Return & Refund Policy

1Standard Returns — Within 7 Days

Customers may request a return within 7 calendar days of delivery, provided the product meets the following conditions:

Eligible for Return

• The product is unopened, unused and in its original sealed packaging.
• All original labels, seals and packaging are intact.
• The product was purchased directly from www.tonguetotail.in.
• The return request is submitted within 7 calendar days of delivery.

Not Eligible for Standard Return

• Opened, used or partially consumed products.
• Products with broken or tampered seals.
• Products damaged after delivery due to improper handling or storage.
• Products returned without prior authorization.

Opened supplements may qualify separately under our 90-Day Satisfaction Guarantee, subject to its terms.

Return Shipping

For standard voluntary returns, customers are responsible for arranging and paying return shipping.

We recommend using a reliable courier service with tracking. Products must be securely packed to prevent damage during transit.

Once the returned product is received and inspected, eligible refunds will be processed.

2Damaged, Defective, Missing or Incorrect Products

If your order arrives damaged, defective, incomplete or contains an incorrect product, please contact us as soon as possible.

We request that visible damage, missing items or incorrect deliveries be reported within 48 hours of delivery to help us investigate promptly.

Email contact@tonguetotail.in with:

• Your order number and registered contact details.
• A description of the issue.
• Clear photographs of the product, packaging and shipping label, where available.

Our team will review the issue and arrange an appropriate replacement, refund or other resolution.

Where the issue is attributable to Tongue To Tail or its delivery partners, customers will not be responsible for return or replacement shipping costs.

The 48-hour reporting request does not prevent customers from raising genuine product defects or other valid consumer complaints discovered later.

3Our 90-Day Satisfaction Guarantee

Available exclusively for Tongue To Tail nutritional supplements.

We understand that nutritional support takes time and consistency. That's why we offer eligible customers a 90-Day Satisfaction Guarantee on our three supplement products:

• Probiotic & Gut Health
• Hip & Joint Care
• Skin & Coat Health

The guarantee provides eligible customers an opportunity to request a refund if they are dissatisfied after following the recommended supplement routine.

3.1 Eligibility Requirements

To qualify for consideration under the guarantee, customers must meet all the following conditions:

A. Minimum 60 Days of Consistent Use

The supplement must have been used consistently for at least 60 days, following the recommended daily dosage based on the dog's body weight.

Occasional missed servings will be considered reasonably, but irregular, sporadic or substantially interrupted usage does not qualify as consistent use.

B. Claim Within 90 Days

The guarantee period begins on the date of delivery.

Customers must submit their claim between Day 60 and Day 90 after delivery, inclusive.

Claims submitted after the 90-day period are not eligible under this voluntary guarantee.

C. Before-and-After Supporting Evidence

Customers must provide relevant supporting photographs showing their dog's condition before beginning the supplement and after the minimum usage period.

Photographs should be genuine, dated where possible, and relevant to the concern for which the supplement was purchased.

Where a concern cannot reasonably be demonstrated through photographs, we may consider equivalent supporting documentation or a detailed written account.

D. Proof of Continuous Usage

Customers must provide reasonable evidence establishing consistent use over the minimum 60-day period.

Supporting evidence may include:

• Photographs of the product and packaging taken during the usage period.
• A dated feeding or supplementation record.
• Records showing the dosage and frequency of administration.
• A written usage history supported by relevant photographs or other documentation.
• Additional reasonable information requested by our customer support team.

An order confirmation alone does not establish consistent usage.

E. Product Packaging

Customers should retain the original product pouch, including the batch details and any remaining contents, until the claim has been reviewed.

Tongue To Tail may request photographs or the return of the original pouch and remaining product as part of the verification process.

F. Purchase and Claim Limits

• The guarantee applies to eligible purchases made directly through www.tonguetotail.in.
• It is limited to one approved satisfaction-guarantee claim per customer per supplement variant.
• Repeat purchases of a supplement variant for which the customer has already received a satisfaction-guarantee refund are not eligible for another claim under this voluntary guarantee.
• Claims must relate to genuine personal use of the purchased supplement.
• False, altered or misleading documentation may result in rejection of the guarantee claim.

3.2 How to Submit a Guarantee Claim

Email contact@tonguetotail.in with the subject: 90-Day Satisfaction Guarantee Claim

Please include:

• Order number and registered contact details.
• Supplement name and date of delivery.
• Your dog's approximate weight and recommended daily dosage.
• Date you started using the supplement.
• A description of your dog's condition before use and your experience after at least 60 days.
• Relevant before-and-after photographs.
• Supporting evidence of consistent usage.
• Photographs of the product pouch, including batch details, and any remaining product.

Our team may request reasonable additional information to verify eligibility.

Claims will be assessed based on the submitted information and the published guarantee conditions.

3.3 Return Shipping for Guarantee Claims

If a return is requested as part of an approved satisfaction-guarantee claim:

• The customer is responsible for the cost of return shipping.
• The product must be returned to the address provided by our support team.
• Customers should use a trackable courier service and share the tracking details.
• Refund processing may depend on receipt of the requested product or packaging.
• Return shipping charges paid by the customer are not reimbursed under this voluntary guarantee.

3.4 Guarantee Refund Amount

For an approved claim, the refund will be calculated using the actual eligible product amount paid, after applicable discounts.

The following are excluded from voluntary satisfaction-guarantee refunds:

• Original shipping charges.
• The separately disclosed ₹100 Cash on Delivery (COD) handling fee.
• Customer-paid return shipping charges.
• Additional shipping or redelivery services.
• Discounts, promotional benefits or free gifts that do not represent an amount paid for the eligible product.

The guarantee does not provide a refund greater than the eligible amount actually paid by the customer.

3.5 Important Guarantee Conditions

• The 90-Day Satisfaction Guarantee is a voluntary customer benefit and is not a promise of specific medical or therapeutic results.
• Individual experiences may vary based on the dog's age, diet, health, lifestyle and other factors.
• The guarantee does not replace veterinary advice or cover veterinary expenses.
• Claims involving defective, unsafe, misdescribed or incorrectly supplied products will be reviewed separately from the voluntary guarantee.

4Bundles, Discounts & Promotional Offers

Returns and satisfaction-guarantee claims involving bundles will be calculated based on the actual amount paid and the products retained.

Partial Bundle Returns

If a customer requests a refund for one item from a discounted bundle while keeping the remaining items:

• The original bundle discount will be recalculated.
• Items retained by the customer will be priced at their applicable standalone selling prices at the time of purchase, after any independently applicable discounts.
• The refund will be calculated as the amount originally paid for the eligible bundle products, minus the recalculated value of the retained products.
• The refund will not exceed the amount paid or be reduced below zero.
• Any refund calculation will be shared with the customer before processing.

Free promotional products and gifts may also need to be returned, or their disclosed promotional value may be accounted for when calculating a voluntary refund.

These bundle-adjustment rules apply to voluntary returns and satisfaction-guarantee claims, not as an automatic deduction from remedies for defective or incorrectly supplied goods.

5Order Cancellations

• Customers may request cancellation before their order has been dispatched.
• To request cancellation, email contact@tonguetotail.in with your order number and registered contact details.
• Once an order has been dispatched, cancellation may not be possible.
• We do not charge a separate order-cancellation penalty.
• Refunds for eligible prepaid cancellations will be processed to the original payment method.

For customer-related failed deliveries and return-to-origin shipments, the charges and procedures described in our Shipping Policy will apply.

6Exchanges

We do not generally offer direct exchanges for change of mind or preference.

If you wish to purchase a different product or variant, you may request a standard return if eligible and place a new order.

For damaged, defective or incorrect products, we will assist with an appropriate replacement or refund.

7Refund Processing

Once a return or guarantee claim has been approved and any required verification or product return is completed, we aim to initiate the eligible refund within 10 business days.

Customers may need to provide the necessary information to receive a COD refund.

Banking and payment-provider processing times may vary after the refund is initiated.

If you have not received your refund after the expected processing period, please contact us with your order number.

8Consumer Rights

Our standard return conditions and voluntary 90-Day Satisfaction Guarantee are additional customer benefits.

They do not restrict remedies available for defective, unsafe, misdescribed, incorrectly supplied or otherwise non-conforming products, or for qualifying delivery failures.

Such concerns will be reviewed on their individual merits.

9Contact Us

For returns, refunds, cancellations or satisfaction-guarantee claims:

For complaint escalation, please refer to the Grievance Redressal details on our Contact Us page.