Refund policy
RETURNS
Custom Made or Made-to-Order Products: These items cannot be returned or exchanged unless they are defective or damaged upon receipt.
Non-Custom Products: We offer a 14-day return policy for these items, which means you have 14 days after receiving your order to initiate a return. Items must be in their original condition: unwashed, unused, free of hair, marks, and odours.
Return Process
- To initiate a return, contact us at help@taylorandfloof.com with your order number and reason for the return. We will provide instructions on how to proceed.
- Customers are responsible for the cost of return shipping. We recommend using a recorded/tracked postage service to ensure the item arrives safely. Taylor and Floof cannot be held responsible for returns that are lost in transit.
Condition of Returned Items
- Returned items must be in their original packaging and condition. Any items returned in a condition deemed unsuitable will be returned to the customer and no refund will be issued.
Refund Eligibility
- Refunds are applicable only for items that meet our return eligibility criteria. Custom-made items are non-refundable unless they are defective.
- Sale items and seconds are non-refundable and cannot be returned or exchanged.
Processing Refunds
- Once we receive your return, we will inspect the item and notify you of the status of your refund. If your return is approved, we will process the refund to your original method of payment. Please allow up to 10 business days for the refund to appear on your statement, depending on your payment provider.
Non-Refundable Conditions
- We do not refund items that are damaged due to general wear and tear, misuse, or neglect. This includes damage caused by chewing, biting, or other destructive behaviour by your dog.
DAMAGED OR FAULTY GOODS
If your order arrives damaged or faulty, please email us at help@taylorandfloof.com within 14 days of receiving your item. Make sure to include clear photos and a description of the issue.
We’ll happily arrange a replacement or refund once we’ve verified the fault but please note, this only applies to items that arrived damaged and have not been used for a period of time. We’re unable to offer replacements or refunds for faults reported after the 14-day window or for items that show signs of use.
CONTACT US
If you have any questions or concerns regarding this Shipping, Return, and Refund Policy, please contact us at: Taylor and Floof Email: help@taylorandfloof.com
By purchasing from Taylor and Floof, you agree to the terms of this Shipping, Return, and Refund Policy. We reserve the right to update or modify this policy at any time without prior notice.