We want you to love your Tailsy purchase. If something is not quite right, we are here to help.
Our voluntary 30-Day Return Offer is provided in addition to any rights you have under the Australian Consumer Law. It does not replace or limit those rights.
This policy applies to purchases made by consumers through our website. It does not apply to wholesale, trade or business-to-business orders, which are governed by separate terms.
1. Our 30-Day Return Offer
You may request a return within 30 days of receiving your order.
Our voluntary 30-Day Return Offer does not apply where you simply change your mind or make an error when selecting or ordering a product, including selecting the wrong size, colour, model or product.
This does not affect any rights or remedies you may have under the Australian Consumer Law.
To qualify for a return under this voluntary offer, the product must be:
unused and in the same condition in which it was received;
complete, with all pieces, accessories and components; and
returned in its original packaging.
You will also need your receipt or proof of purchase.
Products that have been assembled, used, tested, altered or damaged, or that are returned with missing pieces, accessories or packaging, may not qualify for a voluntary change-of-mind return.
Where a returned product shows signs of use, damage, missing components or other reduction in condition, we may decline the voluntary return or reduce the refund to reasonably reflect the condition and diminished value of the product.
Important: The conditions above apply to our voluntary offer only. Where the Australian Consumer Law gives you broader rights, those legal rights apply and take precedence over this section.
Products excluded from the voluntary offer
The following products are excluded from our voluntary 30-Day Return Offer:
Gift cards and digital products;
Products clearly marked as final sale or clearance at the time of purchase; and
Products made or personalised to your specifications.
These exclusions apply only to our voluntary offer. They do not limit your rights in relation to faulty, unsafe, misdescribed or non-conforming products under the Australian Consumer Law.
2. Cancelling Before Dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at hi@tailsy.com.au.
Where the order has not yet entered fulfilment, we will make reasonable efforts to cancel it and, where cancellation is accepted, refund you in full.
Once an order has entered fulfilment or has been dispatched, it will be handled under the return sections below.
3. Starting a Return
To request a return, contact us at hi@tailsy.com.au within the applicable return period and provide your order details.
Please do not send a product back before contacting us. Once your return is approved, we will provide return instructions and the correct return address. Returns sent without prior approval may not be accepted.
For voluntary change-of-mind returns, return shipping is the customer's responsibility unless applicable law requires otherwise.
We recommend using a tracked shipping service. Tailsy cannot be responsible for a return shipment lost before it reaches us, except where that responsibility cannot lawfully be excluded.
4. Damaged, Faulty or Incorrect Products
Please inspect your order when it arrives and contact us as soon as reasonably possible if a product is defective, damaged, materially different from what you ordered, or if you received the wrong product.
To help us assess the issue, we may reasonably request photographs, videos, packaging information or other relevant details. Where necessary, we may require the product to be returned for inspection.
Once the issue has been assessed, we will provide the remedy required under the Australian Consumer Law. Depending on the circumstances, this may include repair, replacement, refund or another appropriate remedy.
Where a product has a major failure, you may have the right to choose between a refund, replacement or another remedy available under the Australian Consumer Law.
Where a product is faulty, damaged or incorrectly supplied, we will cover reasonable return shipping costs.
Nothing in this section limits any rights you have under the Australian Consumer Law.
5. Product Safety and Recalls
If we or a regulator issue a safety notice or recall affecting a product you have purchased, the remedy set out in that notice applies regardless of the time limits or conditions in this policy.
Nothing in this policy limits your rights in relation to unsafe products.
6. Exchanges
We do not generally process direct exchanges.
If you would like a different product due to a change of mind, the usual option is to return your eligible product under this policy and place a new order.
This does not limit any right to a replacement you may have for faulty, unsafe or non-conforming goods under the Australian Consumer Law.
7. Delivery Timeframes
Delivery dates and timeframes shown on our website, at checkout or in shipping communications are estimates unless expressly stated to be guaranteed.
Tailsy is an Australian business and sells products to customers within Australia only.
Orders may be fulfilled from different inventory locations depending on product availability. Some orders may be dispatched from within Australia, while others may be dispatched from an overseas fulfilment location.
Delivery may take longer during peak periods such as Christmas and other holidays, carrier delays, severe weather, local delivery conditions, customs or border processing where applicable, or circumstances outside our reasonable control.
A delay beyond an estimated delivery date does not automatically mean a shipment has been lost.
If we are unable to dispatch your order within the timeframe represented at the time of purchase, we will notify you and provide any options required by applicable law.
Nothing in this section limits any rights you have under the Australian Consumer Law in relation to delayed or undelivered goods.
8. Packages Marked as Delivered
If carrier tracking confirms an order has been delivered to the shipping address provided at checkout, the order will generally be treated as delivered.
If you cannot locate a package marked as delivered, please contact us as soon as possible. We may ask you to:
check the delivery location and any safe places around the property;
check with household members, neighbours, reception or building management;
contact the carrier; and
provide information reasonably required to investigate the delivery.
We will assist by providing available tracking or shipment information and, where appropriate, by raising an enquiry with the carrier.
We aim to complete this investigation within 10 business days and will advise you of the outcome and the remedy, if any.
To the extent permitted by applicable law, Tailsy is not responsible for theft, loss or disappearance of a package after it has been successfully delivered to the customer's nominated delivery address.
A refund or replacement will therefore not be provided automatically solely because a customer reports that a package cannot be located after confirmed delivery.
Nothing in this section limits any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
9. Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an error, contact us as soon as possible. We will make reasonable efforts to update the address where possible, but we cannot guarantee an address can be changed once an order has entered fulfilment or been dispatched.
If an order is sent to an incorrect or incomplete address provided by the customer and cannot be delivered or recovered, Tailsy is not responsible for the resulting loss, to the extent permitted by applicable law.
If the package is returned to us, we will contact you and offer a choice:
we resend the order, once you pay the reasonable additional shipping costs we actually incur; or
we refund the product price, less shipping and other non-recoverable costs we have actually incurred, where permitted by applicable law.
Any amount deducted will reflect costs actually incurred and will be shown to you before your refund is issued.
We do not charge a fixed restocking fee.
This section does not apply where the failed delivery results from our error and does not affect any rights that cannot lawfully be excluded.
10. Refused, Unclaimed and Returned-to-Sender Packages
If a shipment is returned to us because it was refused, unclaimed, an incorrect or incomplete address was provided, or a required delivery process was not completed, we will assess the returned order once received and contact you where reasonably practicable.
Where permitted by applicable law, reasonable shipping, return-shipping, carrier or other costs actually incurred may be deducted from any refund or charged before an order is resent.
This does not apply where the return resulted from an error by Tailsy or where applicable law requires otherwise.
11. Duties, Taxes and Customs
Tailsy covers any applicable import duties, taxes and customs charges associated with your order.
You will not be required to pay additional import duties or customs charges to receive your order.
If a carrier or customs authority asks you to pay such a charge, please contact us at hi@tailsy.com.au before making the payment so that we can investigate and resolve the issue where applicable.
Customs or border processing may occasionally cause delays outside our reasonable control.
12. Refunds
We will notify you once we have received and inspected your return and advise whether your refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days, and in any case within any shorter period required by applicable law.
Your bank, card issuer or payment provider may require additional time to process and display the refund after we have issued it.
If more than 15 business days have passed since we confirmed your refund was processed, please contact us at hi@tailsy.com.au.
13. Excessive, Fraudulent or Abusive Returns and Claims
We reserve the right to investigate and, where permitted by law, decline voluntary returns or claims where we reasonably believe this policy is being abused or that fraudulent activity has occurred.
This may include repeated purchases and returns of substantially similar products, false claims concerning delivery or product condition, intentional product damage, deliberately withheld components or other conduct inconsistent with this policy.
This provision does not affect legitimate claims or any rights or remedies that cannot lawfully be excluded.
Your Rights Under Australian Consumer Law
14. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Our voluntary 30-Day Return Offer is additional to these rights and does not replace them.
Where a product has a major failure, you may generally choose between a refund or replacement. Where a product has a minor failure, we may generally choose to repair or replace the product.
Nothing in this policy prevents you from exercising any right or remedy available to you under the Australian Consumer Law.
15. Changes to This Policy
We may update this policy from time to time.
The version published on our website at the time you placed your order is the version that applies to that order, except where changes are required by law or otherwise apply to you under applicable law.
16. Contact Us
For questions about a return, refund or product issue, please contact:
Prestigious Homeware Pty Ltd trading as Tailsy ABN 81 627 749 848
The address above is not a returns address. Please do not send products or parcels to this address. Returns must first be authorised by our customer service team and sent to the return address provided by us.
We aim to respond to enquiries within 2 business days.
