Returns and Exchange Policy 

Tails In The House aims to bring forward the best shopping experience for pet parents. Our team ensures that all our customer’s needs are taken into consideration and fulfilled. The policy below would provide transparent assistance and knowledge to our users with regard to the return, exchange and refund procedure. 

We request our customers to check the product details, before placing an order, to understand whether the product is eligible for a return or not. It is important to note that products purchased on sales or via gift cards would not be eligible for a return.

Return Eligibility

Users will be eligible for a product return, replacement or exchange within 7 days from the delivery date. It must be noted that to be eligible for a return, the product must be in the same condition that it was received in, unused, unworn, with tags, and in its original packaging. Customers must retain the receipt or proof of purchase to go forward with the return or exchange.

Please note that the following items would not be eligible for a return, refund or exchange unless the product was received in a spoilt or damaged condition.

• Edible and perishable items (food, treats, gravies ect)
• Beds, Mattresses, crates, tunnels & travel accessories
• Cat litter and trays and litter accessories
• Cat scratchers and furnitures
• Health  and grooming products
• Partial or remaining items in a combo product
• Personalised products

It is important to note that the above mentioned list is not exhaustive. There could be other products which are non-returnable unless damaged. The specific product pages provide information on whether the product can be returned or not. 

In any of the following conditions, the pickup agent/delivery partner would be entitled to refuse to accept the product intended to be returned or exchanged: 

• The return/exchange request is attempted after the return window closes or the prescribed number of days explained above from the delivery of the products have passed.
• Items to be returned are without original packaging including, price tags, labels, freebies and other accessories;
• The original packaging is damaged;
• Tampered/ not readable Serial Number (EN Code/bar code);
• Product is damaged due to use, misuse, overuse or altered;
• Defective products that are not covered under Seller/Manufacturer’s warranty; or
• Product is used or altered.

Partial Return/exchange

Customers can initiate a return/replacement/refund for any individual item in case they have ordered multiple items. It must be noted that any item being returned needs to be returned in full including all components as well as any complimentary gifts or products that were provided along with the product. Further, the products bought in combos can not be returned or exchanged separately or partly.

Cancellation

Users can cancel their order before the dispatch of the item has taken place. They can also email us at customercare@tailsinthehouse.com to initiate cancellation.    

Our Platform retains the right to cancel any order placed by the user, at its sole discretion and the customer would be informed of the same by way of an email/SMS. Further, the Platform may cancel an order wherein the quantities exceed the standard for individual consumption or the Platform has reason to believe or suspect that such an order is not placed by a consumer for personal use.

Refund of Cancelled / Returned Order

In case of cancellation before shipment of products or refund for cancellation of services, the refund amount would be processed within 24-48 hours and refunded to the customer in accordance with RBI Regulations within 07-14 business days, after processing of cancellation request.

In case of cancellation after shipment of products or for the refund of the returned products the refund would be processed within 24-48 hours from the time products are received back and verified at our warehouse and shall be subject to the following:

• The refund shall be strictly processed to the same credit card / debit card / bank account using which the payment was made, within 24-48 business hours of receipt of products at the warehouse. It may take 07-14 additional business days for the refund to reflect in your account.
• All Cash On Delivery refunds shall be made through the account transfer as per the details shared by you through the Platform including the image of cancelled cheque; or
• Store Credit wallet: The amount refunded to the store credit can be used for future transactions for our products and services through our Platform.

Damages

We request all customers to inspect their orders on receipt. Users must reach out to our team within 7 days if the item is defective, damaged or if they receive the wrong item, or if it is lost in transit, in order to reach a solution at the earliest.