Refund policy

Thank you for shopping at cutetails.co.uk. Your satisfaction is our priority. We want you to be absolutely delighted with your purchase. If for any reason you're not, we're here to help.

5-Year Wood Quality Guarantee

At cutetails.co.uk, we take immense pride in the craftsmanship and durability of our handmade wooden products. We are pleased to offer a 5-Year Wood Quality Guarantee from the date of purchase, specifically focusing on the integrity of our Natural British Larch timber.

What Our Guarantee Covers:
This guarantee covers significant structural failure of the wooden components of your product (PeanuTable, NuttyRoad, BirdyBnb) that occurs during normal, intended outdoor use within typical UK weather conditions.

Specifically Covered:

  • Cracking or splitting in the natural larch timber that affects the structural integrity or functionality of the product.
  • Breakage of wooden components under normal usage conditions.
  • Manufacturing defects that lead to structural failure of the wood.

What's Not Covered:

  • Non-wooden accessories: This guarantee does not cover accessories such as umbrellas (Funbrellas), plastic/metal buckets (Snackets), or ropes.
  • Natural Weathering: Normal wear and tear, such as slight silvering/discoloration of the wood or minor surface check-splits.
  • Misuse: Damage caused by improper installation, accidents, neglect, or modifications.
  • Wildlife Damage: Damage from pests or animals not consistent with typical outdoor wildlife interaction.

How to Claim:
If you experience an issue, please contact our support team at cutetailscouk@gmail.com with your order number and clear photos/videos of the damage.

30-Day Free Returns

We offer a 30-day return policy and all returns are completely free. 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.

How to Start a Return:
To receive your FREE return label, please contact us at cutetailscouk@gmail.com. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon arrival. If the item is defective, damaged, or you received the wrong product, contact us immediately. We’ll evaluate the issue and make it right—either by replacing the damaged part, sending a full replacement, or offering a refund.

Non-Returnable Items

Personalised Items:
Customized or personalized items (with hand-burnt names or messages) are non-returnable. However, if they arrive damaged or faulty, they are fully covered under our "Damages and Issues" policy.

Refunds

Once we’ve received and inspected your return, we will notify you of the approval status. If approved, you’ll be automatically refunded on your original payment method within 10 business days. If more than 15 business days have passed, please contact us at cutetailscouk@gmail.com.