Return and refunds policy

Returns and Refunds Policy

Last updated: 12/01/2026

At Tails and paw, we want you to feel confident shopping with us. This policy outlines how returns, refunds, and exchanges are handled and is designed to be fair, transparent, and in line with New Zealand consumer law.

Return Eligibility

You may be eligible to return an item if:

  • The item is unused, unworn, and in its original condition

  • It is returned with original packaging and tags (if applicable)

  • The return request is made within 7 Days of receiving your order

Items that show signs of use, damage, or alteration may not be eligible for return.

Return Timeframe

To initiate a return, please contact us within 7 days of receiving your order.
Returns requested after this timeframe may not be accepted.

How to Start a Return

To request a return, please email us at sales@tailsandpaw.com with:

  • Your order number

  • The reason for the return

  • Photos of the item (if applicable)

Once your return is approved, we will provide instructions on how to send the item back.

Refund Process and Timing

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be issued to the original payment method

  • Please allow 3 Business days for the refund to be processed

Shipping fees are non-refundable unless the return is due to a fault or error on our part.

Exchanges

If you would like to exchange an item for a different size or product (where applicable), please contact us at sales@tailsandpaw.com.
Exchanges are subject to product availability.

In some cases, we may recommend returning the item for a refund and placing a new order.

Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with clear photos of the issue.

We will assess the issue and, where appropriate, offer:

  • A replacement

  • An exchange

  • A full refund

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993.

Non-Returnable Items

The following items are not eligible for return:

  • Items that have been used or worn

  • Items damaged due to misuse or improper care

  • Gift cards or promotional items (if applicable)

Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect

  • We recommend using a tracked shipping method, as we are not responsible for items lost in return transit

Contact Us

If you have any questions about returns or refunds, please contact us at:

Tails and paw
Email: sales@tailsandpaw.com