Refund policy

Returns & Refunds

We want you and your pet to be happy with what you ordered. If something isn’t right, here’s how returns work at Tailside.

Return window

You have 30 days from the date your order is delivered to request a return. Requests made after 30 days can’t be accepted.

Condition of returned items

Items must be unused, in the condition you received them, and in their original packaging. We may decline a return if an item comes back used, damaged, or missing parts for reasons that aren’t our error.

Items we can’t accept back

For hygiene and safety reasons, the following can’t be returned once used:

• Grooming tools — brushes, clippers, trimmers, nail grinders and similar

• Collars, harnesses and leads that have been worn

• Bowls, mats and any item that has come into contact with food or water

These items can still be returned if they are unused and unopened, or if they arrive damaged or faulty.

Return shipping

If you’re returning an item because you changed your mind, you cover the cost of return shipping. We recommend a tracked service — we can’t refund an item that doesn’t reach us.

If your item arrived damaged, faulty, or is not what you ordered, we cover return shipping and you won’t be out of pocket. Email us with a photo and we’ll sort it out.

Restocking fees

We don’t charge restocking fees.

How to start a return

Email us at [YOUR SUPPORT EMAIL] with your order number and a short note about the problem. If your item arrived damaged or faulty, please include a photo. We’ll reply with return instructions.

Please don’t send an item back before contacting us — returns sent without instructions can’t be processed.

Refunds

Once your return arrives and has been checked, we’ll email you to confirm. Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few days beyond that to post it to your account.

If more than 15 business days have passed since we confirmed your refund and you still haven’t seen it, get in touch.

Damaged or incorrect orders

Please check your order when it arrives. If anything is damaged, faulty, or wrong, contact us as soon as you can and we’ll make it right.

Cancellations

If you need to cancel, email us as quickly as possible. We can usually cancel an order that hasn’t shipped. Once it’s on its way, it falls under the return process above.

Exchanges

The fastest way to exchange something is to return the original item and place a new order once your return is approved.

We have a 30-day return policy, which means you have 30 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.

To start a return, you can contact us at fmanterola2005@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at fmanterola2005@gmail.com.

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.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

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

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at fmanterola2005@gmail.com.