Refund policy

Returns and Refunds Policy

We want you and your dog to love your OzTail gear. If something is not right, here is how we can help.

Your rights under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits these rights.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or not as described, please contact us within 30 days of delivery with your order number and photos of the problem. We will offer a replacement or a full refund, including any shipping costs. In most cases you will not need to send the item back.

Change of mind

If you change your mind, you can request a return within 14 days of delivery, provided the item is unused, unwashed and in its original packaging with all parts included. Please contact us first so we can give you return instructions. Return shipping costs for change-of-mind returns are paid by the customer. For hygiene reasons, we cannot accept change-of-mind returns on items that have been worn by a pet or used outdoors.

How to start a return

Contact us through our contact page with your order number and the reason for your return.
We will reply within 1 to 2 business days with next steps.
Please do not send items back without contacting us first, as returns may need to go to a different address than the one on your parcel.

Refunds

Once your return is approved (and received, where a return is required), we will process your refund to your original payment method within 5 business days. Depending on your bank, it may take a few extra days to appear in your account.