Refund policy
All products sold by Pin The Tail Accessories LTD are handmade to order. Each item is individually crafted upon purchase, and as such, is classified as a bespoke/custom-made product. In accordance with UK consumer law, bespoke items are exempt from change-of-mind returns.
1. No Returns or Exchanges
We do not accept returns, exchanges, or cancellations after 24 hours of placing an order, except where an item is faulty or damaged upon arrival.
2. Faulty or Damaged Items
If your item arrives damaged, incorrect, or otherwise faulty, you must notify us within 48 hours of delivery by emailing:
Your message must include:
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Your order number
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Clear photographic evidence of the issue
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A brief description of the fault
We will assess the claim and, where approved, arrange a repair, replacement, or refund at our discretion.
3. Condition of Returned Goods
If a return is authorised, the product must be returned:
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In its original, unused condition
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With all original packaging included
We reserve the right to refuse refunds where the item shows signs of wear, alteration, misuse, or damage not present at delivery.
4. Refund Processing
Approved refunds will be issued to the original payment method only.
Please allow up to 10 working days for processing, depending on your bank or payment provider.
5. Legal Rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015.