Refund policy

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Every item at Noble & Tail is personalised and made to order specifically for you. This policy explains what that means for cancellations, returns, and what happens if something goes wrong.

1. Cancellations

You can cancel your order free of charge within 24 hours of placing it. After that window, design work has usually already begun, so we may not be able to offer a full refund on cancellation — email us at hello@nobleandtail.co as soon as possible and we'll always try to help where we can.

2. Returns on personalised items

Because every item is made to your own specification — your photo, your pet's name, your chosen options — we're unable to accept returns simply for a change of mind once production has started. This is standard practice for personalised and made-to-order goods, and is recognised under UK consumer law (the Consumer Contracts Regulations 2013 exempt personalised or made-to-specification goods from the standard 14-day cancellation right).

We build in safeguards so this rarely matters in practice: you'll always see a live preview or a free design proof, with up to 3 rounds of revisions, before your order goes into production — so you have every chance to get it right before anything is made.

3. Damaged, faulty, wrong, or lost items

If your order arrives damaged or faulty, isn't what you ordered, or doesn't arrive at all, we'll put it right — a replacement or a full refund, your choice. Just email hello@nobleandtail.co within 7 days of delivery (or of the expected delivery date, for a lost order) with your order number and a photo of the issue where relevant, and we'll take it from there.

4. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer. Under the Consumer Rights Act 2015, you're entitled to a repair, replacement, or refund if goods are faulty, not as described, or not fit for purpose — regardless of the personalised nature of the item.

5. How refunds are processed

Approved refunds are issued to your original payment method, usually within 5–10 business days of approval. You'll receive an email confirmation once it's on its way.

6. Contact us

Questions about an order? Email hello@nobleandtail.co or write to us at Noble & Tail, Aston Triangle, Birmingham, B4 7DA, United Kingdom.