Refund policy

Returns & Refunds Policy

Effective Date: [Insert Date]

Business Name: TailTreasures™

At TailTreasures™, we are committed to providing high-quality pet products. This Returns & Refunds Policy forms part of our Terms & Conditions and complies with the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), and all other applicable South African laws.

Nothing in this policy limits or excludes any rights you may have under South African law.

1. Eligibility for Returns

To qualify for a return where permitted under this policy:

  • The product must have been purchased directly from TailTreasures™.
  • Proof of purchase is required.
  • The return request must fall within the applicable legal time period.
  • The product must not have been intentionally damaged, altered, misused or used contrary to its intended purpose.

2. Change of Mind Returns

If you simply change your mind after receiving your order, we may accept a return at our discretion provided that:

  • the item is unused;
  • it remains in its original condition;
  • all packaging, accessories and inserts are included;
  • it has not been contaminated with food, saliva, pet hair or any biological material;
  • it is returned within 7 days of delivery.

Customers are responsible for:

  • all return shipping costs;
  • ensuring the goods are safely packaged for return.

Original shipping charges are non-refundable.

Returned goods may be subject to a reasonable inspection before any refund is approved.

3. Hygiene Products

Because the TailTreasures™ Anxiety Relief Lick Pad is a pet product intended to come into contact with animal saliva and food, used products cannot be resold safely.

For hygiene and health reasons we do not accept returns where:

  • the product has been used;
  • food has been applied;
  • the product has been chewed;
  • the product contains pet hair;
  • the product has been washed;
  • the product has been contaminated in any way,

unless the product is defective or South African law requires otherwise.

4. Faulty or Defective Products

Under the Consumer Protection Act, every product carries an implied warranty of quality for 6 months from delivery. If your product is defective, unsafe, or fails to meet the standards required by law through no misuse or damage by you, you are entitled to the remedies provided by the CPA.

Where legally applicable, TailTreasures™ may inspect the returned product to verify the reported defect before processing the claim.

The warranty does not cover:

  • normal wear and tear;
  • accidental damage;
  • chewing damage;
  • misuse;
  • abuse;
  • modifications;
  • improper cleaning;
  • failure to follow product instructions.

5. Products Damaged During Shipping

If your order arrives damaged:

  • notify us within 48 hours of delivery;
  • provide photographs of:
    • the packaging;
    • shipping label;
    • damaged item.

Failure to report transit damage promptly may affect our ability to claim against the courier.

6. Incorrect Products

If we send the wrong item, we will:

  • arrange collection where appropriate;
  • send the correct item; or
  • provide a refund where required.

There is no charge to you if the mistake was ours.

7. Online Cooling-Off Period

Where applicable under the Electronic Communications and Transactions Act, consumers purchasing goods online may cancel qualifying electronic transactions within the statutory cooling-off period.

Where this right applies:

  • the goods must be returned in substantially their original condition;
  • you remain responsible for the direct cost of returning the goods;
  • refunds will be processed after the goods have been received and inspected in accordance with applicable law.

8. Refunds

Approved refunds will be processed using the original payment method unless otherwise agreed.

Refunds are processed only after:

  • the returned goods have been received;
  • inspected; and
  • approved.

Processing times may vary depending on your payment provider.

9. Non-Returnable Items

The following cannot be returned unless defective or required by law:

  • used lick pads;
  • contaminated products;
  • products containing food residue;
  • products exposed to pet saliva;
  • products damaged by pets;
  • products intentionally damaged;
  • products damaged through misuse;
  • gift cards (if applicable).

10. Return Shipping

Customers are responsible for return courier costs unless:

  • the item is defective;
  • we supplied the incorrect product;
  • South African law requires otherwise.

TailTreasures™ is not responsible for items lost in transit during customer-arranged returns.

We recommend using a tracked courier service.

11. Inspection of Returns

All returned products are inspected before:

  • refunds;
  • replacements; or
  • exchanges

are approved.

If inspection determines that the product does not qualify for return under this policy or applicable law, the item may be returned to you at your expense.

12. How to Request a Return

Please email:

Email: support@tailtreasures.co.za

Include:

  • Order Number
  • Full Name
  • Description of the issue
  • Photos where applicable

We will provide return instructions before any item is shipped back.

Returns sent without prior approval may be refused.

13. Limitation

To the maximum extent permitted by South African law:

  • TailTreasures™ shall not be liable for indirect, incidental or consequential damages arising from the use of the product.
  • Our liability shall not exceed the purchase price paid for the product.

Nothing in this clause limits any mandatory rights provided under the Consumer Protection Act.