RETURN & REFUND POLICY

Effective Date: 02.01.2026
Company: Stitch & Tail Co.
Website: www.stitchandtailco.com
Contact: contact@stitchandtailco.com

1. POLICY OVERVIEW

At Stitch & Tail Co., we take pride in the quality of our products. Because our products are pet-related textile and accessory items, strict return standards are necessary for hygiene, safety, and product integrity.

This Return & Refund Policy governs all purchases made through our website.

By placing an order, you agree to this policy.

2. RETURN ELIGIBILITY WINDOW

Return requests must be submitted within:

14 calendar days from confirmed delivery date.

Requests submitted after 14 days will not be eligible unless required by law.

Delivery date is determined by carrier tracking confirmation.

3. CONDITION REQUIREMENTS

To qualify for return:

  • Item must be unused.

  • Item must be unwashed.

  • Item must not show signs of pet wear.

  • Item must be free of fur, odor, stains, damage, or alteration.

  • All original packaging must be included.

Items returned in unsanitary or used condition will be refused and returned to sender at customer’s expense.

For hygiene and safety reasons, we cannot resell used pet products.

4. NON-RETURNABLE ITEMS

The following items are strictly non-returnable:

  • Custom-made products

  • Personalized items

  • Limited edition releases

  • Final sale items

  • Gift cards

  • Items marked “non-returnable”

  • Items damaged due to misuse

No exceptions.

5. DEFECTIVE OR DAMAGED ITEMS

If you receive a product that is defective due to manufacturing error:

You must:

  1. Contact us within 5 calendar days of delivery.

  2. Provide:

    • Order number

    • Clear photos of defect

    • Description of issue

We reserve the right to:

  • Offer replacement

  • Offer store credit

  • Offer refund

  • Request return for inspection

Normal wear and tear, pet chewing, misuse, improper cleaning, or accidental damage are not considered defects.

6. SIZE & FIT ISSUES

Customers are responsible for selecting correct sizing.

We provide sizing guides for reference.

Returns due to incorrect size selection by customer are subject to:

  • Return shipping at customer expense

  • Restocking fee (if applicable)

7. RETURN PROCESS

To initiate a return:

Email: [Insert Email]
Subject Line: “Return Request – Order #[Number]”

Do not ship items back without written authorization.

Unauthorized returns may be refused.

Approved returns must be shipped within 7 days of authorization.

8. SHIPPING COSTS

Unless the item is defective:

  • Original shipping charges are non-refundable.

  • Return shipping costs are the responsibility of the customer.

  • We are not responsible for lost return shipments.

We recommend using trackable shipping.

9. RESTOCKING FEES

We reserve the right to charge a restocking fee of up to 15% for:

  • Opened packaging

  • High-value items

  • Excessive return behavior

  • Condition review handling

Restocking fees will be deducted from refund amount.

10. REFUND PROCESSING

Refunds will be processed to the original payment method within:

5–10 business days after inspection approval.

Refund timing depends on your financial institution.

We are not responsible for banking delays.

11. ORDER CANCELLATIONS

Orders may only be canceled if:

  • They have not yet shipped.

  • They have not entered fulfillment processing.

Once shipped, cancellation is not possible.

12. CHARGEBACKS & DISPUTES

Initiating a chargeback without first contacting us to resolve an issue may constitute fraud.

We reserve the right to:

  • Provide order documentation to financial institutions.

  • Deny future purchases.

  • Pursue collection of fraudulent disputes.

13. CALIFORNIA CONSUMER RIGHTS NOTICE

Under California Civil Code §1723:

If a seller does not post a return policy, goods are presumed returnable within 30 days.

This Return & Refund Policy constitutes our clearly posted return policy and supersedes default provisions.

Nothing in this policy limits rights required under California law.

14. REFUSAL OF SERVICE

We reserve the right to refuse returns or limit future transactions for customers who:

  • Abuse return privileges

  • Engage in repeated excessive returns

  • Violate policy terms

  • Attempt fraudulent claims

15. NO WARRANTY RETURNS

Returns based on dissatisfaction unrelated to defect are discretionary and not guaranteed.

Products are sold “as is” subject to our Terms of Service.

16. POLICY MODIFICATION

We reserve the right to modify this policy at any time.

Changes apply to purchases made after updated Effective Date.

Business Protection Note

This policy protects against:

  • Pet damage claims

  • Hygiene abuse

  • “Used then returned” exploitation

  • Size misuse

  • Chargeback fraud

You should still maintain:

  • Product liability insurance

  • General commercial liability insurance