Refund & Return Policy
At TailPlay we want you to feel confident about your purchase. This policy explains how returns and refunds work for EU/Dutch customers, including your statutory rights and how we handle defective or incorrect items.
1) Right of withdrawal (EU/Dutch law)
You can withdraw from your order within 14 days after the day you receive the product, without giving a reason.
To exercise your right of withdrawal, you must notify TailPlay by a clear statement (for example by email or via our contact form) before the 14-day period expires.
After you have withdrawn, you must send the goods back within 14 days.
TailPlay will refund all payments received for the returned goods, including the standard outbound delivery costs for that order or order-part, where this is legally required.
TailPlay may wait to issue the refund until we have received the goods back or until you provide proof of return shipment, whichever comes first.
Refunds are made via the original payment method unless we explicitly agree otherwise.
Change-of-mind returns: The direct cost of returning the goods is borne by the customer.
2) Condition of the returned goods
You may inspect the product as you would in a physical store. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
3) Exceptions to the right of withdrawal
- Sealed goods that are not suitable for return for health or hygiene reasons, if they were unsealed after delivery.
- Personalized/custom-made goods.
- Goods that deteriorate quickly (to the extent that such cases apply to the product you purchased).
4) Damaged, defective, or wrong items
If an item arrives damaged, defective, or incorrect, please contact TailPlay as soon as possible. Include your order number and (if possible) clear photos or videos of the issue.
We will assess the situation and provide an appropriate remedy in line with applicable consumer law, such as replacement, repair, or refund where appropriate. Your statutory rights are not weakened by this policy.
5) Practical return instructions
- Contact TailPlay by email or through the contact form. Include your order number. For withdrawal (change of mind), a reason is optional.
- Wait for return instructions (for example, whether we need photos or a specific method for shipping).
- Pack the item securely and send it using a trackable method where possible.
- Send the package to the return address provided in your return instructions.
6) Contact details
For questions about returns and refunds, contact us at contact@tailplay.eu or use the contact form at our contact form.
Company: TailPlay – Love for your Pets
Return address:
Aurora 229, 6412M Heerlen, Netherlands