Returns Policy – Tandem
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Returns Policy

Please note: The following policy applies only to products purchased directly through the Tandem Pet Limited (“Tandem”) website. For products purchased through resellers and retailers, you may contact our Customer Experience Team, who will assess your complaint on a case-by-case basis and advise you of the next steps. 

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 ensure you check that the goods received match your order before opening products.

 

Change of Mind

If you find that you have ordered a product to which your pet does not like the taste/texture or has an adverse reaction, we offer a 30-day money-back guarantee. You must send the product back to us at your own expense within 30 days of receiving it.

To lodge a return, please contact us at hello@tandem.pet. Our team will walk you through the next steps. Once the product is received at our warehouse, we can arrange a refund or exchange for another product.

 

Please note: We will review each claim in a case-by-case nature. We are only able to refund items purchased directly from Tandem. For items purchased through third-party suppliers, we will supply a discount code to be used on our site to the value of your purchase.

 

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 attempt to resolve any issues as quickly as possible. 

Please contact us at hello@tandem.pet, detail what the issue/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 opt 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: This must be within 14 days of receiving your order.

   

Important Information

Tandem must receive any returns within 14 days of the claim being made. A replacement product(s) will only be shipped after the faulty item has been received by Tandem unless stated otherwise by our Customer Experience Team.

Refunds for returns and/or 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 customer accounts. The refund will automatically be issued to the account by which the customer originally paid.

If you feel that your return falls outside of our policy, we encourage you to contact us at hello@tandem.pet to confirm if your return can be accepted. It’s our aim to keep our customers happy and we will work hard to resolve any issues.


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