Return Policy
Return Policy
Important Information
- Return window: 30 days from delivery
- Refund processing time: Up to 14 business days after the returned item has been received and inspected
- Replacement costs: None for approved defective, damaged, or incorrect items
- Return cost: Customers are responsible for return postage, except for defective, damaged, or incorrect items
Return Process
Need to return an item?
Please contact us at info@tailvia.com within 30 days of receiving your order to start your return request.
Items must be returned in their original condition — unused, undamaged, with all tags where applicable, and in the original packaging.
Once your return request has been reviewed and approved, we will send you detailed return instructions, including the correct return address.
Please do not send your item back before receiving return approval and instructions from our support team.
Return Address
Please contact us before sending any return. Once your return request is approved, we will provide the correct return address and return instructions.
Items sent back without first requesting a return may not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the item is defective, damaged, incorrect, or the issue was caused by our mistake.
We recommend using a tracked shipping service to ensure safe delivery, as customers remain responsible for parcels until they are received at the return facility.
No restocking fees apply.
Refunds
Once we receive your returned package, we will inspect the item and notify you by email.
Approved refunds are issued to the original payment method within up to 14 business days after the returned item has been received and inspected.
Please note that your bank or payment provider may take additional time to process and post the refund to your account.
You will be notified once your refund has been processed.
Defective, Damaged, or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us within 7 days of receiving your order at info@tailvia.com.
Please include your order number, clear photos of the item and packaging, and a brief description of the issue.
For defective, damaged, or incorrect items, we will review the issue and provide an appropriate solution, such as a replacement, refund, or other resolution. In these cases, customers will not be responsible for return shipping costs.
Cancellations
If you wish to cancel your order, please contact us as soon as possible at info@tailvia.com.
Please ensure your request is made before your order has been processed, packed, or dispatched. Once an order has been processed or shipped, we may not be able to cancel it.
Exchanges
If you would like to exchange an item, please contact our customer service team at info@tailvia.com for assistance and return instructions.
The fastest way to receive the item you want is to return the original item first. Once the return is accepted, you may place a separate order for the new item.
Non-Returnable Items
Certain items are not eligible for return, including items that have been used, damaged after delivery, altered, washed, or returned without original packaging.
We cannot accept returns on gift cards or items marked as final sale.
Please contact us at info@tailvia.com if you have questions about whether your item is eligible for return.
Contact Information
- Website: www.tailvia.com
- Brand: Tailvia
- Email: info@tailvia.com
- Contact form: Available on our Contact Us page
- Customer service hours: Monday to Friday, 8:00 a.m. to 5:00 p.m.
- Response time: Within 24 hours on business days