Refund policy
Return and Refund Policy
Return and Refund Policy
At South Tail, we want you and your pet to be happy with your purchase.
We accept returns within 30 days of delivery for change-of-mind purchases, provided that the item is:
- unused, unworn and unwashed;
- in its original packaging;
- with all tags and accessories included;
- in a resellable condition.
For hygiene and safety reasons, we cannot accept returns for items that have been used by pets, chewed, damaged, soiled, washed, or altered.
30% of restocking fee will be applied for change-of-mind purchases.
To request a return, please contact us at:
Email: info.cozipet@gmail.com
Please include your order number, name, reason for return and photos of the product if applicable.
Once your return is approved, we will provide return instructions. Customers are responsible for return shipping costs for change-of-mind returns.
Original shipping fees are non-refundable unless the product is faulty, damaged, or incorrect.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery with your order number and clear photos of the issue.
If the product has a major fault or does not meet Australian Consumer Law consumer guarantees, you may be entitled to a repair, replacement or refund. Australian Consumer Law gives customers rights to remedies when products fail to meet consumer guarantees, and a store policy cannot remove those rights.
Exchanges
We offer exchanges for size or colour where stock is available. If the requested item is unavailable, we may offer store credit or a refund.
Refund processing
Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds will be processed back to your original payment method. Please allow several business days for your bank or payment provider to process the refund.