Please note: This policy applies to products bought directly from the Tandem Pet Limited (“Tandem”) website, tandem.pet. If you bought Tandem from a retailer, see “Bought from a retailer?” below.
We want you and your pet to be happy with your Tandem purchase and aim to make the returns process as seamless as possible. When you receive your order, please check that the goods received match your order before opening products.
Our money-back guarantee
Love it, or your money back. If your dog won’t eat it, or you’re not happy with the results, email us at hello@tandem.pet and we’ll refund you in full. There’s no time limit and no questions asked. Our team will walk you through the next steps.
If your dog has a reaction to any product, stop using it, check in with your vet, and let us know.
Bought from a retailer?
This guarantee applies to products bought directly from tandem.pet. If you bought Tandem from a retailer, contact us at hello@tandem.pet and we’ll send you a discount code for the value of your purchase to use on our site.
Defective or faulty product
We apologise if you have received an item that is not up to expectations or has been damaged in the post. This can be frustrating (especially when you are excited about your Tandem order), and we will resolve any issues as quickly as possible.
Please contact us at hello@tandem.pet, tell us what the issue or defect is and, if possible, include photos. The team will advise you on the next steps.
Items will be replaced with the same item originally purchased, or you can choose to return the faulty item(s) and receive a full refund. We will supply you with a return shipping label at no cost to you.
Please note: Faulty or damaged items must be reported within 14 days of receiving your order.
Important information
Where we ask for a faulty item to be returned, Tandem must receive it within 14 days of the claim being made. A replacement product will only be shipped after the faulty item has been received by Tandem, unless our Customer Experience Team advises otherwise.
Refunds for returns and exchanges will be processed by Tandem within 72 hours of receiving the item at our warehouse.
For items that do not require a return, refunds will be processed within 24 hours. It can then take up to 48 hours for the money to be credited by the bank into your account. The refund will be issued to the payment method you originally used.
If you feel your return falls outside this policy, please contact us at hello@tandem.pet to check whether it can be accepted. Our aim is to keep our customers happy and we will work hard to resolve any issues.
