At Truffle Tribe, we take pride in creating premium, built-to-order dog collars with custom engraving. As each item is personalised and made specifically for you, our refunds and returns policy operates in line with UK consumer law regarding customised goods.
1. Made-to-Order and Personalised Products
Under the Consumer Contracts Regulations 2013, consumers do not have an automatic right to cancel or return an order for goods that are made to the consumer’s specifications or are clearly personalised. As such, we are not obliged to offer refunds, exchanges, or cancellations once an order has been placed and production has begun.
2. Faulty, Damaged, or Incorrect Items
In accordance with the Consumer Rights Act 2015, if your item arrives damaged, faulty, or not as described, you are entitled to a replacement or refund.
If you believe there is an issue with your order, please contact us within 14 days of receiving your item by emailing [email protected] with the following details:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
3. Returns Process
If we confirm that your item qualifies for a return due to fault, damage, or error, we will provide return instructions. The item must be returned to us in its original condition, unused, and securely packaged.
Upon receipt and inspection of the returned item, we will either:
- Dispatch a replacement product at no additional cost
or - Issue a full refund, including standard postage costs (if applicable)
Please note:
We do not cover return postage costs unless the item is confirmed as faulty, damaged, or incorrect.
4. Contact Details
For any returns or refund queries, please contact our team at:
Email: [email protected]
We aim to respond to all enquiries within 2–3 working days.
5. Policy Updates
We reserve the right to update this policy from time to time. Any changes will be posted on this page with a revised effective date.
