Returns & Refund Policy

Thank you for shopping with Tiny Tails Co. We want you and your pet to be happy with your purchase. This policy explains how returns, exchanges and refunds are handled.

Change-of-Mind Returns

We accept eligible change-of-mind returns requested within 30 days of the order being delivered.

To qualify for a change-of-mind return, the product must be:

Unused, unworn and undamaged
In its original packaging
In a resalable condition
Returned with all included accessories, instructions and components
Accompanied by proof of purchase

To request a return, email tinytails.co@outlook.com with your order number and reason for the return.

Please do not send a product back before receiving return instructions from us. Returns sent without prior approval may experience delays or may not be accepted.

Change-of-Mind Return Costs

Customers are responsible for return shipping costs for change-of-mind returns.

Original shipping charges are not refundable unless required by law. If your order received free shipping, the original shipping cost will not be deducted from your refund.

We recommend using a tracked shipping service, as Tiny Tails Co. cannot accept responsibility for change-of-mind returns that are lost or damaged while being sent back.

Products That Cannot Be Returned for Change of Mind

Unless faulty or otherwise covered by the Australian Consumer Law, we cannot accept change-of-mind returns for:

Products that have been used, damaged or altered
Opened products that cannot be resold for hygiene reasons
Personalised or customised products
Gift cards
Clearance or final-sale products where this was clearly stated before purchase
Products returned without their original packaging or included components

These exclusions do not limit any rights you may have under the Australian Consumer Law.

Faulty, Damaged or Incorrect Products

If your product arrives faulty, damaged, unsafe, significantly different from its description or is not the product you ordered, contact us as soon as possible at tinytails.co@outlook.com.

Please include:

Your order number
A description of the issue
Clear photographs or video showing the problem
Photographs of the packaging and shipping label, where relevant

Please retain the product and its packaging while the issue is being assessed.

We may need to inspect the product or request additional information before confirming the appropriate remedy.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major problem, you may be entitled to choose a refund or replacement. A major problem may include a product that is unsafe, substantially different from its description or unable to perform its normal purpose and cannot easily be fixed within a reasonable time.

If the problem is minor, we may choose to provide a repair, replacement or another appropriate remedy within a reasonable time.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

Return Shipping for Faulty Products

Where a product is confirmed to have a fault or other problem covered by the Australian Consumer Law, Tiny Tails Co. will cover or reimburse reasonable return shipping costs where required.

For large, heavy or difficult-to-return products, please contact us before arranging transport so we can provide appropriate instructions.

Products returned and found not to have a fault may be treated as a change-of-mind return where eligible.

Exchanges

If you would like to exchange an eligible product for a different size, colour or item, contact us within 30 days of delivery.

Exchanges are subject to product availability. Customers are responsible for return shipping and any additional delivery costs for change-of-mind exchanges.

If the requested replacement is unavailable, we may offer a refund or store credit.

Refunds

Once your return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow 5–10 business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank or payment provider.

If more than 10 business days have passed since your refund was approved, contact your bank or payment provider before emailing us.

Partial Refunds

A partial refund may be offered for an eligible change-of-mind return if the product is returned with missing packaging, accessories or components, or is otherwise not in its original resalable condition.

Partial refunds will not be used to reduce any remedy you are entitled to under the Australian Consumer Law.

Sale Items

Sale items remain covered by the Australian Consumer Law.

Change-of-mind returns may be accepted for sale items unless the product was clearly marked as clearance or final sale before purchase.

Order Cancellations

If you need to cancel or change an order, contact us as soon as possible at tinytails.co@outlook.com.

We cannot guarantee that an order can be cancelled or changed once it has entered processing or been dispatched.

If the order has already been dispatched, it may need to be returned in accordance with this policy.

Refused and Unclaimed Deliveries

If an order is refused, unclaimed or returned because an incorrect or incomplete address was provided, any additional shipping costs may be deducted from the refund where permitted by law.

We will contact you where reasonably possible before processing the returned order.