Customer Care

EXCHANGES & RETURNS

Tail & Collar want you to love what you purchase from our store. If you are not perfectly satisfied with your order, Tail & Collar will refund or exchange all items purchased within 30 days of the delivery date. Please note there are no refunds or exchanges on gift cards, digital or downloadable items, final sale items or sale promotion items discounted by 20% or more.

To make your return or exchange experience easier, Tail & Collar recommends creating a member account before you purchase. However, if you have checked out as a guest, the Customer Care team can easily assist you in your returns process.

RETURNING YOUR PURCHASE

To return your purchase, please follow the below steps:

• Submit an exchange or return request to Tail & Collar within 14 days of receiving your order. Simply sign in to your Tail & Collar member account here, select your order from your “order history” and choose from the options provided.
• If you “checked out” as a guest at the time of your initial purchase, please contact our Customer Care team during business hours 9am to 5pm AEST on +617 3040 7043 or by email to customercare@tailandcollar.com.au and you will be provided with a login.
• All customers will be contacted by the Customer Care team and sent an email confirmation once your return request has been processed and you will be provided with an RMA number.
• Return your items in their original packaging, including the shipping carton, along with the RMA and original receipt to:

Tail & Collar
Exchanges & Returns
PO Box 906
Bulimba, QLD 4171
AUSTRALIA

A member of the Customer Care team will be in touch upon receipt of the products to arrange your refund or exchange.

The costs of returning items shall be the customer’s responsibility.

For international returns, Tail & Collar recommends indicating on the packaging that the items are intended ‘Returned Goods’ or ‘For Exchange’ to avoid additional custom duties and taxes. Please ensure adequate insurance is taken for the safe delivery of your order.

It is your responsibility to obtain proof that the goods have been returned, and to return the goods by registered post or by other such means or carrier of your choice, which gives proof of posting and delivery. All returns or exchanges sent to Tail & Collar must have a valid tracking number. Tail & Collar will not be liable for items lost in transit.


RECEIVING A REFUND

Tail & Collar will issue a refund to the original credit card or PayPal account used for purchase or add as a store credit to your Tail & Collar member account within 5 business days of receipt of a return. This refund will include the full value of the items returned, including the relevant taxes, but will not include shipping or return delivery costs.

Please note that refunds are subject to the varying processing times of PayPal and your credit card company or bank. Please allow up to 10 working days for the refund to show in your account.

OUR RETURN POLICY

All items must be returned new and in their original condition – unworn, unused and with all Tail & Collar tags attached. Items received soiled or with fur will not be accepted for exchange or return and will be sent back to the customer at the customer’s expense.

REPEATED RETURNS

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your Tail & Collar member account.

LATE RETURNS

Your purchase should be sent back to us within the 30 days of receiving your order. Returns received outside of this period may be accepted at Tail & Collar’s sole and absolute discretion.

DIGITAL & DOWNLOADABLE ITEMS

Please note there are no refunds or exchanges on digital or downloadable items due to the non-returnable nature of these items.

SALE ITEMS

Please note there are no refunds or exchanges on items marked as final sale or sale promotion items discounted by 20% or more.

GIFTS & GIFT CARDS

Gifted items and gift cards cannot be returned and exchanged for a cash refund.

If the items were given to you as a gift, you may exchange them for items of equal or lesser value. Please contact our Customer Care team during business hours 9am to 5pm AEST on +617 3040 7043 or email customercare@tailandcollar.com.au.

All returned items that were paid for with a gift card will be refunded as a store credit to your TAILANDCOLLAR.COM.AU account for you to use against a future purchase.

If you return an item paid by both gift card and another alternate payment method, you will be refunded up to the amount of your initial alternate payment method and the remaining amount will be refunded as a store credit.

FAULTY ITEMS

If the item that you purchased is faulty, please contact our Customer Care team during business hours 9am to 5pm AEST on +617 3040 7043 or email customercare@tailandcollar.com.au.

Where the items fail to be of acceptable quality, and the failure does not amount to a major failure, Tail & Collar is entitled to choose between providing you with a repair, replacement or other suitable solution. Exchange of items is subject to availability. Tail & Collar classifies items to be faulty (i.e. not acceptable quality) if they are received damaged, or where a manufacturing fault occurs within 3 months of purchase. Items that are damaged as a result of wear or use are not considered to be faulty.

Outside the above timeframe, our items come with guarantees that cannot be excluded under applicable Australian laws. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. To obtain compensation, you will need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Tail & Collar to comply with applicable Australian laws.

COLOURS

We have made every effort to display the colors of our products that appear on Tail & Collar as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor’s display of a color will be completely accurate.

A FINAL NOTE

Our Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights.

If you have any queries about our Returns Policy, please contact our Customer Care team during business hours 9am to 5pm AEST on +617 3040 7043 or email customercare@tailandcollar.com.au.