Refund & Returns Policy – Tail & Tribe
We want you and your dog to be happy with every box. Here's exactly where you stand under South African consumer law.
CHANGE OF MIND
South African law gives online shoppers a 7-day cooling-off right to cancel a purchase, but this excludes goods that are perishable or made to order (ECT Act, Section 42(2)). Because every Tail & Tribe box is freshly assembled to order and contains perishable treats, we can't offer change-of-mind returns once a box has been made up. Haven't received shipping confirmation yet? Contact us immediately and we'll do our best to cancel or amend your order before it's packed.
FAULTY, DAMAGED, OR INCORRECT ITEMS
This is separate from change-of-mind and can't be excluded. Every item is covered by a 6-month implied warranty of quality under the Consumer Protection Act. If your box arrives damaged, an item is faulty, or we've sent the wrong box or item, we will repair, replace, or refund it at no cost to you, your choice. Email info@tailandtribe.co.za within 7 days of delivery with your order number and a photo of the issue.
CANCELLING BEFORE DISPATCH
Change your mind before we've packed your box? Email or WhatsApp us as soon as possible. If your order hasn't been prepared yet, we'll cancel it and refund you in full. Once a box has entered production, we can no longer cancel for change of mind.
REFUND METHOD & TIMING
Approved refunds are paid back to your original payment method within 7-14 business days of approval. We don't offer cash refunds or store credit unless you specifically request store credit.
RETURN SHIPPING
Where a return is approved for a faulty, damaged, or incorrect item, we cover the cost of getting it back to us, or we may simply ask for a photo since perishable goods often don't need to be returned. If we approve a return outside this policy as a goodwill gesture, the customer covers return shipping.
GIFT PURCHASES
Bought a box as a gift? The same terms apply, but we're happy to liaise with you, the purchaser, rather than the recipient — just let us know it was a gift when you contact us.
CONTACT US
Questions about an order, a delivery issue, or this policy? Reach us at info@tailandtribe.co.za — we read every message ourselves.
This policy is a plain-English guide to your rights under South African law and does not constitute formal legal Last Updated: August 2026
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