Refund policy

ALPHA TAIL RETURNS & REFUND POLICY

Last Updated: June 2026

At Alpha Tail, customer satisfaction is important to us. This Returns & Refund Policy complies with the Consumer Protection Act 68 of 2008 ("CPA") of South Africa and outlines your rights and obligations when purchasing from our store.

1. General Return Policy

We do not accept returns or provide refunds simply because a customer changes their mind, orders the wrong item, no longer requires the product, or finds it elsewhere at a different price.

However, Alpha Tail may, at its sole discretion, accept certain returns where:

  • The return request is made within 7 days of delivery.
  • The product is unused and in its original condition.
  • The product is returned in its original packaging.
  • The product shows no signs of use, damage, contamination, or excessive pet hair.
  • The customer pays all return shipping costs.
  • Any applicable handling, inspection, or restocking fees may be deducted from the refund.

Approval of discretionary returns remains solely at Alpha Tail's discretion.

2. Defective Products

In accordance with Section 56 of the Consumer Protection Act, if a product is found to be defective, unsafe, or fails to meet reasonable quality standards within six (6) months of delivery, the customer may choose one of the following remedies:

  • Repair;
  • Replacement; or
  • Full refund.

To qualify for a defective product claim:

  • Proof of purchase must be provided.
  • The defect must not be caused by misuse, abuse, negligence, improper storage, accidental damage, unauthorized modification, or normal wear and tear.
  • Alpha Tail reserves the right to inspect the product before approving the claim.

3. Incorrect, Missing, or Damaged Orders

If you receive:

  • The wrong item;
  • An incomplete order; or
  • A product damaged during shipping,

you must notify Alpha Tail within 48 hours of delivery.

Please provide:

  • Your order number;
  • A description of the issue; and
  • Clear photographs showing the product and packaging.

Upon verification, Alpha Tail will provide an appropriate remedy, including replacement, refund, or shipment of missing items where applicable.

4. Pet Hair Removal Glove Usage Disclaimer

The Alpha Tail Pet Hair Removal Glove is intended for normal grooming and pet hair removal purposes only.

Alpha Tail shall not be liable for:

  • Damage resulting from misuse or improper use of the product.
  • Injury caused by failure to use the product as intended.
  • Allergic reactions, skin sensitivities, or individual pet-specific reactions.
  • Indirect, incidental, or consequential damages arising from use of the product.

Customers are responsible for ensuring the product is suitable for their pet before use.

5. Hygiene and Safety Requirements

For hygiene reasons, products that have been:

  • Excessively used;
  • Contaminated;
  • Damaged by pets;
  • Modified;
  • Rendered unsanitary; or
  • Made unsuitable for resale,

may not qualify for discretionary returns or refunds except where required by applicable law.

6. Return Authorization Process

Before returning any product, customers must contact Alpha Tail for return authorization.

Please email:

Email: support@alphatail.co.za

Include:

  • Full name
  • Order number
  • Description of the issue
  • Photographs (if applicable)

Returns sent without prior authorization may be refused.

7. Shipping Costs

Defective Products

Where a product is confirmed to be defective under the CPA, Alpha Tail will cover reasonable return shipping costs.

Non-Defective Products

For approved discretionary returns:

  • Customers are responsible for all return shipping costs.
  • Original shipping fees are non-refundable.
  • Any applicable handling or restocking fees may be deducted from the refund amount.

8. Refund Processing

Approved refunds will be processed to the original payment method within 10 business days after:

  • The returned item has been received; and
  • The item has been inspected and approved.

Refund processing times may vary depending on the payment provider or financial institution.

9. Chargebacks and Fraud Prevention

Alpha Tail reserves the right to dispute any chargeback where:

  • Delivery has been confirmed;
  • Tracking information verifies receipt of the order;
  • Evidence indicates misuse of the chargeback process.

Fraudulent claims may be reported to the relevant authorities.

10. Limitation of Liability

To the fullest extent permitted by South African law, Alpha Tail's liability for any claim relating to a purchased product shall be limited to the amount paid by the customer for that product.

Alpha Tail shall not be liable for any indirect, consequential, incidental, special, or punitive damages arising from the use of any product sold through our store.

11. Statutory Rights

Nothing in this Returns & Refund Policy limits, excludes, or replaces any rights granted to consumers under the Consumer Protection Act 68 of 2008 or any other applicable South African law.

Where South African law grants consumers rights that are more favorable than this policy, those legal rights shall prevail.