Cancellation Rights

This page explains your cancellation rights when you purchase goods online from FELLOWTAIL. It should be read together with our Returns and Refunds Policy.

Nothing on this page limits or excludes your statutory rights under applicable UK consumer law.

Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at support@fellowtail.shop.

Please include your order number and make it clear that you wish to cancel the order.

We will try to stop the order before fulfilment or dispatch. However, we cannot guarantee that an order can be stopped once processing has begun.

Our ability to stop a parcel before dispatch is separate from any statutory cancellation rights that may apply after you have entered into the contract.

Your Right to Cancel an Online Purchase

Where the statutory right to cancel applies, you generally have 14 days from the day after you receive the goods to tell us that you wish to cancel the contract without giving a reason.

If an order contains multiple goods delivered separately, the statutory cancellation period may run from receipt of the final applicable item, depending on the circumstances of the order.

How to Cancel

To exercise an applicable cancellation right, you must communicate your decision to cancel clearly to FELLOWTAIL.

You can contact us by email at support@fellowtail.shop.

Please provide your name, order number and sufficient information for us to identify the order concerned.

Model Cancellation Form

If you wish, you may use the following cancellation form. Use of this form is not compulsory; you may instead send us another clear statement confirming your decision to cancel.

To: FELLOWTAIL

5 The Village
Charlton Road
London
SE7 8UG
United Kingdom

Email: support@fellowtail.shop

I hereby give notice that I cancel my contract of sale for the following goods:

________________________________________

Order number: __________________________

Ordered on / received on: ______________

Customer name: _________________________

Customer address: ______________________

________________________________________

Date: __________________________________

Returning Goods After Cancellation

Where an applicable statutory cancellation right has been exercised, you generally have a further 14 days after notifying us of your cancellation to send the goods back.

Please contact us before sending goods back so that we can provide the appropriate return instructions.

Unless we tell you otherwise, authorised returns are sent to:

FELLOWTAIL
5 The Village
Charlton Road
London
SE7 8UG
United Kingdom

Cost of Returning a Change-of-Mind Order

Where you exercise an applicable change-of-mind cancellation right, you will normally be responsible for the direct cost of returning the goods to us, where this is permitted by law and was properly disclosed before purchase.

Different rules apply where goods are faulty, damaged, unsafe, incorrectly supplied, misdescribed or otherwise do not conform to the contract. Please see our Returns and Refunds Policy.

Edible Products and Exceptions

The statutory right to cancel is subject to legal exceptions for certain types of goods. Whether an exception applies to an edible pet product depends on the nature of the product, its packaging or seal and the particular circumstances.

Please contact us before returning any opened or unsealed food product. We do not guarantee that an opened or unsealed edible product will be eligible for an ordinary change-of-mind return.

We will not treat every pet food or treat as automatically excluded from cancellation rights simply because it is edible.

Any applicable exception will be considered in accordance with the product, its condition, the circumstances and applicable law.

Faulty, Damaged, Unsafe or Incorrect Goods

Cancellation rights for a change of mind are separate from your rights where goods are faulty, damaged, unsafe, incorrectly supplied, misdescribed or otherwise do not conform to the contract.

If there is a problem with a product, please contact support@fellowtail.shop rather than treating the issue simply as a change-of-mind cancellation.

Refunds Following Cancellation

Where a refund is due following the exercise of an applicable statutory cancellation right, it will be processed without undue delay and within the timeframe required by applicable consumer law.

For returned goods, this will generally be no later than 14 days after we receive the goods back or, where applicable, receive acceptable evidence that you have sent them back.

The refund will normally be made using the same payment method used for the original transaction, unless another method is expressly agreed where permitted by law.

Standard Delivery Costs

Where required by law following an applicable cancellation, we will also refund the standard outbound delivery charge paid for the cancelled order.

If you chose a delivery service that cost more than the least expensive standard delivery option we offered, we are not required to refund the additional delivery cost to the extent permitted by law.