Refund policy
Return & Refund Policy
30-Day Returns - 100% Refund on Unopened Products
Return any product unopened and undamaged within 30 days of delivery and we'll refund 100% of what you paid for it, including your original standard delivery charge. No restocking fee, no deductions, no reason needed.
To start a return, email us at info@tailkind.com with your order number. For change-of-mind returns, return postage is the customer's responsibility and we recommend a tracked service. If an item is faulty, damaged or not what you ordered, we cover the return cost. Once the product reaches us in its original condition, we'll process your refund within 5 working days.
60-Day Money-Back Guarantee
Every Tailkind product is covered. Give it a fair try - most owners tell us they notice a difference within 3 to 6 weeks, and joint support builds gradually - and if you don't see a change in your dog, ask us for your money back.
You do not need to send back a half-used pouch. We may ask you to return any pouches that are still sealed, and we'll tell you if so when you contact us.
To claim, email info@tailkind.com with your order number and a line about how you got on. Refunds go back to your original payment method within 5 working days of approval.
How the guarantee works
- What's covered: all Tailkind products, bought directly from tailkind.com. Purchases made through Amazon or any other retailer are covered by that retailer's own returns policy.
- Who it's for: first-time buyers of that product in the United Kingdom.
- How many times: one claim per customer or household, covering up to two qualifying orders of that product.
- When to claim: within 60 calendar days of delivery of your first qualifying order. The 60 days run from that first delivery and do not restart with later subscription shipments or replacements.
- Fair use: we may decline a claim where we reasonably suspect abuse, fraud, resale or misuse of the guarantee.
These terms exist to keep the guarantee genuine and generous for the people it's meant for. If you're outside them and still unhappy, write to us anyway - we would rather hear from you than lose you.
Damaged or Faulty Items
If your order arrives damaged, contact us within 48 hours with a photo of the damage. We'll send a replacement at no extra cost - no need to return the damaged item.
If Your Dog Has Passed Away
We're so sorry. If you've lost your dog, sorting out a supplement subscription should be the last thing on your mind. Email us at info@tailkind.com and we will, straight away:
- Cancel your subscription immediately - no notice period, no final order, no cancellation fee.
- Cancel and refund any order that hasn't been dispatched yet.
- Remove you from our marketing emails immediately, so nothing arrives with your dog's name on it.
We will never ask you for proof, paperwork or a letter from your vet. Telling us is enough, and you never need to explain more than you want to.
Subscriptions
Pause, change or cancel your subscription at any time from your account, or email info@tailkind.com and we'll do it for you. There is no minimum term and no cancellation fee. Cancel before your next renewal date and you won't be charged again.
Refund Processing
Refunds are processed within 5 working days of approval. Please allow an additional 3-5 working days for the refund to appear on your bank statement, depending on your payment provider.
Exchanges
We don't currently offer direct exchanges. To swap a product, return the original within 30 days and place a new order.
Your Legal Rights
These policies sit alongside your statutory rights and do not replace them. Under the Consumer Contracts Regulations 2013 you have 14 days from delivery to cancel a distance purchase for any reason, and the Consumer Rights Act 2015 applies to goods that are faulty, not as described or not fit for purpose. Nothing in the guarantee terms above limits those rights.
For full details, visit our Shipping & Returns page.
Questions? Email info@tailkind.com - we'll get back to you within 24 hours.