Return policy

Fantail’s Return Policy

If you’re not completely satisfied with your purchase, we’re here to help. You have 30 days from the delivery date to return your item for a full refund.

Want an exchange? Simply return the original item for a refund and place a new order for your preferred choice.

Fantail’s Hassle-Free Return Service:

• 30-day return window from the date of delivery.
• Free returns for EU countries for all products except the Elite Pouf with wooden frame (Note: Switserland is considered outside the EU and has different procedures).

Return Process Within the EU:

1. Register your return at https://fantail.shipping-portal.com/rp/
2. Print the return label.
3. Pack your item (following the return conditions) and attach the return label to the package.*
4. Drop off your parcel at a designated parcel shop for the carrier indicated on your shipping label.
5. Keep the postal receipt as proof of your return.
6. Once we receive the return, we’ll inspect the item to confirm it’s in its original, undamaged, unused condition with all labels intact (see below for details).
7. Refunds are issued within 15 days of receiving your returned item.

* Tip: If returning fewer items than were in the original order, please use a smaller box that fits just the items you’re returning.

Return Process Outside the EU

1. Use the contact form to notify us of your intention to return an item.
2. Once your return request has been approved, you will receive the return instructions from our customer service team.
3. Please securely pack the item in accordance with the return conditions and clearly label the parcel.*
4. The customer is responsible for arranging and paying for the return shipment.
5. Return the parcel using a carrier of your choice and keep the postal receipt and tracking information as proof of return.
6. Upon receipt, we will inspect the item to ensure it is in its original, unused condition with all labels intact (see below for details).
7. Refunds are issued within 15 days of receiving and approving the returned item.

*Original shipping costs, customs duties, import taxes, and return shipping costs are non-refundable. Any customs charges incurred during the return process may be deducted from the refund amount.

* Tip: If returning fewer items than were in the original order, please use a smaller box that fits just the items you’re returning.

Return Process – Elite Pouf with Wooden Frame

Due to the size and nature of the Elite Pouf with Wooden Frame, special return conditions apply.

1. Use the contact form to notify us of your intention to return the product.
2. Once your return request has been approved, our customer service team will provide you with detailed return instructions.
3. The product must be carefully repackaged in its original packaging, including all protective materials, and returned in its original, unused condition.*
4. The customer is responsible for arranging and paying for the return shipment.
5. As this is a large and fragile item, we strongly recommend using a tracked and insured shipping service.
6. Any damage resulting from insufficient packaging during the return transport may result in a partial refund or rejection of the return.
7. Upon receipt, we will inspect the product and packaging to ensure it meets our return conditions.
8. Refunds are issued within 15 days of receiving and approving the returned item.

*Please note that the original shipping costs, return shipping costs, customs duties, import taxes, and any special handling fees are non-refundable. If the product is returned damaged, disassembled, used, or without its original packaging, we reserve the right to deduct an appropriate amount from the refund or refuse the return.

Return Conditions:

We’re happy to accept your return as long as the following conditions are met:

• The return is registered within the 30-day return window.
• The package is returned using our official returns service to ensure safe tracking.

For Dog Products (cushions, covers, and blankets):

• For hygienic reasons, items must be unused, free from pet hair and odors, unwashed, and in perfect, undamaged condition.
• All original labels and tags must be attached and in excellent condition.
• The item must be returned in its original packaging, undamaged.

For Dog & Cat Accessory ( Springland, King Catnip and Frogg)

• For hygienic reasons, items cannot be returned and will not be refunded.

For Cat Products (cat climbers and components):

• Items must be unused, free from pet hair and odors, unwashed, and in perfect, undamaged condition.
• Original packaging is required but can be opened.
• All assembly toolkits (e.g., screws, allen keys, etc.) must be included in the original packaging and in their original state.

If any of these conditions aren’t met, we won’t be able to process a refund, and we’ll also be unable to return the item to you. We understand these rules are strict, but they’re necessary to ensure the highest quality for all our customers.

Additional Conditions:

• Shipping costs are non-refundable, except in cases where the wrong product was shipped or the product arrived damaged.
• For cat products, Fantail will withhold €15 per missing assembly toolkit from the refund amount.