At Tail Wala, customer satisfaction is important to us. We aim to deliver quality products and a smooth shopping experience. If you receive a damaged, defective, incorrect, or incomplete order, we are here to help.

Please read our Return & Refund Policy carefully before placing an order.

1. Return Eligibility

You may request a return or replacement if:

• You receive a damaged or leaking product.
• You receive a defective product.
• You receive an incorrect item or a different product from what you ordered.
• Your order arrives with missing items.

To qualify for a return or replacement, you must contact our customer support team within [48 hours] of receiving your order.

2. Products That Cannot Be Returned

For hygiene, safety, and product-quality reasons, we generally do not accept returns or exchanges for:

• Products that have been opened, used, or partially consumed.
• Products with broken or removed safety seals.
• Products damaged after delivery due to improper handling or storage.
• Products returned without their original packaging, where the packaging is necessary to verify the issue.
• Products purchased during special promotions or clearance sales, except where the product is damaged, defective, incorrect, or otherwise eligible under applicable law.

Personal-care products, including hair oils, massage oils, shampoos, and other grooming items, are subject to these hygiene restrictions.

3. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, leaking, defective, or incorrect:

1. Contact us within [48 hours] of delivery.
2. Provide your order number and registered contact number.
3. Share clear photographs or a short video showing the product and its packaging.
4. Our team will review your request and guide you through the next steps.

Once your claim is approved, we may offer a replacement, exchange, or refund, depending on the circumstances and product availability.

4. Refund Policy

If your refund request is approved, the refund will be processed through [original payment method / bank transfer / another agreed method].

For Cash on Delivery (COD) orders, customers may be asked to provide their bank account or other suitable payment details for an approved refund.

Please allow [7–14 business days] for the refund to be processed after approval. The time taken for the amount to appear in your account may depend on the relevant bank or payment provider.

Shipping charges, if any, will be refunded only where applicable and as determined during the review of the claim.

5. Exchange and Replacement

If you receive an incorrect, damaged, or defective item, Tail Wala may arrange a replacement or exchange, subject to product availability and approval of your request.

If the same product is unavailable, we may discuss an alternative solution or an eligible refund with you.

6. Return Shipping Costs

If we approve a return because the product was damaged, defective, incorrect, or incomplete when delivered, Tail Wala will provide return or replacement delivery instructions.

For any other approved return, the customer may be responsible for applicable return shipping costs.

Please do not send any product back before receiving confirmation and return instructions from our customer support team.

7. Order Cancellation

If you wish to cancel an order, contact us as soon as possible.

Orders may be cancelled before they are dispatched. Once we hand an order over to the courier, cancellation may no longer be possible. In such cases, please contact our support team for assistance.

8. Refunds for Refused or Undelivered Orders

If an order is refused at delivery or cannot be delivered because of incorrect contact details, an incomplete address, or repeated unsuccessful delivery attempts, additional delivery or handling charges may apply to any future order.

Any refund request relating to an undelivered or returned-to-sender order will be reviewed individually.

9. How to Request a Return or Refund

To submit a return, replacement, or refund request, contact us using the details below:

Website: https://tailwala.com.pk/
Email: Info@tailwala.com.pk
WhatsApp: [Insert Official WhatsApp Number]

Please include:

• Your full name
• Order number
• Contact number
• Product name
• Reason for your request
• Clear photographs or video, where relevant

Our customer support team will review your request and respond with the next steps.

10. Policy Updates

Tail Wala reserves the right to update or revise this Return & Refund Policy when necessary. Any changes will be published on this page, along with the updated date.

11. Contact Us

If you have any questions about our Return & Refund Policy, please contact our customer support team through our website or the contact details listed above.

Thank you for shopping with Tail Wala. We appreciate your trust and support!