Refund policy

EU Right of Withdrawal

Under EU Directive 2011/83/EU, consumers generally have the right to withdraw from a purchase within 14 days. However, this right does not apply to goods that are made to the consumer’s specifications or clearly personalized.

Because all TailUp products are made-to-order, the right of withdrawal does not apply once production has started.

Cancellations

Orders are sent to production immediately after checkout. Once production has begun, orders cannot be canceled or changed.

Returns & Refunds

We only offer replacements or refunds if:

  • The product is defective

  • The product is damaged upon arrival

  • The wrong item was sent

To report an issue, please contact us within 7 days of receiving your order and include clear photos of the issue.

Non-Returnable Items

We do not accept returns or refunds for:

  • Change of mind

  • Incorrect size selection

  • Minor color or print variations

  • Shipping delays caused by carriers or customs

Refund Processing

Approved refunds will be processed to the original payment method within 14 days, in accordance with EU regulations.