Refund policy
Return & Refund Policy
At Halo&Tail, every piece we make is created specifically for you — inspired by your pet, made by hand, and shaped by the photographs and details you share with us. Because each item is a one-of-a-kind custom creation, we are generally unable to accept returns or exchanges once production has begun.
We appreciate your understanding, and we're always here to make things right.
Custom & Personalised Items
As all Halo&Tail products are made to order and personalised to your specifications, they are non-refundable and non-exchangeable under standard circumstances. This includes all handcrafted keepsakes, portraits, jewellery, wool felt figurines, polymer clay sculptures, ceramic pieces, and any item made using your pet's photos, name, or likeness.
This policy exists not to limit you, but because each creation is made with care and cannot be resold or repurposed. By placing an order, you acknowledge and agree to this policy.
Damaged or Defective Items
We take the quality of every item very seriously. If your order arrives damaged due to shipping or contains a manufacturing defect, please contact us within 7 days of delivery at info@haloandtail.com with:
- Your order number
- A clear description of the issue
- Photographs of the damage (including the packaging if damaged in transit)
We will assess your claim promptly and, where a defect or shipping damage is confirmed, we will arrange a replacement at no cost to you. Please note that minor natural variations in texture, colour tone, or surface finish that are inherent to handcrafted work do not constitute defects.
We do not offer refunds or replacements for:
- Change of mind
- Incorrect sizing or style selected at checkout
- Dissatisfaction with artistic interpretation (where we have stayed true to the reference photos provided)
Cancellations
Orders may be cancelled for a full refund within 24 hours of purchase, before production begins. Once an order enters production, cancellations are no longer possible. To request a cancellation, please email info@haloandtail.com as soon as possible.
European Union — Custom Goods Exemption
As all Halo&Tail products are custom-made to your personal specifications, they are exempt from the standard 14-day right of withdrawal under the EU Consumer Rights Directive (2011/83/EU). This exemption applies because each piece is made exclusively for you and cannot be returned to general stock.
Contact Us
For any questions about your order or our policy, please reach out at any time:
📧 info@haloandtail.comWe'll always do our best to take care of you.