Refund policy
Returns Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You'll also need your receipt or proof of purchase.
To start a return, please contact us at hello@tigersontheloose.com before sending anything back. Items sent back without first requesting a return will not be accepted. If your return is approved, we will provide you with the return address and instructions on how to send your item back. Please note that return postage costs are the responsibility of the customer and will not be refunded or offset against any new purchase. We do not provide prepaid return shipping labels.
Damages and issues
Please inspect your order as soon as it arrives. If your item is defective, damaged, or incorrect, please contact us at hello@tigersontheloose.com within 7 days of receipt with a photo of the issue. We will assess the problem and do our best to make it right, whether that is a replacement or a refund. We are unable to accept damage claims raised more than 7 days after delivery.
Exceptions — Non-Returnable Items
The following items cannot be returned or exchanged under any circumstances:
- Personalised and custom printed cards and merchandise, as these are made to order specifically for you
- Perishable goods such as food, flowers, and plants
- Items containing seeds or natural botanical materials
- Sale items and items purchased with a discount code
- Gift cards
- Items that have been used, written in, or are not in their original condition and packaging
If you are unsure whether your item is eligible for a return, please contact us at hello@tigersontheloose.com before sending anything back. Items returned without prior authorisation will not be accepted and may be returned to the sender at their own cost.
Exchanges
We are happy to exchange non-personalised items within 30 days of receipt, provided they are returned in their original condition and packaging. To request an exchange, please contact us at hello@tigersontheloose.com before sending anything back. Return postage costs are the responsibility of the customer and will not be refunded or offset against any new purchase. Please note that personalised and custom printed cards and merchandise cannot be exchanged as these are made to order specifically for you.
Refunds
Once we have received and inspected your return, we will notify you whether your refund has been approved. If approved, your refund will be processed to your original payment method within 10 business days, excluding the original shipping cost. Please note that return postage is the customer's responsibility and is non-refundable in all cases except where the item is faulty or incorrectly sent.
Personalised and custom printed items are non-refundable unless they arrive damaged or defective. If your item is faulty, please contact us at hello@tigersontheloose.com with a photo within 7 days of receipt and we will put it right.
If more than 15 business days have passed since your refund was approved, please contact us at hello@tigersontheloose.com.
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