Refund policy

Tuckbury Return and Refund Policy. Last updated 13 September 2026.

You have 30 days from the day your order is delivered to request a return.

Eligibility

To be eligible, the item must be unused, in the same condition you received it, and in its original packaging. Because of hygiene rules we cannot accept back items that have been used on an animal - for example a washed drying towel or a used paw cup - unless the item is faulty or was not as described.

Starting a return

Contact us first through the Contact page, quoting your order number. Do not send an item back before we have replied, because parcels that arrive without a reference cannot be matched to an order and cannot be refunded. We will reply within 2 business days with a return address and instructions.

Return shipping costs

If the item is faulty, damaged, incorrect or materially different from its description, Tuckbury pays the return shipping. If you are returning because you changed your mind or ordered the wrong size, you pay the return shipping. Original shipping charges, where any were paid, are not refunded on change-of-mind returns.

Refunds

Once your return arrives and has been inspected we will email you to confirm. Approved refunds are issued to your original payment method within 5 business days. Your bank or card issuer may take additional time to post the credit.

Damaged or incorrect items

Inspect your order when it arrives. If an item is damaged, defective or not what you ordered, contact us within 7 days of delivery with photographs of the item and its packaging. In most cases we will send a replacement and will not ask you to return the damaged item.

Items that cannot be returned

Used items (other than faulty ones), items returned more than 30 days after delivery, gift cards, and sale items marked as final sale.

Cancellations

If your order has not yet been dispatched we can cancel it and refund it in full. Once dispatched, it must be handled as a return.

Contact

Return requests are handled through the Contact page on this store. You can also email us at tuckburyshop@gmail.com. We reply within 2 business days, Monday to Friday.