Returns and refunds policy

Last updated: 14 October 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.

Shipping

We currently ship within Australia only. Shipping is a flat A$9.95 anywhere in Australia, and free on orders of A$75 or more.

30-day change-of-mind returns

For TailWag merchandise (apparel and 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 founder@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 or incorrect, please contact founder@tailwag.app with photos within 14 days of delivery so we can sort out a transit claim quickly. Separately, your rights under the Australian Consumer Law are not limited to 14 days: goods must be of acceptable quality and durable and match their description, so if a fault appears later (for example, an item that fails after normal use) you remain entitled to a remedy within a reasonable period given the nature and price of the item.

If the failure is major, you choose between a refund or a replacement, and you may instead keep the item and claim compensation for any drop in its value — plus compensation for any other reasonably foreseeable loss or damage. If the failure is not major, we will repair, replace or refund within a reasonable time.

Return shipping for faulty items is at our cost.

Subscriptions

TailWag Pup (A$12.99/month, A$34.99/3 months or A$79.99/year) and Alpha (A$24.99/month, A$64.99/3 months or A$149.99/year) subscriptions are billed through Apple In-App Purchase. 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.

We do not refund partial months. Subscriptions bought through the App Store are refunded by Apple — request one at reportaproblem.apple.com; we do not process those.

Identification tags

TailWag does not currently offer a QR identification tag or lost-dog feature. If such a feature is offered in future, additional terms will apply.

Order cancellation before dispatch

If you change your mind before we have shipped your order, email founder@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 founder@tailwag.app for the current returns address. Do not ship to our business address 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.