Last updated: 2026-06-07 · Version 2.0
1. Our policy in short
TailsMart is a marketplace; products are sold and fulfilled by independent Partner stores. We offer replacement of damaged, defective or wrong items only. We do not offer change-of-mind returns, and most products are not refundable. This policy is published under the Consumer Protection (E-Commerce) Rules, 2020. It does not take away any right you have under the Consumer Protection Act, 2019 that cannot lawfully be excluded.
2. When you can ask for a replacement
You are entitled to a free replacement if, at the time of delivery, the item is:
- Damaged (broken, leaking, spoiled or tampered packaging);
- Defective (does not work as it should, or is expired); or
- Wrong or missing (you received a different item, wrong quantity, or an item is missing from the order).
Please check your order at the time of delivery. Report a qualifying issue promptly — at the doorstep or within 24 hours of delivery for perishable items (such as pet food and treats), and within 48 hours for non-perishable items — with the order ID and clear photographs of the item and packaging.
3. What is not returnable or refundable
- Change of mind, wrong choice, or "no longer needed".
- Perishable goods and consumables once opened or used (pet food, treats, medicines), except where damaged/defective on delivery.
- Items damaged due to misuse or improper storage after delivery.
- Live animals and adoptions — these are never "returned"; concerns about an adopted pet are handled by the shelter, not as a product return.
- Services already rendered or partly rendered (grooming, boarding, walking, training, vet consultations). Partner cancellation rules apply before the service.
- Donations, once processed.
- Gift cards / wallet top-ups (not redeemable for cash).
4. How to request a replacement
Open the order in your account and tap "Report an issue", or contact support@tailsmart.in with your order ID and photos. We review requests within 48 hours and coordinate the replacement with the Partner store.
5. When a replacement is not possible
If the same item cannot be replaced (for example, it is out of stock at the Partner store), we will, at our discretion, offer a substitute or credit the value to your TailsMart wallet. Where a payment was made online and no replacement or substitute is possible, the amount may be refunded to the original payment method; please allow 5–7 business days for it to reflect.
6. Cancellations & failed payments
- Cancellation: an order may be cancelled before the Partner dispatches it; any amount already paid for that order is refunded. Once dispatched, an order cannot be cancelled.
- Order declined / not accepted (out of stock, outside the serviceable area, suspected fraud): any amount paid is refunded.
- Payment failed but money debited: failed-payment amounts are auto-reversed by the payment gateway, usually within 5–7 business days.
- Cash on Delivery: any approved credit is issued to your TailsMart wallet (we cannot reverse cash handed to a rider).
7. Chargebacks & disputes
Please contact us before initiating a bank chargeback so we can resolve the issue. If you disagree with a decision, email support@tailsmart.in with your order ID; unresolved disputes may be escalated to our Grievance Officer and, ultimately, the Consumer Disputes Redressal Commission.
This document is provided for general compliance and is not legal advice. Review the final text with an advocate before publication.