Refund policy

Last updated 24 March 2025

Most of our returns are sizing returns, and we would rather swap a harness than have a dog wearing one that does not fit. Tell us within 30 days of delivery and we will take it back.

The short version

30 days from the delivery date to tell us you want to return something.
Items must be unused and in their original packaging. A harness that has been on a dog outdoors is not unused.
Email info@romptail.com with your order number and which items you are returning. We will reply with the correct return address — please do not send anything back before you have it.
Return postage is yours unless the item is faulty, damaged or not what you ordered, in which case it is ours.

Refunds

Once the return reaches us we inspect it and refund within 10 business days, to the original payment method. Your bank may take a few days more to show the credit. We email you when the refund is issued.

Original outbound shipping is refunded only where the whole order was faulty, damaged or wrongly sent. Where you paid a shipping charge and are returning part of an order, that charge is not refunded.

Sizing returns

If a harness or a pair of boots does not fit, try it indoors on a clean floor first, keep the packaging, and tell us the chest girth or paw width you measured. Nine times out of ten we can tell you which size to order instead. Items tried on indoors and kept clean count as unused.

Damaged or faulty on arrival

Send a photograph to info@romptail.com within 14 days of delivery. We will replace the item or refund it, whichever you prefer, and you will not need to post the damaged one back.

Wear is not a fault

A harness is a consumable. A hard-pulling dog will wear one out over a couple of years, webbing fades in strong sun, and a washed finish lightens. None of those are faults. Broken stitching at a load point, a buckle that creeps open, or hardware that fails are faults, and we replace them.

Items we cannot take back

Anything used outdoors, washed, or altered.
Items returned without their packaging.
Ear muffs that have been worn, on hygiene grounds.
Anything returned more than 30 days after delivery without prior agreement.

Exchanges

We do not process direct exchanges. Return the item for a refund and place a new order — it is faster than holding stock against an incoming parcel.

Your statutory rights

If you are in the United Kingdom or the European Union you have a right to withdraw from the contract within 14 days of receiving the goods, without giving a reason. That right sits alongside the 30-day policy above, not instead of it, and nothing here limits your statutory rights.

Cancelling an order

If your order has not shipped, email us with the order number and we will cancel and refund it in full. Once it is with the carrier we cannot recall it, but you can return it under this policy.