Complaints Policy

Complaints Policy – Tails With Love

At Tails With Love, your satisfaction is extremely important to us. We recognise that sometimes things may not go perfectly. Below is how we handle complaints fairly and promptly.

1. How to Submit a Complaint

Please email us at [Insert Email] or complete the contact form on our site, stating your order number and describing your issue (with photos if applicable).

2. Acknowledgement

We’ll confirm receipt of your complaint within 5 working days, with a reference number.

3. Investigation & Review

We’ll investigate the matter, review your order, and request any additional information or photographs where needed.

4. Response & Resolution Time

We aim to provide a resolution or proposed next steps within 14 working days of acknowledgement.

5. Possible Outcomes

Depending on our findings, we may:

- Remake or repair the item,

- Offer replacement or alternative design,

- Offer partial or full refund (in line with our Terms).

6. Escalation

If you remain dissatisfied, you may refer your complaint to   Trading Standards -UK consumer law.

7. Record Keeping

We keep a log of all complaints and outcomes for internal review and improvement.