Refund & Returns Policy

Effective: 3 April 2026 | Last updated: 3 April 2026

      Your rights under Australian Consumer Law

      Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

1. Consumer Guarantee Rights

Under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010, you have automatic consumer guarantee rights that cannot be excluded, restricted, or modified by any seller.

Products must be:

Of acceptable quality (safe, durable, free from defects, acceptable in appearance and finish)
Fit for purpose (suitable for the purpose you were told about or that is obvious)
Match the description (match any description provided on our website, in photos, or by our staff)

2. Major Failures

If a product has a major failure, you can choose to:

Return the product for a full refund, or
Return the product for a replacement of the same or equivalent product

A major failure means the product:

Would not have been purchased by a reasonable consumer who knew about the problem
Is significantly different from the description, sample, or demonstration model
Is substantially unfit for its normal purpose and cannot easily be made fit
Is unsafe

3. Minor Failures

If a product has a minor failure, we will:

Repair the product within a reasonable time, or
Replace the product, or
Provide a refund if repair or replacement is not possible

4. Change of Mind Returns

While not required by law, we offer a 30-day change of mind return policy as a gesture of goodwill:

Items must be unused, with all tags attached and in original packaging
Items must be returned within 30 days of delivery
Return shipping is at the customer's expense
Refund will be processed within 5 business days of receiving the return
Excluded from change of mind: personalised items, custom QR collars (once QR token is activated), and items marked as "final sale"

5. QR Smart Collars

QR Smart Collars are a physical product with a linked digital profile. Special conditions apply:

Before activation (QR not scanned): standard 30-day return applies
After activation (QR linked to dog profile): the digital component cannot be "returned" but the physical collar can be replaced if defective under consumer guarantee
If the collar is defective (waterproofing fails, QR unreadable, hardware breaks), this is a major failure and you are entitled to a full refund or replacement regardless of activation status

6. How to Request a Refund

Email founder@tailwag.app with your order number and reason
We will respond within 2 business days
For defective products, include a photo showing the defect
Refunds are processed to the original payment method within 5 business days

7. Delivery

Standard delivery: 5-10 business days within Australia
Express delivery: 2-4 business days within Australia
Delivery timeframes are estimates and not guaranteed
Risk of loss passes to you upon delivery
If an item is lost in transit, we will resend or refund at our discretion

8. GST

All prices displayed on TailWag are in Australian Dollars (AUD) and include GST where applicable.

9. Contact

TailWag
Peter Warden, Sole Trader
Email: founder@tailwag.app
Website: tailwag.app
Location: Cheltenham, Victoria, Australia

Nothing in this policy limits your rights under the Australian Consumer Law. If you believe we have not met our obligations, you may also contact the Australian Competition and Consumer Commission (ACCC) or your state/territory consumer protection agency.

This policy was drafted in accordance with the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth), and is reviewed regularly.