Refund policy

 

Last updated: October 27, 2026

At Noses & Tails, your satisfaction and your pet's happiness are important to us. We want you to shop with confidence, which is why we offer a 30-Day Money-Back Guarantee on eligible purchases.

If something isn't right with your order, we're here to help. This policy explains how returns, refunds, exchanges, and cancellations work.

1. Our 30-Day Return Policy

We offer a 30-day return window, meaning you have 30 days from the date you receive your item to request a return.

To be eligible for a standard return, your item must:

  • Be in the same condition as when you received it

  • Be unused and free from damage caused after delivery

  • Include its original packaging, accessories, and components

  • Include proof of purchase or an order confirmation

You may inspect an item as reasonably necessary to determine its nature, characteristics, and functioning. Any statutory consumer rights remain unaffected.

Items that do not meet these conditions may be ineligible for a voluntary return or may be subject to a reduction in the refund where permitted by applicable law.

If your item arrives damaged, defective, or incorrect, please refer to the "Damaged, Defective, or Incorrect Items" section below.

2. How to Start a Return

To request a return, please contact us at:

Email: support@nosesandtails.com

Include the following information:

  • Your order number

  • The email address used for your purchase

  • The item you wish to return

  • A brief explanation of your return request

  • Photos of the item, if relevant to the issue

Our customer support team will review your request and provide instructions for the next steps.

Please do not send items back without contacting us first.

Returns may need to be sent to a designated return facility. The correct return address will be provided by our support team.

Do not return items to the original shipping address shown on your package unless our team specifically instructs you to do so.

For returns under our voluntary 30-day policy, you must contact us within 30 days of receiving your item and, once authorized, send it back within 14 days of receiving return instructions, unless we agree otherwise.

These procedures do not restrict any mandatory statutory return or withdrawal rights.

3. Return Shipping Costs

For standard returns due to a change of mind, ordering the wrong product, or no longer wanting an item, the customer is responsible for return shipping costs unless otherwise stated or required by law.

Original shipping charges, if any, are refunded where required by applicable law.

We recommend using a trackable shipping service for returns. Please keep your shipping receipt and tracking information until your return has been completed.

If you receive a damaged, defective, or incorrect item, we will cover reasonable return shipping costs when a return is necessary, or provide another appropriate resolution at no additional cost to you.

Please contact us before arranging return shipping so we can provide the correct instructions.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible at support@nosesandtails.com.

To help us resolve the issue, please provide:

  • Your order number

  • A description of the problem

  • Clear photos or videos showing the issue, if available

Once we review your request, we will work with you to provide an appropriate solution, which may include:

  • A replacement item at no additional cost

  • A refund to your original payment method

  • Another resolution agreed upon with you

In some cases, we may be able to resolve the issue without requiring you to return the original item.

Nothing in this section limits your rights under applicable consumer protection laws, including rights relating to defective or nonconforming goods.

5. Non-Returnable Items and Exceptions

Certain items may be excluded from voluntary change-of-mind returns where permitted by applicable law.

These may include:

  • Personalized or custom-made products

  • Gift cards

  • Products that have been used, damaged, or altered after delivery beyond what is permitted under applicable law

  • Sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed, where a legal exception applies

Product-specific return restrictions, if any, will be disclosed on the relevant product page or before purchase.

These exceptions do not limit your statutory rights if a product is defective, damaged, incorrectly supplied, or otherwise does not comply with applicable law.

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

6. Exchanges

If you received the wrong item or a defective product, contact us so we can arrange an appropriate replacement or other resolution.

For voluntary exchanges involving a different size, style, or product, please contact our team to discuss available options.

Depending on product availability and your location, we may recommend returning the original item and placing a new order.

Additional shipping charges may apply to voluntary exchanges, but not where we are legally required to provide a remedy at no cost.

7. Refunds

Once we receive and inspect your return, or otherwise confirm that a refund is appropriate, we will notify you of the outcome.

If your refund is approved, it will be issued to your original payment method unless another method is agreed upon and legally permitted.

For voluntary returns, we generally process approved refunds within 10 business days after receiving and inspecting the returned item.

Your bank or payment provider may require additional time to display the refund in your account.

Where applicable law requires an earlier refund or a specific refund procedure, we will follow those requirements.

If you have not received your refund after the applicable processing period, please contact us at support@nosesandtails.com.

8. Order Cancellations

If you need to cancel or modify your order, please contact us as soon as possible.

We begin processing orders shortly after they are placed, so changes and cancellations cannot always be guaranteed.

Before Shipment

If your order has not yet been shipped, we will do our best to accommodate your cancellation request.

If the cancellation is accepted, we will issue a refund to your original payment method.

After Shipment

Once an order has shipped, we may no longer be able to stop or modify the shipment.

However, you may still request a return after delivery under this policy or exercise any applicable statutory cancellation or withdrawal rights.

If we cannot ship your order within an applicable promised shipping timeframe, we will provide the cancellation, refund, or delay options required by law.

9. Lost or Missing Packages

If your package appears to be lost or has not arrived within the expected delivery timeframe, please contact us.

Before contacting support, we recommend checking your tracking information and confirming that your shipping address is correct.

Our team will investigate the shipment with the relevant fulfillment and delivery partners.

If the package is confirmed lost or we otherwise determine that your order was not delivered, we will offer an appropriate resolution, such as a replacement or refund, in accordance with applicable law.

We will not require you to resolve a confirmed delivery failure directly with the shipping carrier.

10. Delayed Deliveries

Estimated delivery times are provided in our Shipping Policy.

Although we work to deliver every order within the estimated timeframe, delays can occasionally occur due to transportation issues, customs processing, weather conditions, or other circumstances.

If your order is delayed, please contact us so we can investigate and provide updated information where available.

A delay beyond an estimated delivery date does not automatically mean the package has been lost.

However, if we cannot fulfill our shipping obligations, we will honor your applicable rights to cancellation, refund, or other remedies under consumer protection laws.

11. Multiple Items and Separate Shipments

If your order contains multiple items, they may be shipped separately and arrive at different times.

Receiving only part of your order does not necessarily mean that other items are missing.

Please check your shipment confirmation emails and tracking information.

If an item is missing and no additional shipment is scheduled, contact our support team so we can investigate.

Any refund for an undelivered item will be handled in accordance with applicable law.

12. European Union and Other Statutory Consumer Rights

If you are a consumer residing in the European Union or another jurisdiction that provides mandatory cancellation, withdrawal, or return rights, those rights apply in addition to our voluntary 30-day return policy.

For qualifying distance purchases in the European Union, consumers generally have the right to withdraw from the contract within 14 days of receiving the goods, without providing a reason, subject to applicable legal exceptions.

For orders containing multiple goods delivered separately, the statutory withdrawal period generally begins when the final item is received.

To exercise this right, you must inform us of your decision to withdraw within the applicable period. You may do so by emailing support@nosesandtails.com with a clear statement of your decision.

Where the statutory right of withdrawal applies:

  • You generally have 14 days after notifying us to send the goods back.

  • We will refund payments as required by applicable law, including eligible standard delivery charges.

  • We will issue the refund within the legally required timeframe and may withhold it until we receive the goods or evidence that they have been sent back, where permitted by law.

  • You may be responsible for the direct cost of returning goods when properly disclosed and permitted by law.

  • Any deductions for diminished value will be limited to those permitted by law.

Nothing in this policy excludes, restricts, or replaces mandatory consumer rights that apply in your jurisdiction.

13. Contact Us

If you have any questions about returns, refunds, damaged products, exchanges, or order cancellations, our customer support team is here to help.

Noses & Tails

Email: support@nosesandtails.com

Website: https://nosesandtails.com

Additional contact information is available in our Contact Information Policy.

Thank you for shopping with Noses & Tails. We appreciate your trust and are committed to helping you and your pets have a positive shopping experience.