Refund and Returns Policy
Last updated December 28, 2025
Thank you for choosing CleverTails. Please note that CleverTails accepts returns for faulty goods and replacements for items destroyed beyond normal play. Below, you will find the necessary details for requesting a return in the event that a product is faulty or destroyed.
Replacements or store credit
We care about quality — our toys are built to last, but sometimes accidents happen. If your dog chews a toy to pieces or it is broken beyond normal play within 14 days of receiving it, please contact us and we’ll:
- Replace it with a new toy, or
- Offer store credit for another product of your choice.
To initiate a replacement, email us at woof@clevertails.com.au within 14 days of delivery. Please include proof of purchase and a photo of the damaged item.
Returns
CleverTails accepts returns only for products that are faulty or defective. To initiate a return, you must contact us within 14 days of purchase. All returned items must be in their original condition, unused, and with all original tags and labels attached. Items returned without meeting these conditions will not be eligible for a refund.
To start the return process for a faulty item, please email woof@clevertails.com.au. Securely package the item with proof of purchase and send it to the address provided in the email.
Return shipments must be postmarked within 20 days of the purchase date. The customer is responsible for covering return shipping costs, unless otherwise arranged by CleverTails. A prepaid shipping label may be provided in cases where CleverTails agrees to cover the return shipping charges for faulty goods.
Refunds
Once we receive and inspect your returned item, we will process your refund if the product is confirmed to be faulty. Please allow up to 10 days from receipt of the item for the refund to be processed. Depending on your financial institution, it may take 1-2 billing cycles for the refund to appear on your statement. We will notify you via email once the refund has been processed.
Refunds will only be issued for the price of the faulty product and any prepaid shipping costs, where applicable. Prepaid subscriptions cannot be refunded under any circumstances, and no refunds are available for non-faulty items.
Exceptions & Non-Returnable Items
The following items are non-returnable and non-refundable:
- Prepaid subscription plans
- Sale items (Final Sale)
- Non-faulty items
For defective or damaged products, please contact woof@clevertails.com.au within 14 days of purchase to arrange a return or exchange.
Auto-Renewal & Subscription Cancellations
CleverTails subscriptions renew automatically either on the anniversary of your subscription or on the 1st of the month when your renewal is due. If you wish to cancel your auto-renewal, please do so before the renewal date. Once the subscription has renewed, no refunds will be issued. Prepaid subscriptions are non-refundable.
Questions
For any further questions regarding this policy, please contact us at:
woof@clevertails.com.au
