Refund policy

Returns

We have a 30-day return policy for change-of-mind returns, which means you have 30 days after receiving your item to request a return.

To be eligible for a change-of-mind return, your item must be in the same condition that you received it, unused, with tags if applicable, and in its original packaging. You’ll also need proof of purchase.

To start a return, please contact us at info@tailono.com. Please do not send items back before contacting us first, as we need to provide return instructions.

Damages, Faults, and Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if the item is defective, damaged, faulty, or if you receive the wrong item.

Please email us at info@tailono.com with your order number and clear photos or videos of the issue so we can evaluate the problem and make it right.

If your item is confirmed to be faulty, damaged, incorrect, or otherwise fails to meet applicable consumer guarantees, we will provide an appropriate remedy in accordance with applicable consumer laws.

Refunds Without Return

In some cases, we may offer a refund or replacement without requiring the item to be returned. This may apply where an item is damaged, faulty, incorrect, or not suitable to return for hygiene, cost, or sustainability reasons.

To help us review your request, please contact us at info@tailono.com with your order number and clear photos or videos of the issue.

If your request is approved, we will confirm whether you should return the item, keep it, dispose of it safely, or donate it where appropriate.

Change-of-Mind Returns

We may accept returns for change of mind within 30 days of delivery, provided the item is unused, in its original condition, and in its original packaging.

Return shipping costs for change-of-mind returns are the customer’s responsibility. Original shipping costs, if any, are non-refundable for change-of-mind returns.

Exceptions / Non-Returnable Items

For hygiene and safety reasons, we may not accept returns for used pet products, opened hygiene-related pet items, grooming items that have been used, or items that show signs of wear, unless the item is faulty, damaged, incorrect, or otherwise covered by applicable consumer guarantees.

We also cannot accept returns for gift cards or personalised/custom products, unless required by law.

Sale Items

Sale items may not be eligible for change-of-mind returns. However, this does not limit your rights under applicable consumer laws if the item is faulty, damaged, not as described, unsafe, or does not meet consumer guarantees.

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.

Refund Processing

We will notify you once we’ve received and inspected your return, or reviewed your refund request, and let you know if the refund has been approved.

If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank, credit card company, or payment provider to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at info@tailono.com.

Consumer Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer laws in your country or region, including Australian Consumer Law where applicable.

Our products are intended to meet applicable consumer guarantees. If a product is faulty, damaged, unsafe, not as described, or not fit for purpose, you may be entitled to a remedy such as a repair, replacement, refund, or another appropriate solution in accordance with applicable law.