Returns & Refund Policy

At Sweettailz, your satisfaction is important to us. If you are not fully satisfied with your purchase, we are here to help.

This return and refund policy applies to orders placed within Australia.

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

1. Order Changes & Cancellations

We strive to process orders quickly. You may request changes or cancellations within 24 hours of purchase, provided the order has not yet entered the fulfillment or shipping process.

After this window or once the order is dispatched, we are unable to make modifications. In such cases, you may follow our standard return process after receiving the item. To request a change, contact us at contact@sweettailz.com.

2. 30-Day Return Policy

We offer a 30-day return window, starting from the day you receive your item.

To be eligible for a return:

• The item must be in the same condition as received: unused and unworn.
• The item must be in its original packaging.
• Proof of purchase is required.
• The return must be authorized by our team before being sent back.

3. Return Process

To initiate a return, please contact us at contact@sweettailz.com. If approved, we will provide detailed instructions on how and where to send your package. Items sent without prior authorization will not be accepted.

4. Return Shipping Costs

Defective, Damaged, or Incorrect Items:

If the return is due to our error, Sweettailz will cover all return shipping costs via a prepaid label or reimbursement.

Change of Mind or Incorrect Size:

The customer is responsible for return shipping costs. Original shipping fees are non-refundable.

5. Restocking Fees

Sweettailz does not charge any restocking fees for returned items.

6. Lost or Stolen Packages

Sweettailz is committed to ensuring your order reaches you safely.

• Lost in Transit: If your package is lost before being marked as delivered, we will offer a replacement or a full refund.
• Delivered but Missing: Once marked as “Delivered” by the courier, the delivery is considered complete. If you cannot find it, contact us immediately to open an investigation with the carrier.
• Security: We recommend a secure delivery location. Sweettailz is not responsible for packages stolen from your property after a confirmed delivery. Each case is reviewed individually in cooperation with the carrier.

7. Refunds

Once inspected, we will notify you of the approval status. Approved refunds are issued to the original payment method within 3 to 7 business days.

Customer Support

Email: contact@sweettailz.com
Address: 8 Dani Court, Rowville, Victoria 3178, Australia