Return & Refund Policy
 

Last updated: August 28, 2026

Thank you for shopping with SofieeTails.

We want every purchase to be a happy experience for you and your pet. If you are not completely satisfied with your purchase, please review the return and refund terms below.

This Return & Refund Policy applies to all products purchased through the SofieeTails website.
 

1. Return Eligibility

We accept eligible return requests made within 7 days of delivery.

To be eligible for a return:

• The product must be unused and unopened.

• The product must be in its original packaging and in the same condition in which you received it.

• All original labels, seals, accessories, and packaging should be intact.

• You must provide your order details and, where requested, photographs or other information regarding the product.

• The return request must be raised within 7 days of receiving the order.
  
   

For hygiene and safety reasons, opened, used, or partially used pet-care and grooming products may not be eligible for return or refund, except where the product has arrived damaged, defective, incorrect, or has another issue covered under this policy.

We reserve the right to reject a return request if the product does not meet the above conditions.
 

2. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, leaking, tampered with, or you receive an incorrect product, please contact us as soon as possible and preferably within 48 hours of delivery.

Please send us:

• Your order number

• A description of the issue

• Clear photographs of the product and packaging

• A video, where necessary, showing the issue with the product or package
  
  
   

Our team will review the issue and, where the claim is approved, we may offer a replacement, refund, or another appropriate resolution.

Please do not dispose of the product or packaging until our team has completed the review.
 

3. Products That Cannot Be Returned

For hygiene, safety, and product-quality reasons, the following products are generally not eligible for return:

• Products that have been opened or used.

• Products that are partially consumed or altered after delivery.

• Products returned without their original packaging or labels.

• Products damaged due to improper storage, handling, or use after delivery.

• Products returned after the applicable return period.

• Products purchased as part of a special promotion or clearance sale, unless the product was defective, damaged, or incorrectly supplied.

• Products that cannot be resold due to hygiene or safety considerations.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

 

4. How to Request a Return

To request a return, please contact us with your order number and reason for the return.

Email: sofieetails@gmail.com
WhatsApp: +91 9226842544

Once we receive your request, our team will review the details and provide you with the next steps.
 

Please do not ship a product back to us before receiving return instructions from our team.

5. Return Shipping

If the return is due to a change of mind or any reason not caused by an error or defect on our part, the customer may be responsible for the applicable return shipping costs.

If the product was delivered damaged, defective, or incorrectly, SofieeTails will review the case and determine the appropriate resolution, including return shipping where applicable.

Customers are responsible for ensuring that approved returns are packaged securely to prevent damage during transit.
 

6. Refunds

Once an approved return is received and inspected, we will notify you regarding the status of your refund.

If your refund is approved, the applicable amount will be processed to the original payment method, subject to the payment provider's processing timelines.

Refund processing time may vary depending on your bank, card issuer, payment gateway, or other payment service provider.

Shipping charges, discounts, promotional benefits, or other applicable deductions may affect the final refund amount where permitted by this policy and applicable law.
 

7. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing the order.

Cancellation requests can only be accommodated if the order has not already been processed or shipped.

Once an order has been shipped, it may no longer be possible to cancel it. In such cases, the order will be subject to the applicable return terms stated in this policy.
 

8. Sale and Promotional Products

Products purchased during special sales, promotions, discounts, bundles, or clearance offers may have different return or refund conditions.

Unless otherwise stated on the product or promotional offer, discounted products may not be eligible for return due to a change of mind.

However, products that arrive damaged, defective, or incorrect will be reviewed in accordance with this policy and applicable law.
 

9. Refund Not Received

If you have been notified that your refund has been processed but the amount has not yet appeared in your account, please first check with your bank or payment provider.

If you still have not received the refund after the applicable processing period, please contact us at sofieetails@gmail.com with your order details and refund information so that we can assist you.
 

10. Exchanges

We generally do not offer direct exchanges for products due to hygiene and inventory considerations.

If you have received a damaged, defective, or incorrect product, please contact us and our team will determine the most appropriate resolution, which may include a replacement.
 

11. Our Discretion

SofieeTails reserves the right to assess each return and refund request individually and to refuse a return or refund where the applicable conditions have not been met.

This does not affect any mandatory rights available to customers under applicable law.
 

12. Contact Us

If you have any questions about this Return & Refund Policy, or if you need assistance with a return or refund, please contact us:

SofieeTails
Email: sofieetails@gmail.com
WhatsApp: +91 9226842544
Website: sofieetails.com

 

We are always happy to help and want to make sure you and your furry friend have a positive experience with SofieeTails.