Política de reembolso
Returns & Refunds
We want you and your pet to be happy with every order. If something is not right, we will help.
30-day window
You have 30 days from the day your order is delivered to contact us about a return, replacement or refund.
Damaged, defective or wrong item
If your item arrives damaged, does not work, or is not what you ordered, send us a photo at hello@tailmoss.shop with your order number. We will send a replacement or refund you, and in most cases you will not need to send the item back.
Changed your mind
It happens, and that is okay. Write to us within 30 days of delivery at hello@tailmoss.shop and tell us what happened. To be eligible, the item must be unused and in its original packaging.
- We will confirm and send you simple return instructions.
- The customer pays the return shipping. Shipping fees paid at checkout are not refunded.
- Once we receive and check the item, we refund the price of the item to your original payment method.
- For some lower-priced items, we may refund you and let you keep the item instead of asking you to send it back.
How to start a return
- Write to us at hello@tailmoss.shop with your order number and a short description.
- We will reply within 1 business day with the next steps.
- Please do not send items back before we confirm. Returns sent without confirmation may not be accepted.
Refunds
Approved refunds are sent to your original payment method within 5 to 10 business days. Your bank or payment provider may take extra time to show the refund.
Non-returnable items
For hygiene and safety reasons, we may not accept returns of items that have been used, unless they are damaged or defective.