Refund policy

At Hungry Tails UK, we are committed to providing high-quality pet products and excellent customer service. If you are not completely satisfied with your purchase, we offer a clear return and refund process to ensure a hassle-free experience.

This policy applies to all purchases made on https://hungrytails.co.uk/ and is in compliance with UK consumer rights regulations.

For any return or refund inquiries, please contact us:

📧 Email: sales@hungrytails.co.uk
📞 Phone: +44 0121 517 0732

1. Eligibility for Returns

To be eligible for a return, items must meet the following conditions:
✅ Unused, unopened, and in original packaging
✅ Return request submitted within 14 days of receiving the order
✅ Item is not listed as non-returnable (see Section 2)

We reserve the right to inspect and approve returns before issuing refunds or replacements.

2. Non-Returnable & Non-Refundable Items

The following items cannot be returned or refunded, except in cases of damage or incorrect shipment:

❌ Perishable items, including pet food, treats, and supplements (for hygiene & safety reasons)
❌ Used or opened products
❌ Gift cards and promotional vouchers
❌ Items purchased during clearance sales (unless faulty)

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

3. How to Request a Return

To start a return, follow these steps:

1️⃣ Email us at sales@hungrytails.co.uk with your order number, reason for return, and photos (if applicable).
2️⃣ Once approved, we will provide a return shipping address and instructions.
3️⃣ Securely pack the item and send it back using a tracked shipping method (at your expense).
4️⃣ Once we receive and inspect the item, we will process your refund or replacement within 5-7 business days.

4. Refund Process & Timeline

✅ Refunds are issued to the original payment method used for purchase.
✅ Once your return is received and approved, the refund will be processed within 5-7 business days.
✅ Depending on your bank, it may take an additional 3-5 days for the refund to appear in your account.

We will notify you via email once the refund has been successfully issued.

5. Exchanges & Replacements

✔ If you receive a damaged or defective item, contact us within 48 hours of delivery with photos as proof.
✔ If the item is eligible, we will offer a free replacement or refund.
✔ In some cases, we may ask you to return the damaged item before issuing a replacement.

We do not offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order.

6. Order Cancellations & Modifications

🚫 Orders can be canceled or modified within 12 hours of placement if they have not been processed.
🚫 Once an order has been shipped, it cannot be canceled.

If you need to cancel or modify your order, contact sales@hungrytails.co.uk immediately.

7. Return Shipping Costs

🚚 Customers are responsible for return shipping costs, except in cases where:
✅ The item was damaged or incorrect upon arrival.
✅ A manufacturer defect is confirmed.

We recommend using a tracked and insured courier service, as we cannot be responsible for lost return shipments.

8. Delayed, Lost, or Missing Refunds

If you haven’t received your refund after 7 business days, follow these steps:

✔ Check your bank account for pending transactions.
✔ Contact your payment provider (PayPal, credit card company, etc.), as processing times vary.
✔ If you’ve done this and still have not received your refund, email sales@hungrytails.co.uk for assistance.

9. Faulty, Incorrect, or Damaged Items

If you receive an item that is damaged, defective, or incorrect, you must report it within 48 hours of delivery.

✔ Email sales@hungrytails.co.uk with your order number, photos of the item, and a description of the issue.
✔ We will investigate and offer a replacement, store credit, or refund as appropriate.

If a return is required, we will provide a prepaid return label for faulty or incorrect items.

10. Contact Information

For any return, refund, or order-related inquiries, contact us:

📧 Email: sales@hungrytails.co.uk
📞 Phone: +44 0121 517 0732
🌍 Website: https://hungrytails.co.uk/