Refund policy

Refund & Returns Policy

At Tailzo, we want you and your pet to be 100% happy with your journey with us. We understand that sometimes things aren’t quite right, and we are here to help.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Faulty or Damaged Items

If an item arrives damaged or develops a fault, please let us know as soon as possible.

  • Process: Contact us via our Contact Page within 7 days of delivery.

  • Evidence: Please include your order number and clear photos of the fault or damage.

  • Resolution: Once verified, we will arrange for a replacement to be sent out at no cost to you, or issue a full refund to your original payment method.

3. Change of Mind

We want you to shop with confidence, but because we ship directly from our specialized Australian suppliers to keep costs low, we handle "Change of Mind" returns on a case-by-case basis.

  • Window: You must contact us within 14 days of receiving your item.

  • Return Shipping: For change of mind returns, the customer is responsible for the cost of return shipping to our designated Australian warehouse.

  • Change of mind returns will incur a restocking fee of 15%. The shipping portion of your order is non-refundable.

    We cannot accept change of mind returns for products under the following circumstances:

    • The product has been removed from the original packaging.
    • The product has labels or seals that have been removed.
    • The product has been visibly used in any way or is dirty/damaged
    • The product contains food or medication.
    • You received the item more than 14 days ago.

4. Incorrect Size (Apparel & Harnesses)

If you ordered a harness or coat and it doesn't fit your pet, we are happy to help you exchange it for the right size, provided the item is hair-free and in new condition. Please check our size guides carefully before ordering to ensure the perfect fit.

5. How to Start a Return

To start a return, please visit our Contact Page. Please do not send items back to the manufacturer address on the package without contacting us first, as this may delay your refund.