Refund policy

At Tails & Bones, we take great care to ensure that every pet-care product reaches you safely and in the best possible condition. We want every purchase to be simple, transparent and worry-free.

This Return, Replacement & Refund Policy applies to products purchased through the official Tails & Bones website.

By placing an order through our website, you acknowledge and agree to the terms outlined in this policy.

1. Return Eligibility

A return request may be raised within 7 days from the date of delivery, subject to the conditions mentioned in this policy.

To be eligible for a return:

  • The product must be unused and unopened.
  • The original seal must be intact.
  • The bottle, cap, pump, labels and packaging must remain in their original condition.
  • The product must not have been tested, applied or partially consumed.
  • The product must be returned in its original packaging.
  • The customer must provide the original Order ID or valid proof of purchase.
  • The product must not have been damaged due to improper handling or storage after delivery.
  • The return request must be raised within the applicable return period.

All return requests are subject to verification and approval by the Tails & Bones customer support team.

Submitting a return request does not automatically mean that the return has been approved.

2. Hygiene-Based Return Restrictions

Tails & Bones offers pet grooming and hygiene products that may come into direct contact with a pet's skin, coat or body.

For hygiene, safety and contamination-control reasons, opened or used grooming products are generally not eligible for return.

This includes products where:

  • The seal has been broken.
  • The bottle has been opened.
  • The pump has been used.
  • The product has been applied to a pet.
  • The product has been partially consumed.
  • The product has been transferred to another container.
  • The original packaging has been discarded.

These restrictions help maintain appropriate hygiene standards and protect our customers and their pets.

3. Non-Returnable Products

The following products or situations are generally not eligible for return or exchange:

  • Opened products.
  • Used products.
  • Products with a broken or removed seal.
  • Partially consumed products.
  • Products returned without original packaging.
  • Products damaged due to customer handling.
  • Products damaged due to improper storage.
  • Products showing signs of tampering.
  • Products marked as Final Sale or Non-Returnable.
  • Products purchased under applicable clearance/final-sale conditions.
  • Products for which the return request is raised after the applicable return period.

A product will not become eligible for return solely because a pet does not like the fragrance, texture or feel of the product, or because the customer expected a different result.

Genuine product-quality concerns may be reviewed separately.

4. Damaged, Defective or Leaking Products

If you receive a product that is:

  • Damaged during transit;
  • Leaking;
  • Defective;
  • Incorrect; or
  • Missing from your order,

please contact us within 24 hours of delivery.

Please provide:

  • Order ID;
  • Clear photographs of the product;
  • Photographs of the outer packaging;
  • Photographs of the inner packaging;
  • Photographs/videos showing the issue; and
  • An unboxing video, wherever available.

After verification, Tails & Bones may provide a replacement, refund or another appropriate resolution.

5. Wrong Product Received

If you receive a product different from the product you ordered, please contact us within 24 hours of delivery.

Please do not use the incorrectly delivered product while the issue is being reviewed.

After verification, Tails & Bones may arrange a replacement with the correct product.

6. Missing Products

If one or more products are missing from your order, contact us as soon as possible after delivery.

We may request photographs of the shipping package, shipping label and products received.

After verification, we may arrange a replacement or appropriate refund.

7. Product Quality Concerns

If you believe that a product has a genuine quality issue, please discontinue use and contact Tails & Bones.

We may request:

  • Order ID;
  • Product name;
  • Batch information;
  • Photographs;
  • Videos; and
  • Other relevant details.

We may request the product to be returned for inspection where appropriate.

Any replacement or refund relating to a quality complaint will be subject to verification.

8. Pet Sensitivity or Allergic Reactions

Every pet is different. Individual pets may respond differently to grooming products depending on their skin type, coat, allergies, sensitivities and other factors.

Customers should carefully review the ingredients, directions for use, warnings and suitability information before using a product.

Where appropriate, customers should conduct a small patch test before full application.

If your pet develops irritation or an unexpected reaction:

  1. Discontinue use immediately.
  2. Rinse or clean the affected area where appropriate.
  3. Consult a qualified veterinarian where necessary.
  4. Contact Tails & Bones if you believe there may be a product-quality issue.

Opened or used products are generally not eligible for return solely because of individual pet sensitivity, preference or expected results.

9. Return Process

To request a return, replacement or refund:

  1. Contact Tails & Bones customer support.
  2. Provide your Order ID.
  3. Explain the reason for the request.
  4. Provide photographs/videos where requested.
  5. Wait for return approval.
  6. Follow the return or reverse-pickup instructions provided by our team.
  7. The returned product may undergo a quality inspection.
  8. Once approved, the applicable refund or replacement will be processed.

Please do not send a product back without receiving return authorisation from Tails & Bones.

10. Refunds

Once an eligible returned product has been received and successfully inspected, the refund will be initiated where applicable.

For prepaid orders, refunds will generally be processed to the original payment method.

For Cash on Delivery orders, where applicable, refunds may be processed through UPI, bank transfer or another method communicated by our customer support team.

Once initiated, refunds may take approximately 5–10 business days to reflect, depending on the bank, payment gateway or payment service provider.

11. Shipping Charges

Original shipping or delivery charges are generally non-refundable.

However, where a return is approved because of an incorrect, damaged, defective or leaking product supplied by Tails & Bones, applicable shipping charges may be refunded or adjusted.

12. Replacements

Replacement requests are subject to verification and product availability.

If the same product is unavailable, Tails & Bones may offer:

  • A refund; or
  • Store credit with the customer's consent.

13. Order Cancellation

Orders may be cancelled before they are processed or dispatched.

Once an order has been dispatched, cancellation may no longer be possible.

After delivery, the order will be governed by this policy.

Tails & Bones may also cancel an order because of product unavailability, payment issues, pricing errors, suspected fraudulent activity, technical errors or other legitimate operational reasons.

14. Return Inspection

Collection of a returned product does not automatically mean that the return has been approved.

Returned products may undergo quality inspection.

A return may be rejected if the product:

  • Has been opened;
  • Has been used;
  • Has a broken seal;
  • Is partially consumed;
  • Is missing original packaging;
  • Shows signs of tampering;
  • Has been improperly stored; or
  • Has otherwise been damaged after delivery.

15. Promotional and Combo Orders

Products purchased through combos, bundles or promotional offers may be subject to additional return conditions.

Where a discount was applied to a bundle or promotional purchase, the applicable refund may be calculated according to the promotional terms.

16. Changes to This Policy

Tails & Bones may update this policy from time to time.

Any updated version will be published on this page with a revised Last Updated date.

17. Contact Us

Tails & Bones – Pet Care

Phone / WhatsApp: +91 95685 36555
Email: info@stalwart.global
Customer Support Hours: Monday–Saturday, 10:00 AM–7:00 PM