FREE DELIVERY TO PARCEL LOCKERS FOR ORDERS OVER 30 EUR (ALL BALTIC COUNTRIES)

Refund policy

  1. We carefully select all our products to ensure that pet owners and their four-legged friends receive high-quality, completely safe products that bring them the greatest possible joy.
  2. However, we understand that there may be occasions when you wish to return or exchange a purchased product because of a defect. All our products come with a warranty. If you purchased a product from our store and are not satisfied with its quality, you have the right to return it for a refund or exchange it for another suitable product.
  3. You may notify us of any defects resulting from manufacturing faults or other defects that existed at the time of purchase within two years of the purchase date. Products from certain manufacturers, such as Ruffwear, even come with a lifetime warranty.
  4. Naturally, the warranty cannot apply if your four-legged friend chews up the product—we know a few little troublemakers who enjoy doing just that. We also expect you to take care of your purchases, as they appreciate a little attention. The warranty will not apply in cases of normal wear and tear, improper use, damage caused by external factors, mechanical damage, failure to follow the instructions for use, or use for purposes other than those intended—for example, a jacket designed for a four-legged friend generally cannot be worn by their two-legged owner.
  5. We or the manufacturer may need to inspect the product to determine whether the defect was caused by the manufacturer or occurred after the product was purchased. In such cases, we may ask you to send the product to us. We will cover all associated costs if the product qualifies for repair or replacement under warranty.
  6. Although we think our products are simply the best, we know that sometimes a purchase may simply not be to your liking or may not be suitable for you. If that happens, don’t worry! You may return an unsuitable, unused product in its original, undamaged packaging within 14 days of purchase. We will gladly accept it and offer you an exchange or a refund of the price paid. Better still, you will not even need to worry about shipping—leave that to us, at our expense.
  7. We also understand that some products may need to be removed from their packaging so that you can properly inspect and assess them. To keep the packaging undamaged, however, we recommend not letting your four-legged friend open it. Once the product has been returned, you will receive your refund within five days at the latest—usually sooner.
  8. If you contact us regarding a return, exchange, or warranty claim, please remember to include your proof of purchase and contact details. You can always reach us by email at info@urbantails.lt. Products may also be returned to our physical store at J. Balčikonio g. 3, Vilnius. The easiest way to find us is simply to enter “Urban Tails” into your favorite navigation app.
  9. We and our pets always comply with the laws of the Republic of Lithuania. In addition to all the rights mentioned here, you naturally retain all other rights granted to you by law.
  10. Finally, we always want to take care of all our customers and their four-legged friends. Therefore, even if you do not intend to exchange a product or make a warranty claim, you are always welcome to send us feedback or ask us any questions you may have.