Returns and refunds policy

Last updated: 22 May 2026. This policy explains your rights and our process for returns, refunds, and replacements. It sits alongside our Terms of Service and Privacy Policy, and the protections under Australian Consumer Law (ACL).

Your statutory rights

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.

30-day change-of-mind returns

For TailWag merchandise (collars, harnesses, apparel, accessories) bought direct from tailwag.app, you may return unused items in their original packaging within 30 days of delivery for a refund less original shipping. Items must be in resaleable condition.

To start a return, email support@tailwag.app with your order number and the reason for return. We'll send a return label and inspect on arrival. Refunds are processed within 7 business days of receipt to the original payment method.

Faulty or damaged items

If your item arrives damaged, defective, or not as described, contact support@tailwag.app within 14 days of delivery with photos. We will replace, repair, or refund at our discretion under ACL.

Return shipping for faulty items is at our cost.

Subscriptions

TailWag Pup (A$12.99/month or A$79.99/year) and Alpha (A$24.99/month or A$149.99/year) subscriptions are billed through Apple In-App Purchase or Stripe. You may cancel at any time:

• Apple IAP — manage in your Apple ID Settings → Subscriptions. Cancellations take effect at the end of the current billing period.
• Stripe (web) — visit your Account page and click "Manage subscription".

We do not refund partial months. Annual subscriptions cancelled within 14 days of purchase may receive a pro-rata refund at our discretion.

QR Smart Collars and TailWag Tags

Each QR Smart Collar and engraved tag is a physical product covered by the standard 30-day change-of-mind and faulty-item terms above. Engraving on tags is custom — once engraved, change-of-mind returns are accepted only if the tag has not been used (no signs of wear).

Order cancellation before dispatch

If you change your mind before we have shipped your order, email support@tailwag.app with your order number. We will cancel and refund the full amount.

How we handle refunds

Refunds are issued to the original payment method. Card refunds may take 3–10 business days to appear depending on your bank. International orders may take longer.

Returns address

Email support@tailwag.app for the current returns address. Do not ship to our registered office without authorisation.

Disputes and complaints

If we are unable to resolve a complaint to your satisfaction, you may contact the Australian Competition and Consumer Commission (ACCC) at accc.gov.au, or your state's Office of Fair Trading.