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How to return an order from Tailwind?

 

You have 30 days from the order date to make a return. You can return the product you do not want as long as it is in perfect condition, without traces of hair, odors, dirt or signs of use. Custom made items cannot be refunded due to the condition that it's made with specific measurements for your dog and cannot be reused for general orders. Also, we cannot refund Hinge Splints since they are made 1 of 1. Exchanges with custom made items are on a case by case basis depending on severity of the situation.

We do not offer return labels so the following information must be followed for us to offer a refund. 

Please download the PDF which we will send you via Email and print it out for customs - then stick it on the outside of your return package so that customs see it. The return form is a mandatory for the return to be processed. 

Follow these instructions to make your return:

1) Send an e-mail to info@tailwindpets.com

 

2) You can send your return via postal mail or any courier company to the following address:

Tailwindpets.com
Kerkoc GmbH
Wolfholzgasse 11
Brunn am Gebirge 2345
Austria

IMPORTANT:

The product must be returned in perfect condition, without traces of hair, odors, dirt or signs of use. In the event that the product received is not in perfect condition, a discount of between 0% and 50% of the amount to be returned may be made. Custom made Items are not subject of return since they cant be reused.


Please include the order invoice or the order reference (series of letters in capital letters) in order to identify your return and thus speed up the process.
If you have made the payment of your order by transfer or cash on delivery, we will need your IBAN and SWIFT / BIC account to make the payment.


From the moment you make the return until we receive it, a few days may pass due to the postal management or the logistics company. Once we receive the returned product and verified that it is in perfect condition, we will proceed to refund the amount of the product, the refund of the product amount may take between 5 and 7 days.

 

Please download the PDF which we will send you via Email and print it out for customs - then stick it on the outside of your return package so that customs see it. The return form is a mandatory for the return to be processed. 

 

We look forward to helping you next time whenever you need us!