Refund policy
Last updated: October 31, 2026
Return & Refund Policy
At Tailvaro, we want our return and refund terms to be clear and transparent.
Returns for Defective or Problem Orders Only
Tailvaro accepts returns and provides appropriate resolutions for eligible orders only when an item arrives:
* Defective;
* Damaged;
* Incorrect;
* Incomplete or missing components.
We do not accept returns or issue refunds for change of mind, buyer’s remorse, personal preference, ordering the wrong item, or no longer wanting the product, except where required by applicable law.
7-Day Problem Reporting Period
If your order arrives defective, damaged, incorrect, or incomplete, you must contact Tailvaro within 7 calendar days after delivery.
The 7-day period applies to reporting eligible product problems. It is not a general return period for change-of-mind purchases.
To report a problem, contact:
Email: support@tailvaro.com
Please include:
* Your order number;
* A clear description of the issue;
* Photos or videos showing the product and problem;
* Photos of the packaging or shipping label when relevant.
Providing complete information helps us review the request accurately.
Review of Claims
After receiving your request, Tailvaro will review the information provided.
We may request additional photos, videos, packaging information, shipping details, or other reasonable evidence needed to verify the issue.
A return, refund, or replacement is not automatically approved simply because a request has been submitted.
Eligible Resolutions
When a defective, damaged, incorrect, or incomplete order is confirmed, Tailvaro may provide an appropriate resolution depending on the circumstances, including:
* A replacement;
* A refund to the original payment method;
* Another appropriate resolution agreed upon with the customer.
Return Shipping for Eligible Claims
If Tailvaro requires a physical return of a confirmed defective, damaged, or incorrectly shipped product, Tailvaro will provide return instructions and cover the applicable return shipping cost.
Customers should not send products back without prior authorization.
Do not send products to our business address or directly to a fulfillment facility unless Tailvaro has provided the specific return address and instructions.
No Change-of-Mind Returns
Tailvaro does not accept returns because:
* The customer changed their mind;
* The customer no longer wants the product;
* The customer ordered the wrong product;
* The customer prefers another product, size, style, or variation;
* The product was purchased by mistake;
* The customer found a different product or price elsewhere.
This does not limit rights that cannot legally be waived under applicable consumer protection laws.
Exchanges
Tailvaro does not offer exchanges as a standard policy.
If an eligible order arrives defective, damaged, incorrect, or incomplete, Tailvaro may provide a replacement as one possible resolution after reviewing the claim.
Refunds
When a refund is approved, it will be issued to the original payment method used for the purchase.
After Tailvaro issues the refund, your bank, card issuer, or payment provider may require additional time to process and display the funds.
Tailvaro does not charge a restocking fee for approved defective or problem-order claims.
Order Cancellations
Customers may request cancellation within 15 minutes after placing an order.
After an order enters processing or fulfillment, cancellation cannot be guaranteed.
To request a cancellation, contact:
support@tailvaro.com
Fulfillment and Return Locations
Tailvaro is an online pet-products retailer operated from Campos do Jordão, São Paulo, Brazil, serving customers in the United States.
Our current products are fulfilled through third-party fulfillment partners, including Zendrop, and are shipped from fulfillment facilities located in the United States.
Return destinations may vary depending on the product and fulfillment location.
Customers must contact Tailvaro and receive return instructions before sending any product back.
Consumer Rights
Nothing in this policy excludes, restricts, or limits any mandatory consumer rights or protections that cannot legally be waived under applicable law.
Contact Us
For questions regarding defective, damaged, incorrect, or incomplete orders, refunds, replacements, or cancellations, contact:
Tailvaro
Email: support@tailvaro.com
Phone / WhatsApp: +55 12 93300-4435
Business address: Rua Friburgo, 195, Villa Nova Suíça, Casa, Campos do Jordão, São Paulo 12470-451, Brazil