Refund policy

We want our returns process to be clear and straightforward. This policy explains how to contact FELLOWTAIL about returns, cancellations, damaged or incorrect products and refunds.

Nothing in this policy affects your statutory rights under applicable UK consumer law.

Starting a Return

Please contact us before sending a product back.

Email: support@fellowtail.shop

Please include your order number, the product concerned and the reason for contacting us. We will review your request and provide the appropriate return instructions.

Please do not send an unarranged return without first contacting us, particularly where a food product may be damaged, spoiled, contaminated or otherwise unsafe.

Change-of-Mind Returns

For online purchases 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.

After notifying us of an applicable cancellation, you generally have a further 14 days to send the goods back.

Please take reasonable care of products while they are in your possession. Where applicable, returned products should be kept in a condition consistent with the handling reasonably necessary to establish their nature, characteristics and functioning.

Return Postage for Change-of-Mind Returns

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, unless we tell you otherwise or applicable law requires FELLOWTAIL to bear that cost.

This does not apply in the same way where goods are faulty, damaged, incorrectly supplied, unsafe or otherwise do not conform to the contract.

Opened or Unsealed Edible Products

Different rules may apply to edible products depending on the nature of the product, its packaging and seal, and the reason for the return.

Please contact us before returning an opened or unsealed packet of pet treats. We do not promise that an opened or unsealed edible product will be accepted for an ordinary change-of-mind return.

This does not affect your statutory rights where a product is faulty, unsafe, damaged, incorrectly supplied, misdescribed or otherwise does not conform to the contract.

Products That May Be Excluded from Change-of-Mind Cancellation

UK consumer law provides exceptions to the statutory cancellation right for certain goods. Depending on the particular product and circumstances, these may include goods that are liable to deteriorate or expire rapidly, and certain sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery.

We will not apply an exception automatically simply because an item is a pet food or treat. Any applicable exception will be considered according to the product and circumstances and your statutory rights.

Faulty, Damaged or Incorrect Products

Please contact us if your order arrives damaged, you receive the wrong product, or you believe a product is faulty, unsafe or does not match its description.

Where the issue is attributable to FELLOWTAIL, the product, fulfilment or delivery and the circumstances justify a return, replacement or other remedy, we will not require you to bear return costs that we are legally responsible for.

The appropriate remedy will depend on the circumstances and your rights under applicable consumer law.

Suspected Spoilage, Contamination or Unsafe Products

If you reasonably suspect that an edible product may be spoiled, contaminated or otherwise unsafe, stop using the product.

Do not taste or consume a product that you suspect may be unsafe.

Where safe to do so, keep the product, remaining contents and packaging while we investigate. Contact support@fellowtail.shop and provide your order number, product name and a description of the issue.

Where reasonably necessary to investigate the issue, we may also ask for the batch or lot information, best-before details and photographs of the product or packaging.

Photographs are not intended to remove or restrict your statutory rights. They may simply help us assess the issue and, where appropriate, raise it with the relevant supplier, manufacturer, carrier or authority.

We will advise you whether the affected product should be returned, retained temporarily or safely disposed of. Please do not send a product suspected to be unsafe through the post unless we specifically instruct you to do so.

Product Recalls

If a product supplied by FELLOWTAIL becomes subject to a safety recall or withdrawal, customers affected by the issue should follow the specific instructions provided for that product.

Recall instructions may differ from our normal change-of-mind return procedure. They may include instructions to stop using the product and to retain or safely dispose of it rather than returning it.

If Your Pet Does Not Like a Product

Pets have individual preferences. A pet simply refusing to eat a product does not, by itself, mean that the product is faulty or non-conforming.

If you instead believe there is a genuine quality, safety or description issue with the product, please contact us so that we can assess the circumstances.

Ordering the Wrong Product

If you order the wrong flavour, product or animal type, please contact us as soon as possible.

If the order has not yet entered fulfilment or dispatch, we will try to help, although changes cannot be guaranteed.

If the product has already been delivered, any applicable change-of-mind return will be handled in accordance with this policy and your statutory rights.

Exchanges

We may be able to consider an exchange for an unopened product in its original condition, subject to the circumstances and stock availability. Please contact us before returning anything for exchange.

An exchange is not guaranteed until we have reviewed the request and confirmed availability.

Where you want a different product or an item with a different price, we may ask you to return the eligible item for the appropriate refund and place a new order instead.

Refunds

Once we have received the returned goods, or where applicable acceptable evidence that they have been sent back, we will assess the return and process any refund due in accordance with applicable consumer law.

Where a statutory cancellation refund is due, we will make the refund without undue delay and within the applicable legal timeframe, generally no later than 14 days after receiving the returned goods or, where applicable, evidence that they have been sent back.

Refunds will be made to the original payment method unless another method is expressly agreed where legally permitted.

After we issue a refund, your bank, card issuer or payment provider may require additional time to make the funds visible in your account. Processing times after issuance are controlled by the relevant payment provider and are not guaranteed by FELLOWTAIL.

Original Delivery Charges

Where you exercise an applicable statutory cancellation right covering the order, any refund of the original delivery charge will be handled in accordance with UK consumer law.

Where required, this generally means refunding the cost of the least expensive standard delivery method offered for the order. Any additional amount paid because you chose a more expensive delivery option does not have to be refunded to the extent permitted by law.

Cancelling Before Dispatch

If you wish to cancel an order before dispatch, contact support@fellowtail.shop as soon as possible.

We will try to stop the order before fulfilment or dispatch, but we cannot guarantee this once processing has begun.

Our operational ability to stop a parcel before dispatch is separate from any statutory cancellation rights that may apply to your purchase. Please read our Cancellation Rights page for further information.