Refund policy

Returns & Refunds

We want you and your furry family members to love your Tinsel Tails purchase. If you change your mind, you may request a return within 30 days of receiving your order.

To be eligible for a change-of-mind return, your item must be unused, unworn and in the same condition in which you received it, with any tags attached and in its original packaging. Proof of purchase is also required.

To request a return, please contact us at dawnemmarose@gmail.com before sending anything back. We will provide return instructions if your return is approved. Items returned without contacting us first may not be accepted.

For change-of-mind returns, customers are responsible for return postage costs. Original shipping charges are non-refundable unless the product is faulty, damaged, incorrect or otherwise required by Australian Consumer Law.

Damaged, faulty or incorrect items

Please check your order when it arrives. If your item is damaged, defective, incorrect or there is another problem with your order, please contact us as soon as possible at dawnemmarose@gmail.com.

Please include your order number and, where possible, photographs showing the problem so we can resolve it quickly.

Nothing in this policy limits any rights or remedies you may have under the Australian Consumer Law.

Items that cannot be returned for change of mind

For hygiene, safety and customisation reasons, we generally cannot accept change-of-mind returns for:

  • Personalised or custom-made products
  • Items that have been used, worn, washed or damaged after delivery
  • Pet bedding, clothing or similar products that have been used by an animal
  • Gift cards
  • Clearance or final-sale items where they are clearly identified as final sale

These exclusions do not apply where you are entitled to a remedy under Australian Consumer Law because an item is faulty, damaged, not as described or otherwise fails to meet a consumer guarantee.

Exchanges

We don't currently offer direct exchanges. If you would like a different item, size or design, please contact us about returning the original item and place a new order for your preferred product.

Refunds

Once your return has been received and inspected, we'll let you know whether your refund has been approved.

Approved refunds will be returned to your original payment method. Please allow up to 10 business days for the refund to appear after it has been processed, depending on your bank or payment provider.

If more than 15 business days have passed since we approved your refund, please contact dawnemmarose@gmail.com.

European Union customers

If your order is shipped to the European Union, you may also have a statutory right to cancel or return eligible purchases within 14 days, subject to applicable EU consumer laws and any permitted exceptions.

Questions?

For any questions about returns, refunds or an issue with your order, contact us at dawnemmarose@gmail.com.