Refund policy

Our 30-Day Money-Back Guarantee

We want you and your dog to love StarTails. If you’re not completely satisfied, we offer a 30-day money-back guarantee from the date of delivery.

Eligibility for Returns

Products can be returned if:

• You’re not satisfied with the product

• The product is unused or partially used (we understand your dog may need to try it!)

• You contact us within 30 days of delivery

• You have your order number

How to Return

Step 1: Email hello@startails.co.uk with:

• Your order number

• Reason for return (helps us improve!)

• Whether you’d like a refund or exchange

Step 2: We’ll provide return instructions and a returns authorization

Step 3: Send the product back using the method we specify

Step 4: Once we receive your return, we’ll process your refund within 5-7 business days

Return Shipping Costs

Change of mind: Customer is responsible for return postage

Faulty or incorrect item: We’ll provide a prepaid return label

Refunds

Refunds will be issued to the original payment method within 5-7 business days of receiving your return.

Please allow an additional 3-5 business days for the refund to appear in your account.

Damaged or Faulty Items

If you receive a damaged or faulty product:

1. Contact us immediately with photos

2. We’ll arrange a free replacement or full refund

3. No need to return the damaged item unless we request it

Non-Returnable Items

We cannot accept returns of:

• Products damaged by the customer

Questions?

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