Refund & Returns Policy

At Tugz’s Tails, many of our products are handmade, modified or customised to order. Please read the following policy carefully before placing your order.

Nothing in this policy affects your statutory rights under UK consumer law.

Standard, Non-Personalised Products

If you purchase a standard, non-personalised product online, you may have the right to cancel your order within 14 days of receiving it, without giving a reason.

After notifying us that you wish to cancel, you must return the item within a further 14 days.

Returned products must be handled with reasonable care. We may make a deduction from the refund if the value of the goods has been reduced as a result of handling beyond what would reasonably be necessary to inspect the product.

Unless the product is faulty, damaged or incorrectly supplied, you are responsible for the direct cost of returning it to us.

Where applicable, your refund will include the cost of our standard delivery option. Any additional amount paid for an upgraded or express delivery method is not refundable beyond the cost of standard delivery.

Custom & Personalised Products

The right to cancel for a change of mind does not normally apply to goods that are made to your specifications or clearly personalised.

This may include, depending on the individual order:

• Custom colour combinations
• Bespoke internal finishes
• Customer-specified halo configurations
• Customer-specified RGB configurations
• Bespoke lighting layouts
• Other modifications or specifications requested specifically by the customer

Please check all specifications carefully before confirming a custom order.

If you wish to change or cancel a custom order, contact us as soon as possible. If work has not yet begun and materials have not been specifically ordered or prepared for your build, we may be able to accommodate the request at our discretion.

This does not affect your rights if a custom product is faulty, damaged, not as described or otherwise does not meet your statutory rights.

Made-to-Order Standard Products

Some Tugz’s Tails products are manufactured or prepared only after an order is placed but are sold in a standard specification.

Being described as “made to order” does not by itself mean that a product is personalised or made to your individual specifications.

Where a product is a standard, non-personalised item, your applicable statutory cancellation rights remain unaffected.

Faulty, Damaged or Incorrect Items

If your product arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible with:

• Your order number
• A description of the problem
• Clear photographs or videos showing the issue where appropriate

Goods must be of satisfactory quality, fit for purpose and as described.

Where you have a statutory right to a repair, replacement, price reduction or refund, we will deal with the issue in accordance with UK consumer law.

Damage caused after delivery through incorrect installation, misuse, modification, accidental damage or failure to follow installation instructions is not considered an inherent product fault.

Installation & Modified Products

Many Tugz’s Tails products are modified automotive lighting components.

Customers are responsible for ensuring products are installed correctly and are suitable for their intended application.

Where additional wiring is required, this will normally be stated in the relevant product description.

Damage caused by incorrect wiring, incorrect installation, modification after delivery or misuse may affect your ability to make a claim where that damage was caused by the customer rather than an existing defect in the product.

Nothing in this section limits your statutory rights in relation to faults that were present when the product was supplied.

Sale & Discounted Items

Purchasing an item during a sale, promotion or using a discount code does not remove your statutory rights.

Eligible standard, non-personalised products remain subject to the applicable cancellation and return rights.

Custom or personalised products remain subject to the custom-product provisions described above, regardless of whether they were purchased at full price or at a discount.

Change-of-Mind Returns

For eligible standard products, please contact us before returning anything.

Items should be returned securely packaged and, where reasonably possible, with their original packaging and included components.

Do not send products back without contacting us first, as we need to provide the appropriate return instructions.

Refunds

Once an eligible returned product has been received, or where applicable you have provided evidence that it has been sent back, your refund will be processed in accordance with applicable UK consumer law.

Refunds will normally be made using the original payment method unless otherwise agreed.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account after we have processed it.

Order Changes

Because many of our products require significant manual work and materials, please contact us as soon as possible if you need to change your order.

Changes requested after production has started may not always be possible and may incur additional costs where extra parts, materials or labour are required.

We will always confirm any additional charge with you before proceeding.

Build Times

Our custom and made-to-order lighting products typically have a 2–6 week build time, depending on the current production queue, parts availability and the complexity of the build.

This is a production estimate and is separate from shipping/transit time.

If an unexpected delay materially affects your order, please contact us and we will provide the latest available update.

Returning an Item

Before returning any product, please contact Tugz’s Tails through our website with your order number and reason for return.

We will then provide the appropriate return instructions and return address.

Please package returned items securely. We recommend using a tracked delivery service, particularly for higher-value products.

Your Statutory Rights

This returns policy is provided in addition to your statutory rights and does not restrict or exclude any rights that cannot legally be excluded under UK consumer law.

Last updated: 18 August 2026