A Note from the TailMe Team
If you are visiting this page, it possibly means something hasn’t gone according to plan with your order. We would like to apologize for any frustration or inconvenience you’ve experienced.
Please consider that as a small business, we strive for perfection, but we are human. We care deeply about your experience and the happiness of you and your pets. We know that in the digital age, it is easy to leave a negative review when you are unhappy. However, negative reviews impact small businesses disproportionately, as our customers make active purchasing decisions based on them. This is in stark contrast to large corporates, where negative reviews are often absorbed without impact.
Before you leave a review, please talk to us. We promise to work hard to resolve your issue fairly and helpfully. If you are unhappy, reach out to us directly at info@tailme.co.za so we can make it right.
1. Return Eligibility & The Consumer Protection Act (CPA)
Our return policy is drafted in accordance with the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA). We want to ensure you are protected while maintaining the viability of our business.
The “Cooling-Off” Period & Inspection
You have 7 days after you have received your product to initiate a return. Under the law, you are entitled to inspect the goods to determine if they are suitable for your specific purpose. However, inspection is not the same as usage.
When the Clock Starts:
The 7-day return period begins on the day the courier marks the item as “Delivered”.
Please note that personal circumstances do not “pause” or “reset” this 7-day clock. This includes:
- You being away on holiday or business when the package arrives.
- The item being purchased as a gift and not opened until a later date.
- Delays in you acquiring a SIM card or third-party subscription required to use the device.
Condition of Product:
To qualify for a full refund, the product must be in a pristine, sellable condition. It must be returned in its original packaging with all seals, tags, manuals, protective films, and accessories intact.
Pet Technology Specifics:
Due to the nature of pet products, any item returned with signs of extensive use—such as pet hair, saliva, scratches, bite marks, or smells—cannot be accepted as new. Reasonable testing to ensure the device powers on is permitted, provided it is done in a clean, simulated environment. Using a device on your pet for a week is not considered inspection; it is considered usage.
2. Defective Goods & Technical Setup
If your item is defective, materially imperfect, or fails to function, you are covered by the implied warranty of quality for a period of 6 months from the date of delivery. In this case, we will arrange for a repair, replacement, or refund in accordance with the CPA.
Important Distinction: Material Defects vs. Configuration
It is important to note that “Defective” implies a material failure in the product’s hardware or internal logic.
As a provider of Pet Technology, many of our products (such as smart feeders, GPS trackers, and cameras) require configuration, App connectivity, firmware updates, or optimization to function correctly. An item that does not work immediately “out of the box” because it requires settings to be applied is not faulty.
1. Troubleshooting First:
Before declaring an item defective, we request that you contact our support team for troubleshooting assistance. Often, issues are resolved via a simple setting change.
2. Burden of Proof & Assessment:
A unilateral decision by the customer that a product is defective does not guarantee a refund. Under the CPA, there is a requirement for a fair and reasonable assessment of the goods.
- Assessment: If an item is returned as “defective” but is found upon inspection to be fully functional (i.e., it simply required correct configuration, a battery charge, or a SIM card), it will not be eligible for a full refund as a defective item.
- Costs: In such cases where no defect is found, the cost of the return shipping and the original shipping will be deducted where appropriate.
3. Sale Items & Gifts
- Sale Items: Only regular-priced items are automatically eligible for a cash refund in terms of our policy. Sale items are generally final sale unless defective.
- Gifts: If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. If it wasn’t marked as a gift, the refund will be processed to the original purchaser.
4. What if I don’t qualify? (Talk to us)
If your return falls outside of the 7-day window (or the 6-month implied quality period), please contact us anyway.
While we cannot guarantee a full refund in these cases, we may be able to offer you a Store Credit (less a handling fee and any shipping costs incurred). We review these on a case-by-case basis because we value your patronage.
5. The Refund Process & Costs
How it works:
- Initiate: Email us at info@tailme.co.za with your proof of purchase and a detailed explanation of the issue.
- Prepare: Ensure the return has all the internal components and packaging. In the event that the return is for a product that is connected to an app – then please remove the item from the app.
- Ship: Mail the product to the address listed in Section 9.
- The Inspection Phase: Once your return is received, it enters our inspection queue. Please allow 7 business days for this process. We must verify the return fully, test the battery health, ensure all accessories are present, and check for physical damage. Only once this assessment is complete can we approve the refund or store credit.
Calculation of Refund (or Store Credit)
If your return is approved, a credit will automatically be applied to your payment method, original method of payment, or user account (store credit). You can speed up this process by sending your Bank stamped banking details to us.
- Shipping Costs are Non-Refundable: The cost of shipping the item to you is not refundable.
- “Free Shipping” Reversal: If you purchased an item that qualified for “Free Shipping,” the actual cost to send that item to you will be deducted from your final refund amount.
Late or Missing Refunds
If you haven’t received a refund yet, please:
- Check your bank account again.
- Contact your credit card company (it may take some time before it is officially posted).
- Contact your bank (there is often processing time).
- If you’ve done all of this and still have not received your refund, please contact us immediately.
6. Partial Refunds
In the context of Pet Technology, there are certain situations where only partial refunds are granted (if applicable):
- Electronic items that have been opened, turned on, and connected to Wi-Fi/Apps but are otherwise undamaged (A restocking fee may apply).
- Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error.
- Items returned more than 30 days after delivery.
7. Exchanges, Upgrades & Downgrades
If you have purchased an item and realized you would prefer a different model (Upgrade or Downgrade):
- Within 7 Days (Sealed): If the item is unopened, we can exchange this for you immediately. You will simply need to pay the difference (if upgrading) or we will credit the difference (if downgrading), plus shipping costs.
- Opened/Used: If you have opened the item and realized it doesn’t suit your needs, please contact us. While used items are strictly non-returnable, we may be able to offer you a partial Store Credit for the value of your used item, which you can then use towards purchasing the new model.
8. Non-Returnable Items
For health, safety, and copyright reasons, the following items cannot be returned:
- Downloadable software products.
- Gift cards.
- Sanitary goods (e.g., opened pet hygiene products or Recovery Suits).
- Hazardous materials, or flammable liquids or gases (e.g., certain batteries or cleaning solutions).
9. Shipping Your Return
To return your product, you should mail your product to:
8 Montcalm Road, Morningside, Durban 4001, South Africa.
Responsibilities:
- You are responsible for paying for your own shipping costs for returning your item.
- If the item is confirmed defective after our inspection, we will reimburse your shipping cost.
- Depending on where you live, the time it may take for your exchanged product to reach you may vary.
- Insurance: If you are returning an item valued over R1500, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
