Return Policy
Last updated:
11.10.2026
Company:
FIT PUP LTD
Registered address:
86-90 Paul Street, London, EC2A 4NE
Contact email:
1.
Overview
At Tails.ID, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we accept returns for both defective and non-defective products, as well as exchanges, subject to the conditions outlined below.
1.1
This Return Policy applies to all products purchased directly from Tails.ID.
1.2
By making a purchase, you agree to the terms of this Return Policy.
2.
Return Eligibility
2.1
Returns must be initiated within 30 days of receiving your order.
2.2
Non-defective products must be unused, in their original condition, and in their original packaging to be eligible for a return.
2.3
Defective products may be returned in any condition within the 30-day return window.
2.4
Proof of purchase (order confirmation email or order number) is required for all returns.
3.
Defective Products
3.1
If you receive a product that is damaged, faulty, or not functioning as described, please contact us as soon as possible.
3.2
We will arrange a replacement or issue a full refund, including any original shipping costs, at no additional charge to you.
3.3
We may ask you to provide photographs or a description of the defect to help us process your claim.
4.
Non-Defective Products
4.1
If you wish to return a product that is not defective, you may do so within 30 days of receipt provided the item is unused and in its original packaging.
4.2
The customer is responsible for the cost of return shipping for non-defective products.
4.3
A full refund of the product price will be issued once we have received and inspected the returned item.
4.4
Original shipping costs are non-refundable for non-defective returns.
5.
Exchanges
5.1
We are happy to offer exchanges for products of equal or lesser value.
5.2
To request an exchange, please contact us within 30 days of receiving your order.
5.3
Exchanges are subject to product availability. If the requested item is not available, we will offer a full refund instead.
5.4
The customer is responsible for return shipping costs when exchanging non-defective products.
6.
How to Initiate a Return or Exchange
6.1
Contact us at [email protected] to request a return or exchange.
6.2
Please include your order number, the item(s) you wish to return or exchange, and the reason for your request.
6.3
We will respond with instructions on how to proceed, including the return shipping address.
6.4
Please do not send items back without first contacting us, as this may delay the processing of your return.
7.
Return Shipping Address
Once your return has been authorised, please send your item(s) to:
FIT PUP LTD
86-90 Paul Street, London, EC2A 4NE
8.
Refund Process
8.1
Refunds will be issued to the original payment method used at the time of purchase.
8.2
Please allow 5 to 10 business days for the refund to be processed after we have received your returned item.
8.3
You will receive an email confirmation once your refund has been issued.
8.4
If you have not received your refund within the expected timeframe, please check with your payment provider before contacting us.
9.
Non-Returnable Items
9.1
Personalised or custom-made items cannot be returned unless they are defective.
9.2
Items that have been used, worn, or are not in their original packaging may not be eligible for a return or may be subject to a reduced refund.
10.
Changes to This Policy
10.1
We may update this Return Policy from time to time.
10.2
The most recent version will always be available on our website.
10.3
Continued use of our services after changes are published constitutes acceptance of the updated policy.
11.
Contact Information