Refund policy

Last updated: November 11, 2026

Returns and cancellations
We want you and your cat to love your order. If you are not satisfied, you may request a return within 14 days after the last item on your order is delivered, for any reason.

Items must be returned unused, free of pet hair and odors, and in their original packaging. We may reduce your refund if the item has been used, damaged, or handled more than necessary.

Return shipping costs are the responsibility of the customer, unless the item arrived defective, damaged, or incorrect.

You can request cancellation or removal of items from your order until the item is shipped.

How to start a return or cancellation
To start your return or cancellation request, email us at tailunas.help@gmail.com with your order number and the reason for your request.

If your return is approved, we will provide you instructions on how and where to send your package. You must send the items back within 14 days after notifying us that you wish to return them.

Items sent back without first requesting a return will not be accepted.

Damages and issues
Please inspect your order when you receive it. If an item is defective or damaged, or if you received the wrong item, contact us within 14 days of delivery and include photos and a short video showing the issue, along with your order number. Once reviewed, we will offer a replacement or refund at no extra cost to you.

Exchanges
Contact us to ask about exchange options before returning your item.

Refunds
We will notify you after we receive and inspect your return and let you know whether the refund was approved. Approved refunds are issued within 14 days to your original payment method. We may withhold the refund until we receive the items back or receive evidence that you have sent them back. Your bank or payment provider may need additional time to process and post the refund.

Where required by applicable law, we will also refund the cost of standard delivery. We are not required to refund any additional amount paid for express or premium delivery.

If you do not see your refund within a reasonable period of time since your refund was approved, contact us.

Customs duties and import taxes
Customs duties, import taxes and fees charged by the destination country are the responsibility of the customer, unless they were collected at checkout. These charges are not refundable.

Your legal rights
This policy does not limit any rights you may have under the consumer protection laws of your country, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law. Where your local laws give you additional rights, those rights apply in addition to this policy.

Contact
To request a cancellation, start a return, inquire about a return, ask about an exchange or report damaged items, please contact us at tailunas.help@gmail.com.