We want you to be satisfied with your purchase from Tailuvo. Please review the conditions below before requesting a return, exchange, cancellation, or refund.
30-day return window
You may request a return within 30 days after your order is delivered. To qualify, the item must be unused, unworn, unwashed, free from pet hair or odors, and returned in its original packaging with all accessories and proof of purchase.
To start a return, email returns@tailuvo.com or use our contact form. Include your order number, the item, and the reason. Do not send items back before receiving return authorization and the correct return address.
UK and European cancellation rights
If you are a consumer in the United Kingdom, European Union, or European Economic Area, you may have a statutory right to cancel an eligible distance purchase within 14 days after receiving the goods. After notifying us, you generally have a further 14 days to return eligible goods.
Where statutory cancellation rights apply, eligible payments will be refunded within the period required by law. We may withhold the refund until we receive the goods or evidence of return. You are responsible for return shipping unless goods are faulty, incorrect, or applicable law requires otherwise.
Hygiene and non-returnable items
Where law permits, sealed pet grooming tools, feeding products, lick mats, towels, and similar goods may be non-returnable once unsealed. Used, washed, animal-contact, or customer-damaged items are not eligible under our voluntary return policy unless they arrived faulty, damaged, or incorrect. Gift cards, personalised goods, and final-sale items are also non-returnable, subject to mandatory law.
Damaged, faulty, or incorrect items
Inspect your order when it arrives. Email returns@tailuvo.com as soon as possible—preferably within 48 hours—with your order number and clear photos or video of the item and packaging. This request does not reduce statutory rights. When approved, we will arrange a replacement, repair, or refund as required without charging return shipping.
Cancellations and order changes
For requests outside a statutory cancellation right, email orders@tailuvo.com within 12 hours of ordering for cancellation or address-change requests. We cannot guarantee changes after processing or fulfilment begins.
Return shipping
Customers pay return shipping for voluntary returns unless an item is damaged, faulty, or incorrect. Upgraded shipping charges are non-refundable beyond any amount required by law. Use a tracked service and keep the receipt.
Exchanges and refunds
For an exchange, email returns@tailuvo.com so we can confirm the available options. You may request a return and, once approved, place a new order for the replacement item. Approved voluntary refunds are issued to the original payment method within 5 business days after approval. A bank or card issuer may need another 5–10 business days to post the refund.
Late or missing deliveries
If tracking shows delivery but the parcel is missing, check with household members, neighbours, and the carrier, then email orders@tailuvo.com. We will review the shipment and the available resolution. See our Shipping Policy for delay and delivery procedures. Your applicable cancellation and refund rights remain unaffected.
Consumer rights
This policy does not limit mandatory rights relating to goods that are faulty, not as described, or not fit for purpose.
Policy updates
We may update this policy from time to time to reflect changes to our operations, services, or applicable requirements. Updates take effect when posted, and the “Last updated” date identifies the latest revision. The version in effect when you place an order applies to that purchase, unless applicable law requires otherwise.