Refund Policy

We have a 10 day return policy, which means you have 10 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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please note we do not refund or exchange perishable items such as baked items and treats.

To start a return, you can contact us at emma@tailwagtreats.com.au If your return is accepted, return postage is payable by customer. Items sent back to us without first requesting a return will not be accepted. A 10% order value restocking fee applies.

You can always contact us for any return question at emma@tailwagtreats.com.au.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. All damaged item claims must be issued to us within 24 hours of delivery of your order as per the tracking we sent with your order.

 

Exceptions / non-returnable items
Certain types of items cannot be returned or refunded, like perishable goods (such as food, treats, baked goods) and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

We will not refund local pick-up orders if they have not been collected after 30 days.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
If you would like to exchange an item, please contact us to arrange. Once the returned item has been inspected and approved, we will then process the exchange.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund.