Refund and Returns Policy
Effective Date: June 10, 2025
At Heart of Tail, we want you to be satisfied with your purchase. This Return & Refund Policy outlines the process for eligible returns and refunds.
1. Return Eligibility
Returns accepted within 7 days of delivery.
Items must be unused, in original packaging, and in resellable condition.
Products not eligible for return:
Opened pet food or treats
Used toys or accessories
Hygiene or grooming products (if opened)
Custom or personalized items
2. Return Process
To initiate a return, contact us at info@heartoftail.com with your order number and reason for return. We’ll guide you through the next steps.
3. Return Shipping
Customers are responsible for return shipping costs unless the item is defective or incorrect.
Returns should be shipped to our main store:
4. Refunds
Once the returned product is inspected, a refund will be issued to your original payment method within 5–10 business days.
If eligible, store credit may also be offered.
Shipping fees (if any) are non-refundable.
5. Damaged or Wrong Items
If you receive a damaged or incorrect item, please email us within 48 hours of delivery with photos. We will arrange a replacement or refund at no additional cost.
6. Cancellations
Orders may be cancelled only before dispatch. Once shipped, the standard return policy applies.