Returns, Refunds & Customer Satisfaction Policy

At Tidy Tails & Toes, we want you to genuinely love the products you purchase from us.

We are a small Australian business creating and sourcing products that make travelling with kids and pets easier, cleaner and more enjoyable. We take the quality of our products seriously and do our utmost to check, test and stand behind the products we sell.

❤️ Most importantly, if something isn't right, please contact us.

We want the opportunity to understand the issue and work with you to find a solution. Your trust in our business matters to us.

🧡 Tidy Traveller® – 30 Day Money-Back Guarantee

We want you to feel confident purchasing your Tidy Traveller®.

That's why every Tidy Traveller® purchased directly from Tidy Tails & Toes is covered by our 30 Day Money-Back Guarantee.

If you receive your Tidy Traveller® and decide it isn't right for you, please contact us within 30 days of receiving your order.

For a return under our 30 Day Money-Back Guarantee:

Please contact us before returning your product so we can assist you with the return process.
The Tidy Traveller® should be returned clean and in good condition, together with its included accessories and components.
We understand that you may need to carefully unpack and inspect the product to determine whether it is right for you.
Unless the product is faulty, damaged or otherwise covered by your rights under Australian Consumer Law, return postage for a 30 Day Money-Back Guarantee return is the responsibility of the customer.
Once the returned product has been received and inspected, we will arrange the applicable refund to your original payment method.

🛡️ Our 30 Day Money-Back Guarantee is an additional promise from us and does not limit any rights you may have under Australian Consumer Law.

📦 Change of Mind – Other Products

For products other than the Tidy Traveller®, we do not automatically offer a 30-day change-of-mind return.

🤝 However, please contact us anyway and see what we can do.

We understand that circumstances differ and we would always prefer to have a conversation and see whether there is something we can reasonably do to help.

Nothing in this section affects your rights where an item is faulty, damaged, incorrectly supplied or otherwise fails to meet the consumer guarantees under Australian Consumer Law.

🔌 Technology Products – 12 Month Warranty

Our technology products are backed by a 12-month warranty from the date of purchase against defects in materials or workmanship under normal use.

If you experience an issue with one of our technology products during this period, please contact us with:

your order number or other proof of purchase;
a description of the issue; and
where possible, photos or a short video showing the problem.

This information helps us understand what has happened and find the quickest and most appropriate solution.

Depending on the issue, we may troubleshoot the product with you or arrange an assessment, repair, replacement or refund as appropriate.

The 12-month warranty does not cover damage caused by misuse, accidents, unauthorised modification, failure to follow product instructions or normal wear and tear.

🛡️ Our 12-month warranty is in addition to your rights under Australian Consumer Law. Your rights under Australian Consumer Law may continue beyond the 12-month warranty period.

🛠️ Faulty Products

While we take great care with the products we sell, occasionally something can go wrong.

❤️ If you believe your product is faulty, please contact us. We want the opportunity to make things right.

Please provide your order number or proof of purchase, a brief description of the fault and, where possible, clear photos or video showing the issue.

We may need to assess the product to determine the nature of the fault and the most appropriate solution.

Where a product does not meet the consumer guarantees under Australian Consumer Law, you may be entitled to a repair, replacement or refund depending on the nature of the problem.

For a major failure, Australian Consumer Law provides customers with the right to choose a refund or replacement. For a minor problem, we may provide a repair or another appropriate remedy in accordance with Australian Consumer Law.

🚚 Products Damaged in Delivery

We carefully prepare and package orders before they leave us, but unfortunately damage can occasionally occur during delivery.

If your order arrives damaged, please contact us as soon as possible after delivery.

Where possible, please send us:

your order number;
photos of the damaged product;
photos of the packaging; and
a short description of what has happened.

Please keep the product and packaging while we review the issue.

🤝 We will work with you to arrange an appropriate solution. Your rights regarding damaged products are also protected by Australian Consumer Law.

📋 Incorrect or Missing Items

If we've made a mistake with your order, please contact us.

If you receive the wrong product, wrong size or an item is missing from your order, contact us with your order details and we will work to correct the issue as quickly as reasonably possible.

❤️ If we've made a mistake, we want the opportunity to fix it.

📮 Return Shipping

For approved change-of-mind returns or returns under our voluntary 30 Day Money-Back Guarantee where there is no fault with the product, the customer is generally responsible for return postage.

Where a product is confirmed to have a fault or other problem covered by Australian Consumer Law, we will meet our obligations regarding reasonable return costs.

Please contact us before returning a product so we can provide the appropriate return instructions.

💳 Refund Processing

Once an approved return has been received and assessed, we will let you know the outcome.

Where a refund is approved, it will generally be issued back to the original payment method. The time it takes for the funds to appear in your account may depend on your bank or payment provider.

Your statutory rights to a refund are not affected by this process.

🛡️ Australian Consumer Law

Our returns, refunds and warranty policies are intended to operate alongside, and not replace, your rights under the Australian Consumer Law (ACL).

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under Australian Consumer Law.

❤️ Our Promise to You

Above everything else, we encourage you to contact us if you're unhappy with your purchase or something hasn't gone as expected.

We're building Tidy Tails & Toes around products that genuinely make travelling with kids and pets easier, and we want our customers to feel confident buying from us.

🤝 Policies are important, but so is looking after people.

If you have a concern, question or problem with your order, please get in touch. We'll listen, understand what's happened and do our best to find a fair and reasonable solution.

We would much rather have the opportunity to work through a problem with you than leave you feeling disappointed with your experience.

❤️ We're here to help.

Our Happy Place