Refund policy

Return & Refund Policy (India)

3.1 Scope

This Policy applies to all orders placed on www.tail-ord.com for delivery within India, and forms part of our Terms & Conditions. It should be read with our Shipping & Delivery Policy, Cancellation Policy and Product Safety, Fit & Use Policy. A separate policy governs orders shipped outside India.

Nothing in this Policy affects your statutory rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or the Sale of Goods Act, 1930.

3.2 Summary

Return window	7 calendar days from delivery
Damaged, wrong or missing item	Report within 48 hours of delivery
Return shipping fee	Flat ₹100 per return request (not charged for damaged, defective or wrong items)
Restocking fee	None (0%)
Exchange	Return and reorder
Order cancellation	Within 1 hour of placing the order (see our Cancellation Policy)

3.3 Return window

Return requests must be raised within 7 calendar days from the date of delivery, as recorded by our logistics partner. Requests raised after this period will not be accepted, except where the law requires otherwise.

Claims for a damaged, wrong or missing item must instead be raised within 48 hours of delivery — see section 3.11.

3.4 Eligibility conditions

To be eligible for return, the Product must be:

unused and unworn, other than a brief supervised try-on indoors;
unwashed;
free from pet hair, dander, saliva, urine, faeces, food, stains, odour, perfume, detergent smell, smoke and damage;
complete with all original tags, security or QR tags, labels, accessories, freebies, and inner and outer packaging;
accompanied by the original invoice or order reference.

Try-on guidance. We understand you must try the Product on to know whether it fits. Try it on indoors, on a clean and dry dog, for a short period, with all tags attached, and remove it at once if the size is wrong. A Product worn outdoors, worn for an extended period, or returned with hair, saliva or odour is not eligible.

3.5 Hygiene policy

Pet clothing and accessories are a hygiene-sensitive category. Products worn in direct contact with an animal's coat, skin, mouth or excretions cannot be resold or restocked once soiled.

Accordingly, a Product returned bearing fur, dander, dirt, saliva, urine, faeces, discharge, odour, or evidence of washing or wear will be rejected on inspection and is not eligible for refund. This is a hygiene and public-health measure and applies regardless of the reason for return.

This exclusion does not apply where the Product is genuinely defective, damaged in transit, or was not the Product ordered. We will not refuse a defect claim on hygiene grounds.

3.6 Grounds on which a return may be rejected

A return may be rejected where the returned Product:

shows signs of wear, use, washing, laundering, stretching or shrinkage;
has been altered, resized, repaired, embroidered, printed, dyed or otherwise modified;
is missing tags, labels, accessories, freebies or original packaging;
bears pet hair, saliva, odour, perfume, detergent or smoke smell;
is damaged, stained, torn, chewed or has damaged or missing hardware;
is not the Product that was dispatched, or is a different unit, size, colour or brand;
falls within the non-returnable categories at section 3.14;
is returned after the applicable window.

Where a return is rejected, we will notify you with photographs of the inspection findings and ship the Product back to the delivery address on the order. Where the rejection is due to customer-related reasons, the cost of shipping it back is borne by the customer. We will make 2 (two) delivery attempts. If the Product cannot be delivered back to you, we will hold it for 30 (thirty) days from the final attempt, after which it may be disposed of without further liability.

3.7 How to raise a return

Log in to your account on www.tail-ord.com and select the order, or write to hello@tail-ord.com, or call / WhatsApp us at +91 99599 62532.
Share the order number, the Product, the reason for return and your preferred refund route (and photographs, for a damaged, defective or wrong item).
We will confirm eligibility and arrange pickup where the pin code is serviceable.

The process is: Return request → Pickup → Warehouse inspection → Approval or rejection → Refund.

3.8 Pickup and self-ship

We will arrange reverse pickup where your pin code is serviceable by our logistics partner. A maximum of two pickup attempts will be made. If both attempts fail for reasons attributable to you — including unavailability, refusal to hand over, or the Product not being ready and packed — the return request may be closed. You may then request a fresh pickup within the original return window, subject to availability.
Where the pin code is not serviceable, we will ask you to self-ship to: Tailord India Pvt Ltd, 13/385 Main Road, Ambalavanapuram, Ambasamudram, Tirunelveli, Tamil Nadu 627425. In that case the ₹100 return shipping fee is not charged, and we will reimburse documented courier charges up to the actual reasonable return-shipping cost on production of the receipt, provided the return is approved.
Pack the Product securely, preferably in its original packaging, with the invoice and return label where supplied. Do not affix tape or write directly on the Product box. Products damaged in return transit because of inadequate packing may be rejected.

3.9 Warehouse inspection

Every returned Product is inspected before a refund is approved. Our team checks fabric condition, stitching, seams, elastic tension, zips, Velcro, buckles and other hardware, print and embroidery condition, labels and tags, cleanliness, presence of pet hair or saliva, odour, wash or wear marks, completeness of accessories and packaging, and consistency with the unit dispatched.

Inspection takes 2 to 5 business days from receipt at our warehouse. We record the inspection photographically and will share the record with you on request.

3.10 Refund options and amounts

Where a return is approved, you may choose:

refund to the original payment method (bank account, card or UPI, as applicable);
refund to a bank account or UPI ID of your choice, where the original payment method cannot be credited (for example, COD orders); or
Tail-Ord Wallet credit, where you prefer store credit.

Route	Amount refunded	Deduction
Tail-Ord Wallet credit	100% of the Product value	No deduction
Original payment method (UPI / card / net banking / wallet)	Product value less ₹100	Flat ₹100 return shipping fee
Bank transfer or UPI (for COD orders)	Product value less ₹100	Flat ₹100 return shipping fee

The choice is always yours. Wallet credit is offered as an incentive, not as a substitute for a monetary refund, and we will never make wallet credit the only available route.
The return shipping fee is a flat ₹100 per return request, whatever the number of items returned in that request. It is shown in your refund confirmation.
No restocking fee is charged on any return.
No deduction of any kind is made where the Product was defective, damaged in transit, wrongly shipped, or where the return arises from our error. In those cases you receive a full refund including any shipping you paid.
COD orders are never refunded in cash. Refunds are made to a bank account, UPI ID or the Tail-Ord Wallet.
Shipping charges you paid on the original order are refundable only where the return arises from our error, or where the entire order is returned and approved.
Where a discount, coupon or offer was applied across multiple items, the refund is calculated on the effective price actually paid for the returned item after proportionate allocation of the discount. If a partial return takes the remaining order below an offer threshold, the benefit of that offer may be withdrawn and adjusted.
Tail-Ord Wallet credit is non-transferable, non-encashable and valid for 6 months from the date of credit.

3.11 Damaged, defective, wrong or missing items

If your order arrives damaged, defective, incomplete, or is not what you ordered:

Report within 48 hours of delivery at hello@tail-ord.com or +91 99599 62532.
Provide clear photographs of the Product, the damage or defect, the shipping label and the outer packaging.
We strongly recommend recording a continuous, unedited unboxing video showing the sealed parcel, the label and the opening of the parcel. For claims of a missing item or a wrongly shipped item, an unboxing video, where available, will materially speed up your claim — but it is not, and is not made, a precondition to raising or resolving any claim.

On verification we will provide, at your choice, a full refund or a free replacement, with no deduction and no return shipping cost to you.

3.12 Manufacturing defects

Genuine manufacturing defects — including defective stitching, seam failure, non-functional or broken zips, buckles, clips or Velcro, defective elastic, colour bleeding on the first wash in accordance with the care label, a Product materially different in size from the published chart beyond stated tolerance, or the wrong colour or size dispatched — are eligible for a full refund or replacement, with no ₹100 fee.

The following are not manufacturing defects: normal wear and tear; damage from chewing, scratching or rough play; damage from incorrect washing, bleaching, tumble drying, ironing or dry cleaning contrary to the care label; damage from misuse or use outside the Product's intended purpose as set out in the Product Safety, Fit & Use Policy; loss of elasticity or Velcro grip over time; minor variation inherent to handmade or natural materials; and colour variation from on-screen images.

Visible damage, a wrong item or a missing item must be reported within 48 hours of delivery (section 3.11). A manufacturing defect that becomes apparent on use must be raised within 7 days of delivery.

3.13 Wrong size ordered

If you ordered the wrong size, a return is permitted within 7 days of delivery, subject to the eligibility conditions at section 3.4. The flat ₹100 return shipping fee applies (no fee if you choose Tail-Ord Wallet credit). Please measure your dog using the two-finger technique and check the size chart and size finder on the Product page before ordering; see also section 2.3.

Exchange. We operate a return-and-reorder model rather than direct exchange. Once your return is approved, place a fresh order for the correct size or variant. Where a direct size exchange is offered on a specific Product, it is limited to one exchange per order and is subject to the same eligibility and hygiene conditions.

3.14 Non-returnable Products

The following are not eligible for return or refund except where defective, damaged in transit, or wrongly delivered:

personalised, custom-made, made-to-measure or name-embroidered Products;
final sale, clearance and end-of-line Products, where marked as such on the Product page before purchase;
gift cards and wallet credit;
mystery boxes and surprise bundles;
hygiene-sensitive Products where the seal or hygiene packaging has been opened;
Products damaged, soiled or altered after delivery;
free items, samples and promotional gifts.

Each non-returnable Product must be clearly marked as non-returnable on its Product page and in the cart, before payment. A category cannot be excluded from returns retrospectively.

3.15 Possible deductions from a refund

the flat ₹100 return shipping fee, where refunded to the original payment method or bank / UPI (not for defective, damaged or wrong items, and not for Tail-Ord Wallet credit);
the value of missing accessories, freebies or components;
the cost attributable to damaged or missing packaging where it prevents resale;
the cost attributable to unauthorised alteration;
the value attributable to an incomplete return, such as one item of a set;
COD handling charges, where separately disclosed at checkout and not refundable.

No restocking fee is charged. All deductions will be itemised in your refund confirmation.

3.16 Refund timelines

Stage	Timeline
Warehouse inspection	2–5 business days from receipt
Refund initiation after approval	Within 3 business days
Credit to bank / card / UPI	Typically 5–7 business days after initiation, subject to your bank or payment provider
Tail-Ord Wallet credit	Immediately, and in any event within 24 hours of approval

Settlement to your bank, card or UPI account is controlled by your bank and payment provider and is outside our control once the refund is initiated. We will provide the refund reference number on request.

3.17 Fraud prevention and returns abuse

We may refuse a return request, cancel an order, withhold a refund pending investigation, or suspend an account where we have reasonable grounds to believe there has been: return of a counterfeit, substituted or different unit; repeated returns inconsistent with normal consumer use; a pattern of claiming non-delivery or missing items; use of stolen or unauthorised payment instruments; or other misuse of this Policy.

Where we take such action we will notify you with reasons and give you a reasonable opportunity to respond before a final decision.

3.18 Disclaimer

Products that fail the inspection at section 3.9 on grounds disclosed in this Policy are not eligible for refund. This Policy does not create any warranty beyond what it expressly states and is subject to our Terms & Conditions.

3.19 International orders

This Policy applies to deliveries within India only. A separate Return & Refund Policy governs orders shipped to international destinations.

3.20 Contact

Tailord India Pvt Ltd · hello@tail-ord.com · +91 9959962532 · Support hours: Monday to Saturday, 10:00 to 18:00 IST. We aim to respond within 2 business days and will in any event acknowledge complaints within 48 hours.