Refund policy

At TAILZA, we want you and your pets to be happy with every purchase. This Refund & Returns Policy complies with the South African Consumer Protection Act ("CPA") and outlines your rights and responsibilities when purchasing from our store.

1. 5-Day Cooling-Off Period (Direct Marketing Purchases)

If your purchase was made as a result of direct marketing, you may cancel the transaction within 5 business days after receiving the goods in accordance with Section 16 of the Consumer Protection Act.

The goods must be returned in their original condition, including all packaging, accessories, manuals, and promotional items.

The customer will be responsible for return shipping costs unless otherwise required by law.

2. Defective, Damaged, or Incorrect Products

If you receive a product that is:

  • Defective
  • Damaged during delivery
  • Incorrectly supplied

please contact us within 7 days of delivery by emailing:

support@[yourdomain].co.za

Include:

  • Your order number
  • A description of the issue
  • Clear photographs or videos showing the problem

Where required by law and after assessment, we may:

  • Repair the product
  • Replace the product
  • Provide a refund

in accordance with the Consumer Protection Act.

3. Returns Due to Change of Mind

We do not automatically accept returns for change of mind, incorrect product selection, or buyer's remorse.

At our sole discretion, we may accept such returns provided that:

  • A return request is submitted within 7 days of delivery
  • The item is unused
  • The item remains in its original packaging
  • The item is in a resalable condition
  • All accessories, manuals, and components are included

Approved returns may be subject to:

  • Return shipping costs
  • A reasonable handling or restocking fee where permitted by law

Original shipping fees are non-refundable.

4. Hygiene and Pet Safety Products

For hygiene, health, and pet safety reasons, we cannot accept returns on products that have been:

  • Used
  • Chewed
  • Damaged by pets
  • Soiled
  • Altered in any way

unless the item is defective or otherwise required by law.

This helps ensure the safety and wellbeing of all customers and their pets.

5. Conditions for Approved Returns

Returned products must:

  • Be in their original condition
  • Include original packaging
  • Include all accessories and components
  • Not show signs of misuse, abuse, excessive wear, or pet damage

TAILZA reserves the right to inspect all returned items before approving a refund or replacement.

6. Products Damaged Through Use

We do not provide refunds, replacements, or warranties for damage resulting from:

  • Normal wear and tear
  • Pet chewing or scratching
  • Accidental damage
  • Improper use
  • Failure to follow product instructions
  • Unauthorized modifications

Pet toys are intended for supervised play and are not indestructible.

7. Refund Processing

Once a returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method used during checkout.

Please allow:

  • 5–10 business days for processing
  • Additional time for your bank or payment provider to reflect the funds

Shipping fees are generally non-refundable unless required by law.

8. Order Cancellations

Orders may only be cancelled before they have been processed or dispatched.

Once an order has been dispatched, it will be treated as a return request and this policy will apply.

9. Refused Deliveries

If a customer refuses delivery without prior approval from TAILZA:

  • Return shipping costs
  • Courier fees
  • Any applicable handling fees

may be deducted from any refund where legally permitted.

10. Return Shipping

Customers are responsible for return shipping costs unless:

  • The product is defective
  • The incorrect item was supplied
  • Applicable law requires otherwise

We recommend using a tracked courier service, as TAILZA cannot be responsible for returns lost in transit.

11. Contact Us

For all return and refund enquiries:

Email: support@[yourdomain].co.za

Please include your order number in all correspondence.

Additional Product Disclaimer

Pet toys are designed for supervised play and are not indestructible. Product lifespan will vary depending on your pet's size, strength, and play style.

By purchasing from TAILZA, you acknowledge that normal wear and tear, pet-related damage, and misuse are not considered manufacturing defects and do not automatically qualify for a refund, replacement, or warranty claim.

TAILZA™ — Because they deserve more than ordinary play. 🐾💖