Refund policy

At TailWell, your happiness and your pet's comes first. If you are not completely satisfied with your order, we are here to help.

 

Returns

You have 30 days from the day your order arrives to request a return. To be eligible, items must be unused, in their original condition, and in the original packaging. Personalised items (such as custom-engraved pet ID tags) cannot be returned unless they arrive damaged or faulty.

 

How to start a return

Email us at support@tailwell.store with your order number and the reason for the return. We will reply within 24-48 hours with the next steps. Please do not send items back before contacting us.

 

Refunds

Once we receive and inspect your returned item, we will let you know if your refund is approved. Approved refunds are issued to your original payment method within 5-10 business days. Depending on your bank, it may take a few extra days for the funds to appear.

 

Damaged, faulty, or wrong items

If your order arrives damaged, faulty, or incorrect, contact us within 7 days of delivery with a photo. We will arrange a free replacement or a full refund, and in most cases you will not need to return the item.

 

Return shipping

Unless the item was faulty or sent in error, return shipping costs are the customer's responsibility. We recommend using a tracked service, as we cannot guarantee receipt of un-tracked returns.

 

Cancellations

Orders can be cancelled within 12 hours of purchase, before they are sent for fulfilment. After that, the order may already be on its way and can no longer be cancelled.

 

Need help? Email support@tailwell.store and we will be happy to help, 7 days a week.