Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at petbrus_stripe@opti.slmail.me. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at petbrus_stripe@opti.slmail.me.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at petbrus_stripe@opti.slmail.me.

RETURN & REFUND POLICY

Effective date: August 25, 2026

This Return & Refund Policy applies to purchases made from Tailviva through tailviva.com.

30-DAY RETURN WINDOW
You may request a return within 30 days after receiving your item. To be eligible, the item must be unused, in the same condition in which you received it, and in its original packaging. Proof of purchase may be required.

STARTING A RETURN
Before sending an item back, contact Tailviva using the contact information available on tailviva.com. If your return is accepted, we will provide return instructions. Do not send items back without authorization; we may be unable to process them.

NON-RETURNABLE ITEMS
Unless required by applicable law, we do not accept returns for gift cards, personalized or made-to-order items, items marked final sale, or products that have been used, damaged, opened, or are no longer in resalable condition. If a product is defective, damaged, or incorrect, contact us promptly so we can evaluate the issue.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact us promptly and include your order number and clear photographs of the item and packaging where available. We will review the issue and, when appropriate, arrange a replacement, return, or refund.

REFUNDS
After we receive and inspect an approved return, we will notify you of the outcome. If approved, refunds are issued to the original payment method. Your financial institution may require additional time to post the refund. Original shipping charges are not refundable unless the return results from our error or applicable law requires otherwise.

RETURN SHIPPING
Customers are responsible for return shipping costs unless the item is defective, damaged, incorrect, or applicable law provides otherwise. We recommend using a trackable shipping method; Tailviva is not responsible for items lost in transit before they are received.

CANCELLATIONS
Contact us as soon as possible if you want to cancel an order. We can cancel only before the order has been processed or shipped. If we cannot ship an order within the time stated at purchase, or within the period required by applicable law, we will provide notice and the cancellation and refund options required by law.

CONSUMER RIGHTS
Nothing in this policy limits any non-waivable consumer protection right that applies to you.