Returns
We want you to love what we make. Most of what we sell is created uniquely for you, so how returns work depends on which kind of item you have bought.
Custom and made-to-order items
All our items, with the exception of bags, chargers, bows and chains, pins and T-shirts, are custom made and are classified as such for the purposes of returns.
Because these items are made to your specification or are clearly personalised (for example to your reference sheet, chosen colours, fur, pattern, measurements or length), they are exempt from the 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This means we are not obliged to accept a change-of-mind return on them. This does not affect your legal rights if an item is faulty or not as described.
We are not obliged to accept returns of custom items, but we may, entirely at our discretion, choose to do so. Where we agree to a return, the following will apply:
- A return request must be made within 7 days of receiving your order.
- Returned items must be unused and unworn. This condition does not apply where an item is faulty or not as described.
- Our items are sold with free shipping to most of the world, so there is no separate delivery charge to refund. If you live outside of the Free Shipping area, your shipping fees are not refundable. The cost of returning an item to us is your responsibility.
- Once the item is back with us, we will refund its price minus a charge for any custom work already undertaken, for example a cover, a special length, fur or pattern, or airbrush fees.
- Priority Making fees are non-refundable, as are charges for special or premium furs.
- Non-moving Ears are made up individually for each customer and are non-refundable.
- MiWings orders cannot be refunded.
- Where a third party has made part of your order, for example custom covers for EarGear or horns, these cannot be refunded by us and may be subject to a separate returns policy.
Standard stock items
This section applies only to bags, chargers, bows and chains, pins and T-shirts.
If you are a consumer, you have the right to cancel your order for these items for any reason within 14 days, starting the day after you receive them, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
- To cancel, let us know within 14 days of receiving your order. You then have a further 14 days to send the item back to us.
- You are welcome to handle these items as you would in a shop, to check their nature and how they work. If an item is returned showing use beyond that, for example worn to an event, we may reduce your refund to reflect the loss in its value.
- Our items are sold with free shipping to most of the world, so there is no outbound delivery charge to refund. If you live outside of the Free Shipping zone, the shipping cost is not refundable. The cost of returning the item to us is your responsibility.
- We will refund you within 14 days of receiving the item back.
Cancellations (orders not yet shipped)
Custom and made-to-order items
If you have paid for a custom item and it is in our making queue, you may still cancel, but how much we can refund depends on how far we have progressed. Because these items are made to your specification, we will make deductions for work already done, especially where fur, feathers or 3D printing have been used. We will let you know how far along we are. Priority Making fees and charges for special furs are non-refundable. Orders cancelled very close to their estimated shipping date will usually incur a 40% fee to cover the work done, which includes our administrative costs and payment processing fees.
Standard stock items
This applies only to bags, chargers, bows and chains, pins and T-shirts. You may cancel an order for these items at any time before they are dispatched, and up to 14 days after delivery, and receive a full refund of the price paid. The work-in-progress deductions and the 20% fee above do not apply to these items.
Layaway
If you have opted to put money away with us (we call that a “Layaway payment”) you may cancel before your payment is complete. However, our transaction fees to receive and send the payments will be deducted from your refund. You may also cancel after you have completed your payments. This would then be subject to the Cancellations policy above.
Gift cards
Gift card purchases cannot be refunded, but can be exchanged, subject to the terms above.
Governing law
These terms, and any dispute arising from them or from your order, are governed by the law of England and Wales, and are subject to the non-exclusive jurisdiction of the courts of England and Wales.
Safety information
Handle your EarGear, MiTail or MiWings with care. They can be damaged, functionally impaired or broken if dropped, burned, punctured, crushed, disassembled or if exposed to liquid, excessive heat or other environmental conditions. EarGear and MiTail should be kept out of the reach of children and pets under 13 years of age when unsupervised.
Only use the supplied charging equipment for your Tail Company gear. Use of incorrect charging apparatus that does not meet international standards can cause fire, electric shock, injury or damage to you or the gear or other property. Whilst powerbanks and other chargers can be connected to our gear, we can accept no responsibility for their use or for any damage they may cause, either electrical or to the connections on your gear, such as the USB socket.
Do not charge EarGear, MiTail or MiWings unattended. If at any time the items give off an odour, exude smoke, or show other signs of damage, stop using the items immediately, and dispose of them in the correct manner.
Environmental Requirements
Operating temperature: -10 to 40 C / 14 to 104 F
Charging temperature: 10 to 30 C / 50 to 86 F
Storage temperature: 0 to 30 C / 32 to 86 F
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