please contact us as soon as possible.

Please provide:

Your order number.
A description of the issue.
Clear photographs or video of the product and packaging.

Where appropriate, we may offer a replacement, repair, or refund.

Change of Mind Returns

If you simply change your mind about a purchase, you may be able to return the item within the applicable return period, provided it meets our return requirements.

For eligible change-of-mind returns, the customer may be responsible for the cost of return postage unless otherwise stated.

This does not affect your statutory consumer rights under UK law.

Return Instructions

Because Common Tails works with third-party fulfillment partners, please contact us before returning any product.

Do not send an item to the address on the original package without first receiving return instructions from us.

We will provide the appropriate return instructions once your request has been reviewed.

Refunds

Once we receive and inspect an approved return, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow 5–10 business days for your payment provider or bank to process the refund.

Where applicable, refunds will be made in accordance with your statutory rights under UK consumer law.

Order Cancellations

If you wish to cancel your order, please contact us as soon as possible after placing it.

Because orders may be sent to our fulfillment partners for processing shortly after purchase, we cannot guarantee that cancellation requests can be accommodated once processing or dispatch has begun.

Nothing in this section affects any cancellation or cooling-off rights you may have under applicable UK consumer law.

Your Statutory Rights

Nothing in this policy is intended to limit or exclude your legal rights as a consumer under UK law.

If a product is faulty, not as described, or does not meet applicable legal requirements, you may have additional rights to a repair, replacement, refund, or other remedy.