Refund policy

Last updated: 23 October 2026

Who is responsible for your order?

Tailstead is a trading name of Acerville Sparks Limited.
Registered in England and Wales. Company number: 09411384.
Registered business address: Suite RA01, 195-197 Wood Street, London, E17 3NU, United Kingdom.
VAT registration number: 487016084.
Email: admin@tailstead.co.uk.

We are your retailer and your point of contact for cancellations, returns and refunds. Orders are dispatched on our behalf by a third-party fulfilment supplier located in the United Kingdom. Supplier arrangements do not reduce your rights against Tailstead.

Changing your mind: UK online orders

You may cancel an online order without giving a reason up to 14 days after the day you receive the goods. If an order is delivered in separate parts, the period starts after you receive the last item. You then have a further 14 days after telling us you wish to cancel to send the goods back.

To cancel, please email admin@tailstead.co.uk, ideally including your order number and the items concerned. You do not need our approval or a special form to exercise your statutory cancellation right; any clear statement of your decision to cancel is sufficient. If your order has already been dispatched, the return process applies.

How to return an item

  1. Tell us that you wish to cancel or return the item. For a fault, damage or incorrect item, describe the problem; photographs can help us resolve it.
  2. Contact us for the correct return destination and instructions before posting goods. Our London registered business address is for business correspondence, not a product returns depot. Do not send products there unless we specifically instruct you to do so.
  3. Package the goods securely, include your order reference and retain proof of posting. Waiting for return instructions does not prevent you from notifying cancellation within the applicable deadline; contact us promptly if instructions have not arrived.

Condition of change-of-mind returns

You may inspect goods as you reasonably would in a shop. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Please return labels, accessories and packaging where possible; original packaging is not a condition of exercising your statutory rights. Normal inspection is not the same as using a product routinely with your pet.

We do not apply a blanket non-returnable or hygiene exclusion to our current standard range of pet leads, harnesses, bowls and beds. Sale items have the same statutory rights as full-price items. Any lawful exception applying to a future product will be stated clearly before purchase; it will not remove your rights for faulty or misdescribed goods.

Return postage and fees

You pay the direct return postage for a change-of-mind return. We do not charge a restocking fee. Contact us before arranging a return for faulty, damaged or wrongly supplied goods so we can arrange the appropriate remedy and reasonable return-cost arrangements. You will not be required to pay the necessary reasonable return cost for goods that do not conform to your contract.

Refund amounts and timing

For an eligible cancellation of the whole order, we refund the item price and the cost of our least expensive standard outbound delivery option, if you paid it. Any extra paid for a premium service above standard delivery is not refundable under the change-of-mind cancellation right. For part-order returns, we refund the cancelled items and any delivery amount required by law.

We refund without undue delay and no later than 14 days after receiving the returned goods or evidence that you have sent them back, whichever is earlier. If goods have not been supplied, we refund within 14 days of being informed of the cancellation. Refunds go to the original payment method unless you expressly agree otherwise, without a refund-processing charge. Your payment provider may take additional time to show the credit.

Faulty, damaged, incorrect or missing goods

Email admin@tailstead.co.uk as soon as you discover a problem. Prompt notice helps investigation, but a request to report promptly does not shorten your statutory rights. Faulty or misdescribed goods may give you a right to reject, repair, replacement or refund under applicable consumer law. The change-of-mind time limit is not the limit of your rights for faulty goods.

Tailstead handles your claim; you do not have to pursue our fulfilment supplier. For an exchange, contact us to discuss available options; an exchange is not required instead of a refund to which you are legally entitled. Nothing in this policy excludes or restricts your statutory consumer rights.

You may use our optional cancellation form, but you do not have to use it to cancel.