Refund policy

Return & Refund Policy

We want you and your dog to love your Onyx Tail order. If something isn't right, you have 30 days from the day your order is delivered to request a return.

How to start a return

Email us at support@onyxtail.com with your order number and the reason for the return. We'll reply with return instructions and the return address. Items sent back without first contacting us cannot be accepted.

Conditions

Items must be unused, unwashed, free of pet hair and odors, and returned in their original packaging with all tags attached. For hygiene reasons, items that have been worn by a pet cannot be returned unless they are defective.

Return shipping

Return shipping costs are paid by the customer. If your item arrived damaged, defective or incorrect, we will cover the cost: simply email us within 7 days of delivery with a photo of the issue, and we'll send a free replacement or a full refund.

Wrong size?

Please check our size chart before ordering. If the size doesn't fit, contact us within 30 days of delivery and we'll help you exchange it for another size (return shipping paid by the customer).

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5-10 business days. Original shipping is free, so no shipping charges are deducted.

EU customers

If you are located in the European Union, you also have the statutory right to withdraw from your purchase within 14 days of delivery without giving a reason. This policy does not affect your statutory rights.