Refund policy

Right of Withdrawal (EU Consumers)

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason (cooling-off period).

To exercise this right, you must notify us at hello@tailmarks.com before the 14-day period expires. Once we receive your withdrawal notice, you have an additional 14 days to return the item.

Exceptions: This right does not apply to personalised or custom-made products, which are excluded from the right of withdrawal under Article 16(c) of EU Directive 2011/83/EU.

Refunds will be processed within 14 days of receiving the returned item, using the same payment method as the original purchase.

Return & Refund Policy
Thank you for shopping at Tailmarks. We take pride in the quality of our products and want you to be completely satisfied with your purchase.

Eligibility for Returns
We accept returns within 30 days of delivery. To be eligible, items must be in good condition — not damaged, destroyed, or heavily worn.

Non-Returnable Items
Personalised and custom-made products (including any item made with a specific name, breed, or custom design chosen by the customer) are non-returnable and non-refundable, unless the item arrives damaged or defective.

Damaged or Defective Items
If your order arrives damaged or with a manufacturing defect, please contact us within 7 days of delivery at hello@tailmarks.com with a photo of the issue. We will arrange a replacement or full refund at no cost to you.

How to Return
To initiate a return, contact us at hello@tailmarks.com with your order number and reason for return. Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit.

Refunds
Once we receive and inspect the returned item, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days.