Return & Exchange Policy

At TommyandBori.com , we want you and your pet to be completely satisfied with your purchase. If for any reason you are not happy with your order, we’re here to help.

Returns

Eligibility for Return:

• Items must be returned within 30 days of the delivery date.
• Items must be unused, unworn, unwashed, and in their original packaging with tags attached.
• For health and hygiene reasons, certain items such as pet beds, grooming products, and personalised items cannot be returned unless faulty.

 

Return Process:

• To initiate a return, please contact our Customer Service at info@tommyandbori.com with your order number and the reason for the return.
• We will provide you with a return authorisation number and detailed instructions on how to return the item.
• You are responsible for return shipping costs, unless the item is defective or we made an error with your order.

Refunds:

• Once we receive your returned item, we will inspect it and notify you of the status of your refund.
• If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7–10 business days.

Exchanges

Exchange Process:

• If you need a different size, colour, or a different item, please follow the return process outlined above and place a new order for the item you wish to receive.
• We will issue a refund for the returned item, and you can then purchase the correct item separately.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days of delivery at info@tommyandbori.com with photos of the damage or defect, and we will arrange for a replacement or refund.

Non-Returnable Items

The following items are not eligible for return or exchange: Personalised items (e.g., custom-engraved tags) Grooming products (for hygiene reasons) Items marked as final sale. We reserve the right to refuse returns that do not meet the above conditions.