Returns Policy
Returns Overview
We want you and your pets to be happy with your purchase. If you're not completely satisfied, we're here to help.
Eligibility for Returns
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- In the original packaging
- Returned within 7 days of delivery
Items That Cannot Be Returned
- Food items and treats (for hygiene reasons)
- Items that have been used, washed, or damaged by the customer
- Items without original packaging
- Sale or clearance items (unless defective)
Defective or Damaged Items
If you receive a defective or damaged item, please contact us within 48 hours of delivery with photos of the damage. We will arrange for a replacement or full refund, including return shipping costs.
How to Return an Item
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Contact Us
Email us at hello@tinytailsco.co.za with your order number and reason for return.
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Wait for Approval
We'll review your request and provide return instructions within 2 business days.
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Ship the Item
Pack the item securely in its original packaging and ship it to the address we provide.
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Receive Your Refund
Once we receive and inspect the item, we'll process your refund.
Return Shipping Costs
- Change of mind: Customer pays return shipping
- Defective/damaged items: We cover return shipping
- Wrong item sent: We cover return shipping
Refunds
Once your return is received and inspected, we will send you an email notification.
Refund Timeline
- Inspection: 1-3 business days after receiving the return
- Refund processing: 2-5 business days after approval
- Bank processing: May take additional 5-10 business days depending on your bank
Refund Method
Refunds will be issued to the original payment method used for the purchase.
Exchanges
We currently don't offer direct exchanges. If you need a different size or colour, please return your item for a refund and place a new order.
Consumer Protection
This returns policy complies with the Consumer Protection Act 68 of 2008 (CPA). You have the right to:
- Return goods within 6 months if they are defective
- A cooling-off period for direct marketing sales
- Goods that are safe and of good quality
Contact Us
If you have any questions about our returns policy, please contact us:
Email: hello@tinytailsco.co.za