Refund policy

Return and Refund Policy

At Wooltails we want you and your pet to love your sleigh bed. If something isn't right, here's exactly how we make it right.

1. Your 14-day right to cancel
You can cancel your order within 14 days of the day you (or someone you name) receive it, without giving any reason. If your order arrives in several parcels, the 14 days start when you receive the last one.

To cancel, simply email us at hello@wooltails.com with your name, order number and a clear statement that you want to cancel. You can also use the cancellation form at the bottom of this page, but you don't have to.

2. Sending the item back
After you tell us, please send the item back within 14 days. We'll reply with the return address. Please return it clean and, if possible, in its original packaging.

You pay the cost of sending the item back, unless it arrived damaged, faulty or wrong.

You can unpack and inspect the bed as you would in a shop. If it has been used beyond that, or is dirty or damaged, we may reduce the refund by the loss in value.

3. Your refund
We refund everything you paid, including the original delivery cost, within 14 days of receiving your cancellation. We may wait to send the refund until we've received the item back or you've sent proof that you've shipped it, whichever comes first.

Refunds go back to your original payment method, at no extra cost to you.

If you return only part of a bundle, we refund the amount you paid for the returned beds, with the bundle discount shared equally across all beds in the order.

4. Damaged, faulty or wrong item
If your order arrives damaged, faulty or isn't what you ordered, please email hello@wooltails.com with your order number and a photo. We'll send a free replacement or give you a full refund, your choice. You won't pay anything to return it.

5. 2-year legal guarantee
Every Wooltails product is covered by the EU legal guarantee for 2 years from delivery. If the product turns out to be faulty or not as described, contact us and we'll repair or replace it, or give you a refund. Normal wear and tear and damage from misuse are not covered.

6. Questions
Email hello@wooltails.com. We reply within 2 business days.

This policy does not limit your rights under EU and Lithuanian consumer law.

Cancellation form
(Only fill in and send this if you want to cancel your order.)
To: Wooltails, hello@wooltails.com
I hereby cancel my contract for the sale of the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Date: