Refund policy
RETURNS AND REFUNDS POLICY
- Our Returns Period
Noble Tail Co. offers a 30-day return request period.
You must contact us within 30 days after receiving the product if you wish to request a return.
This voluntary policy does not reduce any mandatory cancellation, refund, repair, replacement or rejection rights available under applicable consumer law.
- How to Request a Return
Before sending anything back, contact:
Include:
• your full name;
• order number;
• product being returned;
• reason for the return; and
• photographs where the product is damaged, incorrect or defective.
Do not return products without authorisation.
The address shown on the original parcel may belong to a supplier, carrier or fulfilment warehouse and may not be an authorised returns location.
Unauthorised returns may be refused, lost or delayed.
- Return Eligibility
For a voluntary change-of-mind return, the product should normally be:
• unused;
• unworn;
• unwashed;
• free from pet hair, stains, odours and damage;
• complete with accessories, instructions and components; and
• returned in its original packaging where reasonably possible.
Customers may inspect a product as they reasonably would in a physical shop.
We may make a reasonable deduction where handling beyond what is necessary to inspect the product has reduced its value, where permitted by law.
- Return Deadline After Approval
Once a return has been approved, the product must normally be sent within 14 days unless we provide a different deadline.
Keep the postage receipt and tracking information until the return and refund have been completed.
- Return Shipping Costs
Change-of-mind returns:
The customer is normally responsible for return postage unless applicable law or our written return authorisation states otherwise.
We strongly recommend using a tracked service.
Faulty, damaged or incorrect products:
Where a product is confirmed to be faulty, damaged on arrival, materially misdescribed or incorrectly supplied, Noble Tail Co. will provide an appropriate remedy and cover reasonable return costs where required by law.
Do not purchase an expensive return service without our prior approval.
- International Returns
International customers must contact us before returning an item.
Depending on the product and location, we may provide:
• a local return address;
• an international return address;
• a refund without return in suitable circumstances;
• a replacement; or
• another legally appropriate solution.
Customers must not declare a returned product as a commercial sale. Where requested, it should be identified accurately as returned merchandise.
We are not responsible for customs charges caused by incorrect return documentation supplied by the customer.
- Products That May Not Be Returnable
The right to return may not apply to certain products where a legal exception exists, including:
• personalised or custom-made products;
• products that deteriorate rapidly;
• sealed goods not suitable for return for health or hygiene reasons once unsealed;
• gift cards; and
• products that have been irreversibly mixed with other items.
An exception will only be applied where legally permitted.
Faulty or misdescribed products remain subject to applicable consumer rights.
- Pet Products and Hygiene
Please ensure pet products remain clean and unused if you may wish to return them.
Products covered in pet hair, saliva, waste, food, strong odours or other contamination may not qualify for a voluntary change-of-mind return.
This does not remove rights relating to genuinely faulty goods.
- Damaged, Defective or Incorrect Products
Inspect your order after delivery and contact us promptly if the product is:
• damaged;
• defective;
• incorrect;
• incomplete; or
• materially different from its description.
Provide clear photographs or video where reasonably requested.
Depending on the circumstances and applicable law, we may offer:
• repair;
• replacement;
• reshipment;
• price reduction; or
• refund.
- UK Faulty-Goods Rights
UK customers may have statutory rights where goods are not:
• of satisfactory quality;
• fit for their intended purpose; or
• as described.
These rights can include a short-term right to reject qualifying faulty goods and, in other circumstances, repair, replacement, price reduction or final rejection.
Nothing in this policy limits those rights.
- European Consumer Rights
Customers in the European Economic Area may have a statutory right to withdraw from many online purchases within 14 days after delivery without giving a reason.
Legal exceptions may apply.
Where mandatory local consumer protections provide stronger rights than this policy, those protections take priority.
- Refund Approval
We will inspect or assess the return after it is received.
We will notify you whether the refund has been approved and whether any lawful deduction applies.
- Refund Method
Approved refunds will normally be returned to the original payment method.
We cannot usually refund to a different card, bank account or payment service.
Banks and payment providers may take additional time to display the refund after we have processed it.
- Refund Timing
Refunds will be processed within the timeframe required by applicable law.
For eligible cancellation returns, we may withhold reimbursement until:
• we receive the returned goods; or
• the customer provides acceptable evidence that the goods have been sent,
whichever occurs first, where legally permitted.
- Original Delivery Charges
Standard shipping is currently provided free of charge, so there is normally no original standard shipping fee to refund.
Where a customer purchases an optional upgraded delivery method, any refund of that charge will be handled in accordance with applicable law.
- Exchanges
We do not guarantee direct exchanges.
The most reliable method is normally to:
- return the original product where eligible; and
- place a new order for the preferred size, colour or product.
Defective or incorrect products may be replaced directly where appropriate.
- Order Cancellations
Contact us immediately if you wish to cancel an order.
We cannot guarantee cancellation after the order has entered processing or been submitted to a supplier.
Where cancellation is no longer possible, the customer may need to receive the product and use the applicable returns procedure.
- Changes to Orders
We cannot guarantee changes to:
• delivery addresses;
• colours;
• sizes;
• quantities; or
• product variants
after fulfilment has started.
Contact us as quickly as possible.
- Chargebacks and Payment Disputes
Please contact us before submitting a payment dispute so we have an opportunity to investigate and resolve the matter.
This does not prevent a customer from using any lawful rights available through their payment provider.
- Contact
Return and refund requests should be sent to: