Last updated: 25 October 2026
This policy is provided by Tail Warmers, a trading name of Shimrach Properties Ltd (company no. 13906055), 26 Armoury Road, Selby, YO8 4AY, United Kingdom. Email: tail@tailwarmers.com. It doesn't affect your statutory rights.
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If your item arrives damaged, faulty, misprinted or isn't what you ordered, email tail@tailwarmers.com within 30 days of delivery with your order number and a clear photo of the problem. We'll send a free replacement or a full refund, including delivery costs. Usually you won't need to send the item back.
Changing your mind (non-personalised items)
If you're a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order within 14 days of receiving it without giving a reason.
- Tell us within 14 days by emailing tail@tailwarmers.com with your order number. You can use the model cancellation form below, but you don't have to.
- Return the item(s) within 14 days of telling us, unworn, unwashed and in their original condition, to: Tail Warmers Returns, 26 Armoury Road, Selby, YO8 4AY, United Kingdom.
- You pay the cost of return postage, so please use a tracked service.
- We'll refund the item price and the standard delivery cost you originally paid within 14 days of receiving the goods back, or of receiving proof you've sent them, whichever is sooner. Refunds go to your original payment method. We may reduce the refund if the item has been handled more than necessary to inspect it (for example worn on a walk, washed, or covered in dog hair).
Personalised items: no change-of-mind returns
Items personalised with a name, date or text you provide are made to your specification. Under regulation 28(1)(b) of the Consumer Contracts Regulations 2013, they are exempt from the 14-day cancellation right. This includes the personalised bandana, bowl, ornament, mug, Personalised Dog Collar, and sweatshirt. We can't accept returns of personalised items for a change of mind or incorrect sizing, so please check the spelling, size and colour carefully before ordering. Your rights for faulty or incorrect items (above) still apply in full. If the mistake is ours, we'll always put it right.
Cancelling before production
Because items are made to order, we can only cancel and fully refund an order if production hasn't started. Email tail@tailwarmers.com as soon as possible, ideally within 2 hours of ordering.
Exchanges
We don't offer direct exchanges. For a different size on a non-personalised item, return it under the 14-day right above and place a new order.
Model cancellation form
To: Tail Warmers (Shimrach Properties Ltd), 26 Armoury Road, Selby, YO8 4AY, UK. Email: tail@tailwarmers.com
I hereby give notice that I cancel my contract of sale of the following goods: [items]. Ordered on [date] / received on [date]. Name: [ ]. Address: [ ]. Signature (if on paper): [ ]. Date: [ ].