Returns & Refunds Policy

At TailTeddy™, each item is made thoughtfully and tested in real scenarios. However, we understand that sometimes a product might not be the right fit, and that's completely okay. We handle every return fairly and honestly. This policy explains how returns and refunds work for items purchased from us.

When You Can Return an Item

You have 30 days from the date of delivery to request a return. To be eligible:

The item must be unused and in its original condition.
The packaging, manuals, and accessories must be unopened.
You must contact our support team first and request return authorization.

After approval, we will send you the return address along with packaging instructions. Please return the item using a tracked shipping service, and keep your tracking receipt until your refund has been processed.

Who Covers Shipping

Return shipping costs are the buyer's responsibility when a product is returned due to personal preference or a change of mind.
Return shipping costs may be covered if an incorrect, damaged, or defective item was delivered.
Original shipping costs (if any) are non-refundable.
If your order qualified for free shipping but you choose to return all items, the standard delivery fee may be deducted from your total refund amount.

How Refunds Work

After we receive and inspect your return, we will issue a refund to your original payment method within 5 to 10 business days. Depending on your bank or card provider, it may take an additional 3 to 5 days for the funds to appear in your account.

Items We Cannot Accept

For safety and hygiene reasons, we are unable to accept returns on the following:

Used items such as dishes, feeders, or grooming supplies.
Items missing their original packaging or components.
Gift cards or promotional items.
Clearance or final-sale items.

If an item arrives with a manufacturing defect, that is a different matter. We will repair, exchange, or refund it right away, provided you supply proof of the defect.

Damaged or Incorrect Orders

If your order arrives damaged or is not what you ordered:

Contact us within 48 hours of delivery.
Provide clear photos of the damage along with your order number.

We will verify the issue promptly and send you either a replacement or a full refund. In some cases, we may not require the item to be returned.

Exchanges

We do not currently offer direct exchanges. If you would like a different product, simply return the original item under this policy and place a new order.

Cancelling an Order

If you need to cancel an order before it has been dispatched, please reach out to us as soon as possible. If the order is already in transit, you may return it upon arrival following our standard return process. If you refuse to collect the order at the time of delivery, the return shipping cost will be deducted from your refund.