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 (Note: Norway and the UK are considered outside the EU and have 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. Email us at [info@fantail.eu] to request a return.
  2. Our customer service team will provide you with a return shipping label.
  3. Print the return label.
  4. Pack your item (following the return conditions) and attach the return label to the package.*
  5. Drop off your parcel at the designated parcel shop for the carrier specified on your shipping label.
  6. Keep the postal receipt as proof of your return.
  7. Upon receipt, we’ll inspect the item to ensure it’s in its original, unused condition with all labels intact (see below for details).
  8. 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 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 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.