Refund policy
Second Tail Return & Refund Policy
We are a small, founder-led brand bringing Second Tail to life with your support — and we want you to feel confident in your preorder and purchase.
Here’s how our Return & Refund Policy works:
Preorder Stage
→ If you have placed a preorder and your order has not yet shipped, you may request a full refund at any time — no questions asked.
→ To request a preorder refund before your order ships, contact us at hello@shopsecondtail.com and we will process your refund promptly.
Post-Shipping Returns
Once your order has shipped and you have received your product:
→ We accept returns of unopened products with seals intact within 14 days of delivery.
→ To be eligible for a return, your item must be unused, in its original packaging, and with the tamper-evident seal unbroken.
→ We do not accept returns of opened or partially used products due to the nature of consumable goods.
→ To start a return, contact us at hello@shopsecondtail.com with your order details. If your return is accepted, we will provide return instructions.
→ Return shipping costs are the responsibility of the customer unless the product is damaged or incorrect.
Damaged or Incorrect Items
Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right.
Exchanges
We do not offer exchanges at this time. If you would like a different quantity or product, please return your unopened item and place a new order.
European Union 14-Day Cooling Off Period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt for any reason. Returned items must be unopened and in original packaging.
Refunds
We will notify you once your return is received and inspected, and let you know if the refund is approved. Approved refunds will be processed to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved, contact us at hello@shopsecondtail.com.