Return & Refund Policy

Last updated: September 27, 2026

At Tailvi, we want you to be satisfied with your purchase. If something is not right with your order, please review the policy below or contact us at support@tailvi.com.

1. Return Window

We accept eligible returns requested within 30 days of delivery.

To qualify for a return, the item must generally be:

• unused and in its original condition;
• in its original packaging where applicable;
• accompanied by proof of purchase or order information.

To start a return, contact us at support@tailvi.com before sending any item back.

Returns sent without prior authorization may not be accepted.

2. Non-Returnable Items

For health, hygiene, and safety reasons, certain products may not be eligible for return once opened, used, or unsealed.

This may include:

• grooming products;
• shampoos, cleansers, wipes, balms, or similar pet-care products;
• products that come into direct contact with an animal;
• opened hygiene products;
• personalized or custom-made products;
• gift cards;
• clearance or final-sale items where permitted by law.

If you are unsure whether your item qualifies for a return, contact us before sending it back.

Nothing in this section limits any mandatory consumer rights that apply under applicable law.

3. Damaged, Defective, or Incorrect Orders

Please inspect your order when it arrives.

If your item is:

• damaged;
• defective;
• incorrect;
• or missing from your order,

contact us as soon as possible at support@tailvi.com.

Please include:

• your order number;
• a description of the issue;
• clear photos or videos where applicable.

Once reviewed, we may offer an appropriate resolution such as a replacement, refund, or other remedy.

4. Return Shipping

Unless the item arrived damaged, defective, or incorrect, customers may be responsible for return shipping costs.

Original shipping charges are generally non-refundable unless required by law or the return is due to an error on our part.

We recommend using a tracked shipping service for returns, as Tailvi cannot be responsible for return packages that are lost before reaching the designated return location.

Do not send a return until you have received return instructions from us.

5. Refunds

Once we receive and inspect an eligible return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow approximately 5–10 business days after the refund has been processed for your bank or card provider to reflect the funds in your account.

Processing times may vary depending on the financial institution.

6. Partial Refunds

In certain circumstances, only a partial refund may be issued, where permitted by law.

Examples may include:

• products returned with missing components;
• items showing damage unrelated to a product defect;
• items returned in a materially different condition than when received.

We will review such situations individually.

7. Exchanges

We do not guarantee direct exchanges.

If you need a different product or variant, contact us at support@tailvi.com.

Where appropriate, we may ask you to return the original item and place a new order separately.

8. Order Cancellations

We begin processing orders as quickly as possible.

If you wish to cancel or change your order, contact:

support@tailvi.com

as soon as possible.

We cannot guarantee that an order can be cancelled once it has entered processing or has already shipped.

If cancellation is no longer possible, you may need to follow the standard return process after delivery.

9. Refused or Undeliverable Packages

If a package is returned to us because:

• the customer provided an incorrect or incomplete address;
• delivery was repeatedly unsuccessful;
• the package was refused;
• or the package was not collected,

we may deduct shipping or handling costs from any applicable refund, where permitted by law.

10. Packages Marked as Delivered

If tracking indicates that your package has been delivered but you cannot locate it, please:

1. Check around your property and usual delivery locations.
2. Ask household members or neighbors.
3. Contact the carrier.
4. Allow up to 24–48 hours in case the carrier marked the package as delivered prematurely.

If the package still cannot be located, contact us at support@tailvi.com and we will assist where reasonably possible.

11. Allergic Reactions or Pet Sensitivities

Individual pets may respond differently to grooming or care products.

If your pet experiences irritation or an unexpected reaction, discontinue use of the product and consult a qualified veterinarian where appropriate.

Please contact us with your order information and details of the issue.

A reaction or sensitivity does not automatically establish that a product is defective, but we will review reported concerns individually.

12. Promotional and Bundled Products

If a product was purchased as part of a bundle, promotional offer, or discounted set, the refund amount may be adjusted to reflect the value of the items retained.

In some circumstances, the full bundle may need to be returned to qualify for a full refund.

Any applicable conditions will be communicated during the return process.

13. International Customers

International customers may be responsible for return shipping costs, customs charges, duties, taxes, or other costs associated with returning merchandise, except where applicable law requires otherwise.

Customers located in jurisdictions with mandatory cancellation or withdrawal rights retain those rights.

14. European Union Customers

If applicable, consumers in the European Union may have a legal right to withdraw from certain online purchases within 14 days without providing a reason.

Certain exceptions may apply, including for sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken.

This policy does not restrict any mandatory consumer protections available under applicable EU law.

15. Chargebacks and Payment Disputes

If you believe there is a problem with your order, we encourage you to contact us first at support@tailvi.com so we can attempt to resolve the issue.

Nothing in this policy limits any rights you may have through your payment provider or applicable law.

16. Contact Us

For questions about returns, refunds, damaged products, or order issues, contact:

Tailvi Customer Support
Email: support@tailvi.com
Website: tailvi.com