Return and Refund Policy

At Tieker, your satisfaction — and your pet’s comfort — is our top priority. We stand by the quality of our products with careful inspection and packaging, and we offer a fair and transparent return policy to ensure your peace of mind.

Please note that this policy applies only to purchases made directly from Tieker.co.uk. We are not responsible for any items bought from unauthorized third-party sellers.

1. Returns Due to Defective or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, please contact our customer service team within 7 days of delivery at service@tieker.co.uk, and include clear photos or video evidence of the issue.

After reviewing your case, we may provide:

  • A replacement, or
  • A full refund, depending on your preference.

a. Missing or Damaged Parts

If your item is missing components or contains damaged parts, we will:

  • Send out replacement parts, or
  • Offer a partial refund.
    If the missing part impacts the product’s usability and cannot be repaired locally, we’ll arrange a full replacement or refund.

b. Defective Functionality

If the product does not work properly:

  • We will first guide you through basic troubleshooting.
  • If unresolved, you can choose a refund or replacement.
  • If the product can be repaired locally, we may offer partial compensation for repair costs.

2. Returns Due to Change of Mind

We offer a 30-Day No-Quibble Return Guarantee, allowing you to return an item within 30 days of delivery if you decide it’s not right for you.

Conditions:

  • The item must be unused, in its original packaging, and in resalable condition.
  • Return shipping costs are the buyer’s responsibility.
  • If you request collection, a collection fee will apply depending on the item’s size and value.
  • Missed scheduled collections may incur additional fees.

We are unable to offer full refunds if:

  • The item has been used beyond 30 days.
  • It is missing parts or original accessories.
  • The returned product does not match the one originally shipped.

3. Return Process

To start a return, please email us at: service@tieker.co.uk
We’ll respond with return instructions and a shipping label if your request is approved.

⚠️ Items sent back without prior approval will not be accepted.

    4. Refunds

    Once your return is received and inspected, we will notify you of the approval status.

    If approved, your refund will be issued to your original payment method:

    a. PayPal

    Refunds typically reflect within 48 hours.

    b. Credit/Debit Card

    Please allow 7–14 business days depending on your card issuer.

    5. Exchanges

    We do not offer direct exchanges.
    If you’d like to swap for a different product, please place a new order and return the original item separately.

    6. Cancellations During Transit

    Once your order has been dispatched, it cannot be cancelled mid-transit.
    If you still wish to cancel, you will be responsible for return shipping and associated costs.

    7. Price Changes

    Our prices may fluctuate due to market conditions and inventory.
    We do not offer refunds or adjustments for price differences after purchase.

    Need Help?

    If you have any questions about your return or refund, please feel free to reach out:

    Email: service@tieker.co.uk
    Or visit our Contact Us page.