Refund policy
30-day return policy
You may request a return within 30 days after you receive your order. This voluntary 30-day period includes and extends the statutory 14-day right of withdrawal available to consumers in the European Union and European Economic Area. Mandatory consumer rights always remain unaffected.
EU legal guarantee
How to request a return
Email support@thetailclawshop.com with your order number and a clear statement that you want to return the product. A reason is not required for a change-of-mind return. We will provide the return instructions and the correct return destination for your order. Please do not send a parcel before receiving those instructions.
After notifying us, send the goods back without undue delay and, for EU/EEA statutory withdrawals, no later than 14 days after your notice. Keep proof of postage until the return is completed.
Condition of returned goods
You may inspect and handle a product as you reasonably would in a shop. Please return it with all supplied parts and accessories. Original packaging is helpful but is not an absolute condition of your statutory rights. We may deduct an amount for diminished value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.
Return costs for a change of mind
For a change-of-mind return, you are responsible for the direct return shipping cost unless we agree otherwise. Products that can normally be posted may be returned using a carrier of your choice after receiving our instructions. For bulky goods that cannot normally be returned by post, contact us before ordering so we can provide a destination-specific estimate of the return cost.
Refund timing
We will reimburse eligible payments, including the cost of our least expensive standard delivery option, no later than 14 days after we receive your withdrawal notice. We may withhold reimbursement until we receive the returned goods or you provide evidence that they have been sent, whichever occurs first. Refunds are issued to the original payment method unless another method is expressly agreed. Extra delivery costs for a premium delivery option are not refundable.
Faulty, damaged or incorrect goods
If a product is faulty, damaged in transit, incorrect or not as described, contact us as soon as reasonably possible. Photos can help us resolve the case quickly, but failure to report within 48 hours does not remove statutory rights. Where the legal guarantee applies, the seller is responsible for providing the remedies required by law, which may include repair, replacement, price reduction or refund. The seller covers necessary return costs for faulty, damaged or incorrect goods. EU consumers have a minimum two-year legal guarantee of conformity; national law may provide longer protection.
Exceptions
The right of withdrawal does not apply where the law provides an exception, including goods made to your specifications or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. These exceptions do not limit rights relating to faulty, damaged or misdescribed goods.
Order cancellation
Contact us promptly if you need to cancel an order. We will cancel and refund it if fulfilment has not begun. If dispatch can no longer be stopped, you may use the return process above after delivery.
Model withdrawal statement
You may use the following wording: “I hereby give notice that I withdraw from my contract for the sale of the following goods: [product and order number], ordered on [date] and received on [date]. Consumer name: [name]. Consumer address: [address]. Date: [date].” Send it to support@thetailclawshop.com.
Contact
The Tail&Claw Shop
Email: support@thetailclawshop.com
Phone: +371 29 550 950
Postal address: Bitēnu iela 8, Berģi, LV-1024, Latvia
Last updated: 7 September 2026.