TAILEVA SHIPPING, RETURNS, AND REFUNDS POLICY

Effective Date: December 7, 2025

THIS POLICY IS INCORPORATED INTO AND GOVERNED BY OUR TERMS OF SERVICE. BY PLACING AN ORDER, YOU AGREE TO THIS POLICY. PLEASE READ CAREFULLY BEFORE PURCHASING.

 

 

1. General Provisions

1.1 Acceptance of Policy

By placing an order with Taileva ("Taileva," "we," "us," or "our"), you acknowledge that you have read, understood, and agree to be bound by this Shipping, Returns, and Refunds Policy ("Policy"), which is incorporated into and governed by our Terms of Service. This Policy applies to all purchases made through our website at www.taileva.com ("Website"), mobile applications ("Apps"), third-party marketplaces, or any other sales channels (collectively, "Services").

1.2 Modifications

We reserve the right to modify, amend, or update this Policy at any time, in our sole discretion, with or without notice. Changes will be effective immediately upon posting to the Website unless otherwise specified. Your continued use of the Services or placement of orders after any changes constitutes acceptance of the updated Policy. It is your responsibility to review this Policy periodically. The current version is always available at www.taileva.com/shipping-returns.

1.3 Entire Agreement

This Policy, together with our Terms of Service and Privacy Policy, constitutes the entire agreement between you and Taileva regarding shipping, returns, and refunds. Any prior or contemporaneous communications, whether oral or written, are superseded by this Policy.

1.4 Contact Information

For questions or concerns regarding shipping, returns, or refunds:

Customer Service: support@taileva.com

Phone: 1-800-TAILEVA

Returns Department: returns@taileva.com

Business Hours: Monday-Friday, 9:00 AM - 5:00 PM EST (excluding holidays)

2. Order Processing and Confirmation

2.1 Order Acceptance

All orders are subject to acceptance by Taileva in its sole discretion. We reserve the right to refuse, reject, or cancel any order for any reason, including but not limited to:

• Product unavailability or insufficient inventory

• Pricing or product description errors

• Suspected fraud, abuse, or unauthorized activity

• Payment authorization failure or declined payment

• Violation of our Terms of Service

• Suspected resale or commercial use

• Restrictions based on shipping address or geographic location

• Excessive or suspicious order quantities

• Customer's order history or account status

• Any other reason in our sole discretion

Receipt of an order confirmation email does not constitute acceptance of your order. We may cancel orders even after confirmation if any of the above conditions are discovered.

2.2 Processing Time

Orders are typically processed within 24-72 business hours after order placement and payment authorization. Processing times are estimates only and are not guaranteed. Actual processing times may be longer during:

• Peak seasons (holidays, promotional events, new product launches)

• Weekends and holidays

• Inventory shortages or supply chain disruptions

• Custom or personalized orders

• Verification requirements (address, payment, identity)

• Force majeure events or circumstances beyond our control

We are not liable for delays in processing orders for any reason.

2.3 Order Cancellation by Customer

Once an order is placed and payment is authorized, it cannot be cancelled by the customer except as follows:

• Cancellation requests must be submitted within 1 hour of order placement

• Requests must be made by emailing support@taileva.com or calling 1-800-TAILEVA

• Cancellation is subject to approval in our sole discretion

• We may decline cancellation if the order has already been processed, shipped, or is in fulfillment

• Subscription orders: See Section 8 for subscription-specific cancellation terms

If we approve a cancellation, refunds will be processed to the original payment method within 5-10 business days. We may deduct processing fees, payment gateway fees, or restocking fees from the refund amount.

EXCEPTION FOR EU/UK RESIDENTS: Residents of the European Economic Area (EEA), United Kingdom, and Switzerland have a statutory 14-day cooling-off period and may cancel orders within this period as described in Section 11.1.

3. Shipping Terms

3.1 Shipping Methods and Costs

We offer the following shipping methods:

Standard Shipping (5-7 Business Days):

Estimated delivery: 5-7 business days after order shipment (not including processing time). Cost varies based on order total and destination. Free standard shipping may be offered on orders over a specified amount (subject to change without notice).

Expedited Shipping (2-3 Business Days):

Estimated delivery: 2-3 business days after order shipment. Additional fees apply. Available to select destinations only.

Express Shipping (1-2 Business Days):

Estimated delivery: 1-2 business days after order shipment. Additional fees apply. Available to select destinations only.

IMPORTANT: All delivery timeframes are ESTIMATES ONLY and are not guaranteed. Actual delivery times may vary. "Business days" excludes weekends, holidays, and carrier non-delivery days.

Shipping costs are calculated at checkout based on:

• Shipping address and destination

• Package weight and dimensions

• Selected shipping method

• Order total and applicable promotions

We reserve the right to modify shipping costs and methods at any time without notice.

3.2 Shipping Destinations and Restrictions

We currently ship to addresses in the United States, Canada, United Kingdom, European Union member states, Australia, and New Zealand, subject to the following:

• We ship only to physical street addresses. We do not ship to P.O. boxes, APO/FPO addresses, or parcel forwarding services.

• We may restrict or refuse shipments to certain geographic areas, regions, or addresses in our sole discretion.

• Certain products may have shipping restrictions based on destination regulations.

• We are not responsible for complying with local laws and regulations at the destination. It is your responsibility to ensure products can legally be shipped to and received at the destination address.

• We may cancel orders to addresses we determine to be high-risk, suspicious, or associated with fraud.

3.3 International Shipping

For international orders (outside the United States):

• YOU ARE RESPONSIBLE FOR ALL CUSTOMS DUTIES, TAXES, TARIFFS, IMPORT FEES, AND OTHER CHARGES imposed by your country. These charges are NOT included in your order total and will be billed separately by customs authorities.

• Delivery times for international orders are estimates and may be significantly delayed due to customs clearance, inspections, or other factors beyond our control.

• Packages may be inspected, opened, or held by customs authorities. We are not responsible for any delays, damage, or consequences resulting from customs processes.

• If a package is refused, abandoned, or returned by customs, you are responsible for all associated costs, including return shipping, customs fees, storage fees, and abandonment fees. We may deduct these costs from any refund.

• Currency conversion fees charged by your bank or payment provider are your responsibility.

3.4 Carriers and Tracking

We ship via FedEx, UPS, USPS, DHL, or other carriers selected in our sole discretion. You cannot specify a particular carrier unless we offer carrier selection at checkout.

Tracking information will be provided via email once your order ships. Tracking updates are provided by the carrier and may be delayed or incomplete. We are not responsible for carrier tracking errors or delays.

3.5 Delivery and Risk of Loss

RISK OF LOSS AND TITLE TO PRODUCTS PASS TO YOU UPON DELIVERY TO THE CARRIER. We are not responsible for packages after they are delivered to the carrier.

Delivery is deemed complete when the carrier indicates delivery at the address provided. This includes:

• Delivery to your doorstep, mailbox, or designated location

• Delivery to a household member, neighbor, or person at the delivery address

• Delivery to a building lobby, reception, or mail room

• Any other delivery method deemed completed by the carrier

YOU ARE RESPONSIBLE FOR ENSURING SOMEONE IS AVAILABLE TO RECEIVE THE PACKAGE. We are not liable for stolen packages, "porch piracy," or packages left unattended at the delivery address.

Signature requirement: Signature may be required for high-value orders or at the carrier's discretion. If no one is available to sign, the carrier will leave a notice and attempt redelivery or hold the package for pickup. Additional fees may apply.

3.6 Delivery Delays

WE ARE NOT RESPONSIBLE OR LIABLE FOR SHIPPING DELAYS FOR ANY REASON.

Delays may occur due to:

• Carrier delays, weather events, natural disasters, or force majeure

• Customs clearance delays (international orders)

• Incorrect or incomplete address information provided by you

• Refused delivery, failed delivery attempts, or recipient unavailability

• Peak shipping periods (holidays, promotions, seasonal demand)

• Security inspections, regulatory holds, or government restrictions

• Labor disputes, strikes, or carrier operational issues

• Any other circumstances beyond our reasonable control

We do not guarantee delivery by any specific date, including holidays or special occasions. If timely delivery is critical, you should order well in advance. We are not liable for any damages, losses, or expenses arising from delayed delivery.

3.7 Lost or Missing Packages

If a package is marked as delivered by the carrier but you have not received it:

• Wait 48 hours after the delivery date (packages may be delivered to a neighbor, building office, or different location on the property)

• Check all possible delivery locations at your address

• Verify the delivery address on your order confirmation

• Contact the carrier using the tracking number

• After 48 hours, if the package cannot be located, contact us at support@taileva.com

We will investigate lost package claims on a case-by-case basis. We may, in our sole discretion:

• File a claim with the carrier

• Issue a replacement order at no charge

• Issue a refund

• Require you to file a claim directly with the carrier

• Decline the claim if we determine it lacks merit

Lost package claims must be submitted within 30 days of the delivery date shown by the carrier. We reserve the right to deny claims from customers with a history of lost package reports or suspected fraud.

3.8 Damaged Packages

If your package arrives visibly damaged:

• YOU MUST INSPECT THE PACKAGE UPON DELIVERY

• Note any visible damage on the carrier's delivery receipt

• Photograph the damaged packaging and contents immediately

• Retain all packaging materials

• Contact us at support@taileva.com within 48 hours of delivery with photos and description

Failure to report damaged packages within 48 hours may result in denial of your claim. We may require the damaged product to be returned at your expense for inspection before approving a replacement or refund.

3.9 Address Errors

YOU ARE SOLELY RESPONSIBLE FOR PROVIDING AN ACCURATE AND COMPLETE SHIPPING ADDRESS.

If you provide an incorrect, incomplete, or undeliverable address:

• We are not responsible for non-delivery, delayed delivery, or delivery to the wrong address

• You are responsible for all additional shipping charges to resend the package to the correct address

• If the package is returned to us, you will be charged return shipping fees and reshipping fees

• We may cancel the order and issue a refund minus all shipping costs and a restocking fee

• If you refuse delivery or the package is abandoned, you forfeit all refund rights and remain liable for all shipping and handling costs

Address change requests must be submitted within 1 hour of order placement. After processing begins, we cannot guarantee address changes will be honored. Additional fees may apply.

3.10 Shipping Fees Are Non-Refundable

ALL SHIPPING FEES ARE NON-REFUNDABLE UNLESS THE RETURN IS DUE TO OUR ERROR (e.g., wrong item shipped, defective product). If you return an order for any other reason, original shipping charges will not be refunded.

 

4. Returns Policy

4.1 Return Eligibility

Returns are accepted only under the following strict conditions:

Timeframe:

You must request a Return Material Authorization (RMA) within 30 days of the delivery date shown by the carrier. After 30 days, all sales are final.

Condition:

Products must be:

• Completely unused and unopened

• In original, sealed packaging with all seals intact

• In the same condition as received

• With all original tags, labels, and materials included

• Free of any signs of use, wear, damage, or alteration

OPENED, USED, OR DAMAGED PRODUCTS WILL NOT BE ACCEPTED FOR RETURN AND WILL BE RETURNED TO YOU AT YOUR EXPENSE, UNLESS THE RETURN IS DUE TO A DEFECT (see Section 5).

4.2 Non-Returnable Items

The following items are NOT eligible for return under any circumstances:

• Opened, unsealed, or used products

• Products marked as "Final Sale," "Clearance," "Non-Returnable," or similar designations

• Subscription products (see Section 8 for subscription-specific terms)

• Products purchased using promotional codes offering 50% or more discount

• Custom, personalized, or made-to-order products

• Bundle or multi-pack products with opened or missing items

• Products without proof of purchase

• Products purchased from unauthorized third-party sellers or resellers

• Products returned after the 30-day return window

• Products damaged due to misuse, neglect, or improper storage

4.3 Return Material Authorization (RMA) Process

ALL RETURNS MUST BE AUTHORIZED IN ADVANCE. UNAUTHORIZED RETURNS WILL BE REFUSED AND RETURNED TO YOU AT YOUR EXPENSE WITH NO REFUND.

To request a return:

Step 1: Submit RMA Request

Contact returns@taileva.com or submit a request through our Help Center within 30 days of delivery. Provide:

• Order number

• Product(s) you wish to return

• Reason for return

• Photos of the product in original packaging (if requested)

Step 2: RMA Approval

We will review your request within 3-5 business days. We may:

• Approve the RMA and issue an RMA number

• Deny the RMA if the return does not meet our eligibility criteria

• Request additional information or photos

• Offer alternative solutions (exchange, store credit, partial refund)

Step 3: Ship Return

If your RMA is approved:

• You must ship the product within 30 days of RMA issuance

• Include the RMA number on the package and packing slip

• Ship to the return address provided in your RMA approval email

• YOU are responsible for return shipping costs unless the return is due to our error

• We recommend using a trackable shipping method with insurance

• YOU bear the risk of loss in transit. We are not responsible for returns lost or damaged in shipping.

IMPORTANT: If we do not receive your return within 30 days of RMA issuance, we reserve the right to cancel the RMA and deny the refund. No extensions will be granted.

Step 4: Inspection and Processing

Upon receipt of your return, we will inspect the product within 5-10 business days. We reserve the right to:

• Accept the return and process a refund

• Reject the return if the product does not meet return conditions (opened, used, damaged, missing items, etc.)

• Deduct a restocking fee, depreciation fee, or damage fee from the refund

• Return the product to you at your expense if the return is rejected

Our decision regarding the condition and eligibility of returned products is final and binding.

4.4 Return Shipping Costs

YOU ARE RESPONSIBLE FOR ALL RETURN SHIPPING COSTS unless the return is due to our error (e.g., wrong item shipped, defective product, or damaged in transit).

Return shipping costs will not be refunded. If we provide a prepaid return label (at our discretion), the cost of the label will be deducted from your refund.

4.5 Restocking Fee

We reserve the right to charge a restocking fee of up to 20% of the product price for non-defective returns. The restocking fee will be deducted from your refund amount.

Restocking fees may apply to:

• Change-of-mind returns

• Returns of large or heavy items requiring special handling

• Products with damaged or missing packaging

• Returns after 14 days from delivery

Restocking fees do not apply to returns due to defects, errors in shipment, or damage in transit.

4.6 Exchanges

We do not offer direct exchanges. If you wish to exchange a product:

• Return the original product following the RMA process

• Once the return is processed and refund issued, place a new order for the desired product

• You will be responsible for shipping costs for both the return and the new order

• We cannot guarantee availability of the desired product at the time of your new order

EXCEPTION: If the return is due to our error (wrong item shipped), we will cover shipping costs for the return and replacement.

4.7 Refused or Abandoned Returns

If you refuse delivery of an order or if a package is returned to us as undeliverable, abandoned, or unclaimed:

• You forfeit all rights to a refund

• You are responsible for all shipping costs (original shipping + return shipping)

• We may charge a restocking fee of up to 20%

• We may charge storage fees or abandonment fees if the package is held at a carrier facility

• We may dispose of the product without liability

If we issue any refund for a refused or abandoned package, all fees will be deducted from the refund amount.

4.8 Excessive Returns Policy

We monitor return patterns and reserve the right to:

• Deny returns from customers with excessive return rates

• Suspend or terminate accounts with suspected abuse of return privileges

• Refuse future orders from customers with a history of excessive returns

• Report suspected fraud to appropriate authorities

"Excessive returns" is determined in our sole discretion and may include return rates above industry averages or patterns suggesting abuse.

 

5. Defective Products and Quality Issues

5.1 Definition of Defect

A product is considered "defective" only if it meets one of the following criteria:

• Manufacturing defect that renders the product unsafe or unusable for its intended purpose

• Arrives expired or past its best-by date

• Arrives contaminated, spoiled, or otherwise unsuitable for use

• Materially different from the product description on our Website (e.g., wrong formula, missing ingredients)

IMPORTANT: The following DO NOT constitute defects:

• Your pet does not like the taste or refuses to consume the product

• You do not see desired results or improvements

• Minor cosmetic variations in color, size, texture, or appearance

• Natural settling or separation of ingredients (common in supplements)

• Packaging variations or minor labeling differences

• Changes in product formulation announced on our Website

• Adverse reactions or side effects (unless caused by contamination or manufacturing defect)

5.2 Reporting Defective Products

If you believe you received a defective product, you must:

• Contact us at support@taileva.com within 7 days of receipt

• Provide your order number and detailed description of the defect

• Provide clear photos showing the defect, lot number, expiration date, and packaging

• Stop using the product immediately and retain all packaging and product

• Do not dispose of the product until we provide further instructions

FAILURE TO REPORT DEFECTS WITHIN 7 DAYS MAY RESULT IN DENIAL OF YOUR CLAIM.

5.3 Defective Product Returns

If we confirm that a product is defective, we will, in our sole discretion:

• Provide a prepaid return label for you to return the defective product

• Issue a replacement product at no charge

• Issue a full refund including original shipping charges

• Provide store credit or a discount code for future purchases

• Request that you dispose of the product and provide proof of disposal

Defective product returns do NOT require an RMA if we provide a prepaid return label. However, you must still contact us first before shipping any returns.

If we request return of a defective product:

• We will cover return shipping costs

• No restocking fee will apply

• You may return opened or partially used products

• Refunds will include original shipping charges

5.4 Product Recalls

In the event of a product recall, we will:

• Notify affected customers via email (to the email address on file)

• Post recall information on our Website

• Provide instructions for return or disposal

• Issue refunds or replacements as required by applicable regulations

It is your responsibility to ensure we have your current email address and to monitor recall notices.

5.5 Adverse Event Reporting

If your pet experiences any adverse reaction or health issue after consuming our products, you must:

• Seek immediate veterinary care if the reaction is serious

• Stop using the product immediately

• Report the adverse event to us at support@taileva.com within 48 hours

• Provide detailed information including pet's species, breed, age, weight, health history, symptoms, and veterinary diagnosis

• Retain the product, packaging, and lot number for investigation

Reporting an adverse event does not guarantee a refund or replacement. We will investigate adverse event reports and respond within a reasonable timeframe. We may report adverse events to regulatory authorities as required by law.

IMPORTANT DISCLAIMER: Our products are not intended to diagnose, treat, cure, or prevent any disease. Adverse reactions may be due to pre-existing conditions, allergies, drug interactions, or other factors unrelated to product defects. See our Terms of Service for full disclaimers and limitations of liability.

 

6. Refunds

6.1 Refund Processing Time

Once we receive and inspect your returned product, we will process your refund within 5-10 business days. Refunds will be issued to the original payment method used for the purchase.

Please note:

• It may take an additional 5-10 business days for the refund to appear in your account, depending on your financial institution

• Credit card refunds appear as a credit on your statement, not a deposit

• We are not responsible for delays caused by your bank or payment processor

6.2 Refund Amount

Refund amounts will be calculated as follows:

For Non-Defective Returns:

• Product purchase price only

• MINUS restocking fee (up to 20% if applicable)

• MINUS original shipping charges (non-refundable)

• MINUS return shipping charges (if we provided a prepaid label, the cost will be deducted)

• MINUS any damage fees, missing item fees, or depreciation fees

For Defective Products or Our Errors:

• Full product purchase price

• PLUS original shipping charges

• No restocking fee

• No return shipping charges

For Partial Refunds:

We reserve the right to issue partial refunds in the following circumstances:

• Product returned with damaged, missing, or incomplete packaging

• Product shows signs of use or wear

• Product missing accessories, tags, or labels

• Product returned after 14 days but within 30 days

• Return of partial quantities from a multi-pack or bundle

6.3 Refund Method

Refunds will be issued to the original payment method:

• Credit card: Refund credited to the card used for purchase

• Debit card: Refund credited to the card used for purchase

• PayPal: Refund credited to your PayPal account

• Other payment methods: Refund via the same method used for payment

We do not issue refunds via check, cash, wire transfer, or different payment methods. If the original payment method is no longer valid or available, contact us at support@taileva.com to arrange an alternative (subject to our approval and may incur processing fees).

In certain circumstances, we may offer refunds in the form of:

• Store credit

• Gift cards

• Discount codes for future purchases

Store credit and gift cards are subject to our standard terms and conditions, including expiration dates and usage restrictions.

6.4 Taxes and Fees

Sales tax or VAT paid on the original order will be refunded only for the portion of the order being returned. You are responsible for requesting refunds of customs duties, import taxes, or other international fees directly from the relevant authorities.

Payment processing fees, currency conversion fees, and international transaction fees are non-refundable.

6.5 Promotional Discounts and Gift Cards

If you used a promotional code, discount, or gift card on your order:

• Refunds will be based on the discounted price you paid, not the original retail price

• If the discount applied to the entire order and you return only part of the order, we will recalculate the discount and you may receive a lower refund

• Gift card balances used for payment will be restored to the gift card (not refunded to your payment method)

• One-time promotional codes cannot be reused

• Free gifts or promotional items received must be returned with the order or their value will be deducted from your refund

6.6 Bundled Products

For products sold as bundles or multi-packs:

• The entire bundle must be returned to receive a full refund

• Partial bundle returns are not accepted unless the entire bundle is defective

• If individual items from a bundle are opened or missing, the return will be denied

• Bundle pricing reflects a discount; individual items from bundles have no standalone refund value

6.7 Refund for Cancelled Orders

If we cancel your order (see Section 2.1), refunds will be processed within 5-10 business days. We may deduct payment processing fees or other costs incurred.

If you cancel an order (within the 1-hour window), we reserve the right to deduct cancellation fees, payment processing fees, and any costs already incurred (e.g., packaging, label printing).

7. Wrong Item Shipped or Shipping Errors

7.1 Our Responsibility

If we ship you the wrong item due to our error (e.g., incorrect product, incorrect quantity, missing items from your order), we will:

• Replace the item at no charge

• Cover return shipping costs for the incorrect item

• Cover shipping costs for the replacement item

• Issue a full refund (if you prefer a refund instead of replacement)

7.2 Reporting Errors

You must report shipping errors within 7 days of receipt. Contact support@taileva.com with:

• Order number

• Description of the error

• Photos of the incorrect item received and packing slip

Shipping errors reported after 7 days may be denied.

7.3 Returning Wrong Items

If we confirm a shipping error, we will provide a prepaid return label. You must:

• Return the incorrect item in its original packaging

• Ship within 14 days of receiving the return label

• Use the carrier and method specified on the label

In some cases, we may allow you to keep or dispose of the incorrect item at our discretion.

 

8. Subscription Orders

8.1 Subscription Terms

If you enroll in a subscription service:

• Your payment method will be automatically charged at the selected frequency (e.g., every 30 days, 60 days, 90 days)

• Subscriptions continue indefinitely until you cancel

• You authorize recurring charges until cancellation

• Subscription pricing may be lower than one-time purchase pricing

8.2 Subscription Cancellation

To cancel your subscription:

• Log into your account and cancel through your subscription dashboard

• Contact us at support@taileva.com or call 1-800-TAILEVA

• YOU MUST CANCEL AT LEAST 48 HOURS BEFORE YOUR NEXT SCHEDULED SHIPMENT to avoid being charged.

• If you cancel less than 48 hours before shipment, you will be charged for the upcoming order

• Once a subscription order ships, it cannot be cancelled (but may be eligible for return per this Policy)

We are not responsible for charges incurred if you fail to cancel within the required timeframe.

8.3 Subscription Modifications

You may modify your subscription (change frequency, skip shipments, change products) through your account dashboard or by contacting us. Modifications must be made at least 48 hours before the next scheduled shipment.

8.4 Subscription Price Changes

We reserve the right to change subscription pricing. If we increase your subscription price, we will provide 30 days' advance notice via email. The new price will apply to your next renewal after the notice period. You may cancel before the new price takes effect.

8.5 Subscription Returns and Refunds

Subscription orders are subject to the same return policy as one-time purchases (see Section 4), with the following exceptions:

• First subscription order may be returned per standard return policy

• Subsequent subscription orders may have more restrictive return eligibility (e.g., defects only)

• Excessive returns of subscription orders may result in subscription cancellation

• Subscription discounts apply to the subscription as a whole; if you return multiple subscription orders, we may revoke your subscription discount and charge the difference

8.6 Subscription Termination by Taileva

We reserve the right to cancel, suspend, or terminate any subscription at any time for any reason, including:

• Payment failure or declined charges

• Product discontinuation

• Suspected fraud or abuse

• Excessive returns or chargebacks

• Violation of Terms of Service

 

9. Chargebacks and Payment Disputes

INITIATING A CHARGEBACK OR PAYMENT DISPUTE WITHOUT FIRST CONTACTING US TO RESOLVE THE ISSUE IS A VIOLATION OF THIS POLICY AND OUR TERMS OF SERVICE.

9.1 Contact Us First

Before filing a chargeback or payment dispute with your bank or credit card company, you must contact us at support@taileva.com and provide us with a reasonable opportunity to resolve the issue (at least 10 business days).

9.2 Consequences of Chargebacks

If you initiate a chargeback or payment dispute:

• We may immediately suspend or terminate your account

• We may refuse future orders from you

• We may report the chargeback to fraud prevention databases and credit bureaus

• We may pursue collection of amounts owed, including the charged amount plus chargeback fees (typically $15-$100) and any collection costs

• We may pursue legal action for fraudulent chargebacks

• If the chargeback is resolved in our favor, you remain liable for the original charge plus all fees

9.3 Defending Chargebacks

We reserve the right to contest any chargeback or payment dispute and will provide evidence to your financial institution, including:

• Order confirmation and receipt

• Shipping confirmation and tracking information

• Proof of delivery

• IP address, device information, and transaction details

• Communication history

• This Policy, Terms of Service, and your acceptance thereof

10. Limitations and Disclaimers

10.1 No Guarantee of Availability

We do not guarantee that any product will be available for purchase, return, exchange, or replacement. Product availability is subject to change without notice.

10.2 Product Formulation Changes

We reserve the right to modify product formulations, ingredients, packaging, labeling, and specifications at any time without notice. Such changes do not constitute grounds for return unless the product is materially different from what was described at the time of purchase.

10.3 Photos and Descriptions

Product photos are for illustrative purposes only. Actual products may vary in color, size, packaging, or appearance. We make reasonable efforts to ensure product descriptions are accurate, but we do not guarantee accuracy or completeness.

10.4 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY FOR ANY CLAIMS RELATED TO SHIPPING, RETURNS, OR REFUNDS SHALL NOT EXCEED THE AMOUNT YOU PAID FOR THE SPECIFIC PRODUCT(S) AT ISSUE.

We are not liable for:

• Indirect, incidental, special, consequential, or punitive damages

• Lost profits, revenue, or business opportunities

• Veterinary expenses or pet health issues

• Emotional distress or loss of companionship

• Delays in delivery or processing

• Lost, stolen, or damaged packages

• Third-party actions (carriers, payment processors, etc.)

See our Terms of Service for additional disclaimers and limitations of liability.

10.5 Force Majeure

We are not liable for any failure or delay in shipping, returns processing, or refunds due to circumstances beyond our reasonable control, including but not limited to: natural disasters, weather events, pandemics, war, terrorism, labor disputes, supplier failures, carrier delays, government actions, or utility failures.

 

11. Jurisdiction-Specific Provisions

The following provisions supplement this Policy for residents of specific jurisdictions. In the event of any conflict between this Section and the rest of the Policy, this Section controls for the applicable jurisdiction.

11.1 European Union, United Kingdom, and Switzerland

If you are a resident of the European Economic Area (EEA), United Kingdom, or Switzerland, you have the following additional rights under consumer protection laws:

14-Day Right of Withdrawal (Cooling-Off Period):

• You have the right to cancel your order within 14 days of receiving the product, for any reason or no reason

• During this period, you may open and inspect the product (but not use it excessively)

• To exercise this right, notify us in writing before the end of the 14-day period

• You must return the product within 14 days of notifying us

• You are responsible for return shipping costs unless the product is defective

• We will refund the product price and original shipping costs within 14 days of receiving the return

• We may deduct an amount for any diminished value resulting from handling beyond what is necessary to establish the nature and quality of the product

Exceptions to Right of Withdrawal:

The right of withdrawal does not apply to:

• Products that are sealed and were unsealed after delivery and are not suitable for return for health or hygiene reasons (pet supplements may fall under this category once opened)

• Custom or personalized products

• Products that can deteriorate or expire rapidly

Legal Guarantee of Conformity:

• Products must conform to the description provided and be fit for their intended purpose

• You have a minimum 2-year guarantee from delivery (in the EU)

• If a product is non-conforming, you may request repair, replacement, price reduction, or contract termination

• Defects discovered within the first 12 months are presumed to have existed at delivery (unless we prove otherwise)

Online Dispute Resolution:

EU residents may access the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/

11.2 Australia

If you are a resident of Australia, you have rights under the Australian Consumer Law that cannot be excluded, including:

Consumer Guarantees:

• Products must be of acceptable quality, fit for purpose, and match description

• If there is a major failure with a product, you are entitled to a refund or replacement

• If the failure is minor, we may choose to provide a repair, replacement, or refund

Nothing in this Policy limits or excludes any rights you may have under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

11.3 New Zealand

If you are a resident of New Zealand, you have rights under the Consumer Guarantees Act 1993 that cannot be excluded:

• Products must be of acceptable quality and fit for purpose

• Products must match the description, sample, or demonstration model

• If a product fails to meet a guarantee, you may be entitled to a repair, replacement, or refund

Nothing in this Policy limits or excludes your rights under the Consumer Guarantees Act 1993.

11.4 Canada

If you are a resident of Canada:

• Provincial consumer protection laws may provide additional rights regarding returns and refunds

• Quebec residents: Certain provisions of this Policy may not apply to you if they conflict with Quebec's Consumer Protection Act

• You may be entitled to remedies for defective products under provincial sale of goods legislation

11.5 United States - State-Specific Provisions

California Residents:

• You have the right to request information about our refund policy at any time

• Certain warranty disclaimers may not apply to you under California law

Other States:

Some states do not allow certain limitations on warranties or liability. If you reside in such a state, some limitations in this Policy may not apply to you.

12. Contact Information and Dispute Resolution

For questions, concerns, or complaints regarding shipping, returns, or refunds, please contact:

Customer Service: support@taileva.com

Phone: 1-800-TAILEVA

Returns Department: returns@taileva.com

Mailing Address: [Your Business Address]

Disputes arising from or related to this Policy are subject to the dispute resolution and arbitration provisions in our Terms of Service, including mandatory individual arbitration and class action waiver.

ACCEPTANCE AND ACKNOWLEDGMENT

BY PLACING AN ORDER, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO THIS SHIPPING, RETURNS, AND REFUNDS POLICY.

END OF SHIPPING, RETURNS, AND REFUNDS POLICY