Refund policy
At Tahu.pet, we want you and your pet to love every purchase. If you are not completely satisfied, you may request a return or exchange in accordance with the policy below.
30-Day Money-Back Guarantee
We offer a 30-day return window from the date your order is delivered.
- Requests submitted after 30 days may not be eligible for a return or refund
- This policy applies only to purchases made directly through Tahu.pet
- For purchases made through third-party retailers, please contact them directly
How to Start a Return
To initiate a return or exchange, please contact us at:
Please include:
- Order number
- Item(s) you wish to return
- Reason for the return or exchange
- Photos (required for damaged, defective, or incorrect items)
Once your request is reviewed, we will provide return instructions.
⚠️ Please do not send items back without prior authorization. Unauthorized returns may not be accepted.
Return Conditions
To be eligible for a return:
- Items must be unused, unwashed, and in original condition
- Items must include all original packaging and tags
- Items must be free of pet hair, odors, stains, or damage
We reserve the right to refuse returns that do not meet these conditions.
Damaged, Defective, or Incorrect Items
If you receive an item that is:
- Damaged during shipping
- Defective
- Incorrect
Please contact us within 7 days of delivery and provide clear photos.
After verification, we will offer:
- A replacement, or
- A full refund
at no additional cost to you.
Return Shipping
Customers are responsible for return shipping costs, unless:
- The item is defective
- The item arrived damaged
- The wrong item was sent
We recommend using a trackable shipping method, as we are not responsible for items lost in transit.
Refund Processing
Once your return is received and inspected, we will notify you of the approval status.
If approved:
- Refunds will be issued to your original payment method
- Please allow 3–7 business days after approval for processing
Please note:
- Original shipping fees and taxes are non-refundable, unless the return is due to our error
- Your bank or payment provider may require additional time to post the refund
Non-Returnable Items
The following items are not eligible for return:
- Used or worn items
- Items without original packaging or tags
- Products damaged due to misuse
- Final sale or clearance items (if clearly marked as non-returnable)
Refused or Undeliverable Packages
If a package is:
- Refused by the customer, or
- Returned due to an incorrect or incomplete address
The original shipping cost may be deducted from your refund.
Late or Missing Refunds
If you have not received your refund:
- Check your bank account again
- Contact your credit card provider
- Contact your bank
If you still have not received your refund, please contact us at support@tahupet.com
Contact Us
If you have any questions about returns or refunds, please contact us:
📧 support@tahupet.com
⏱ Response time: Within 24 hours (business days)
