## Introduction
This Refund & Return Policy applies to all purchases made through the WagglTail marketplace. Happy Holiday Tech Pty Ltd (ABN 13 696 928 382) trading as WagglTail ("we," "us," or "our") is committed to ensuring a safe and fair marketplace experience for both buyers and sellers.
This policy is part of our Terms of Service and complies with Australian Consumer Law.
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## 1. Return Eligibility
### 1.1 Return Window
- Buyers may request returns within **14 days of delivery**
- The 14-day period begins when you receive the item
- Return requests must be submitted through the WagglTail app
### 1.2 Eligible Returns
You may return an item if:
- **Item never arrived** – No delivery confirmation received
- **Defective or damaged** – Item is broken, damaged, or doesn't work as intended
- **Wrong item** – You received a different item than what you ordered
- **Not as described** – Item significantly differs from the listing description
- **Change of mind** – Only if the seller accepts change-of-mind returns (check listing)
### 1.3 Return Conditions
For change-of-mind returns:
- Items must be **unused and in original condition**
- Original packaging must be intact
- All tags and labels must be attached
- Item must not show signs of wear or use
For defective or misrepresented items:
- No condition requirements – sellers must accept returns regardless of use
- Photographic evidence may be requested
### 1.4 Non-Returnable Items
The following cannot be returned for change of mind:
- Perishable goods (food, treats)
- Custom or personalized items
- Opened hygiene products
- Digital products or services
- Items marked as "Final Sale" in the listing
---
## 2. Return Process
### 2.1 Step-by-Step Process
**Step 1: Submit Return Request**
- Go to your order in the app
- Tap "Request Return"
- Select reason for return
- Provide details and photos (if applicable)
- Submit request
**Step 2: Seller Response (72 Hours)**
- Seller has **72 hours** to respond to your request
- Seller may approve, decline, or request more information
- If seller doesn't respond within 72 hours, return is **automatically approved**
**Step 3: Return Shipping**
- Once approved, a return shipping label is generated
- Download and print the label (or show at post office)
- Package the item securely
- Ship within **7 days** of approval
**Step 4: Seller Receives Item**
- Seller confirms receipt of returned item
- Seller has **7 days** to inspect and process refund
**Step 5: Refund Issued**
- Refund is processed to your original payment method
- Refunds typically appear within **3-5 business days**
### 2.2 Automatic Approval
If a seller does not respond to a return request within 72 hours:
- Return is automatically approved
- Return shipping label is generated
- Buyer can proceed with return
- Seller is notified of automatic approval
### 2.3 Communication
- Use in-app messaging to communicate with the seller
- Keep all communication within the app for protection
- Be respectful and provide clear information
---
## 3. Return Shipping Costs
### 3.1 Who Pays for Return Shipping?
**Seller pays when:**
- Item is defective or damaged
- Item doesn't match description
- Wrong item was sent
- Item never arrived (if it later arrives)
**Buyer pays when:**
- Change of mind (if seller accepts such returns)
- Buyer ordered wrong item by mistake
- Buyer no longer wants the item
### 3.2 Return Labels
- Return labels are automatically generated through the app
- Cost is deducted from refund amount (if buyer pays)
- Cost is charged to seller (if seller pays)
- Labels are valid for **30 days** from generation
---
## 4. Refunds
### 4.1 Refund Amount
Full refunds include:
- Item purchase price
- Original shipping cost (for defective/misrepresented items)
- Taxes and fees
Partial refunds may apply if:
- Item is returned damaged (buyer's fault)
- Item is missing parts or accessories
- Item shows signs of use (for change-of-mind returns)
### 4.2 Refund Timeline
- Seller has **7 days** to process refund after receiving returned item
- If seller doesn't process refund, **WagglTail issues it automatically**
- Refunds appear in your account within **3-5 business days**
- Bank processing times may vary
### 4.3 Refund Method
- Refunds are issued to the **original payment method**
- Credit/debit card refunds: 3-5 business days
- Bank account refunds: 5-7 business days
- If original method is unavailable, contact support
### 4.4 Automatic Refunds
WagglTail will automatically issue a refund if:
- Seller doesn't respond to return request (after 72 hours)
- Seller doesn't process refund (after 7 days of receiving item)
- Item tracking shows non-delivery
- Seller account is suspended or terminated
---
## 5. WagglTail Pet Purchase Protection
### 5.1 What's Covered
WagglTail guarantees your purchase through our **Pet Purchase Protection** program. You're fully protected if:
- ✅ Item never arrives
- ✅ Item is defective or damaged
- ✅ Item doesn't match the listing description
- ✅ Wrong item is delivered
- ✅ Seller doesn't respond to return request
- ✅ Seller refuses valid return
### 5.2 Platform Guarantee
**You're protected by WagglTail, not just the seller.**
If a seller:
- Fails to issue a refund for a valid return
- Doesn't respond to return requests
- Refuses to accept defective items
- Closes their account during a return
**WagglTail will:**
- Issue the refund directly to you
- Recover the amount from the seller
- Take action against the seller's account
- Ensure you're made whole
### 5.3 How to Claim Protection
1. Submit return request through the app
2. Wait 72 hours for seller response
3. If seller doesn't respond or refuses valid return, escalate to WagglTail
4. Tap "Get Help" on your order
5. Select "Seller won't accept return"
6. Provide details and evidence
7. WagglTail reviews and makes final decision
### 5.4 Protection Limits
- Claims must be submitted within **14 days of delivery**
- Maximum protection: Purchase price + original shipping
- Does not cover buyer's remorse after return window
- Does not cover damage caused by buyer
---
## 6. Disputes and Escalation
### 6.1 Resolving Disputes
**Step 1: Contact the Seller**
- Use in-app messaging to discuss the issue
- Be clear about the problem and desired resolution
- Allow 72 hours for seller to respond
**Step 2: Escalate to WagglTail**
If seller doesn't respond or you can't reach agreement:
- Tap "Get Help" on your order
- Select issue type
- Provide evidence (photos, messages, tracking)
- Submit escalation request
**Step 3: WagglTail Review**
- Our team reviews all evidence
- We may contact both parties for more information
- Decision is typically made within **3-5 business days**
- Decision is final and binding
### 6.2 Evidence Requirements
To support your claim, provide:
- Clear photos of the item and any defects
- Screenshots of listing description
- Tracking information
- Communication with seller
- Proof of purchase
### 6.3 Dispute Outcomes
WagglTail may:
- Approve full refund
- Approve partial refund
- Require return of item
- Deny return request
- Issue warning to seller
- Suspend or terminate seller account
### 6.4 Final Decisions
- All decisions made under Pet Purchase Protection are **final**
- Decisions are based on evidence and policy compliance
- Appeals may be submitted to: admin@happyholidaytech.com
- Appeals are reviewed within 7 business days
---
## 7. Seller Responsibilities
### 7.1 Response Requirements
Sellers must:
- Respond to return requests within **72 hours**
- Accept returns for defective or misrepresented items
- Process refunds within **7 days** of receiving returned items
- Provide accurate tracking information
- Communicate professionally with buyers
### 7.2 Consequences of Non-Compliance
Failure to comply may result in:
- Automatic approval of return requests
- Automatic refund issuance by WagglTail
- Account restrictions or suspension
- Loss of seller privileges
- Negative impact on seller rating
- Recovery of refund amounts from seller balance
### 7.3 Seller Protection
Sellers are protected when:
- Buyer returns item in damaged condition (buyer's fault)
- Buyer doesn't return item within specified timeframe
- Buyer makes fraudulent claims
- Item is returned significantly different from sent condition
---
## 8. Buyer Responsibilities
### 8.1 Buyer Obligations
Buyers must:
- Review listings carefully before purchasing
- Submit return requests within 14 days
- Return items in original condition (for change-of-mind)
- Ship items back within 7 days of approval
- Use provided return labels
- Provide accurate information in return requests
### 8.2 Fraudulent Returns
Buyers may not:
- Return different items than received
- Damage items intentionally
- Make false claims about item condition
- Abuse the return system
Fraudulent activity may result in:
- Return denial
- Account suspension or termination
- Legal action
- Ban from marketplace
---
## 9. Special Circumstances
### 9.1 Lost or Damaged in Return Transit
If item is lost or damaged during return shipping:
- Buyer must file claim with shipping carrier
- Provide tracking information to WagglTail
- WagglTail may assist with carrier claims
- Refund may be issued pending investigation
### 9.2 Seller Account Closure
If seller closes account during return process:
- Return process continues
- WagglTail issues refund from seller's held funds
- If insufficient funds, WagglTail covers the refund
### 9.3 Partial Deliveries
If you receive only part of your order:
- Contact seller immediately
- Wait 7 days for remaining items
- If items don't arrive, request partial refund
- Full refund if seller can't fulfill complete order
### 9.4 Incorrect Address
If delivery fails due to incorrect address provided by buyer:
- Buyer is responsible for additional shipping costs
- Seller may charge restocking fee
- Return policy still applies once item is received
---
## 10. Australian Consumer Law
### 10.1 Consumer Guarantees
Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy under the Australian Consumer Law (ACL) that cannot be lawfully excluded.
Under the ACL, you have rights including:
- Products must be of acceptable quality
- Products must match description
- Products must be fit for purpose
- Services must be provided with due care and skill
### 10.2 Your Rights
If a product or service fails to meet a consumer guarantee:
- You may be entitled to a repair, replacement, or refund
- You may be entitled to compensation for damages and losses
- These rights apply in addition to this policy
### 10.3 Major vs Minor Failures
**Major failure:**
- Product has a problem that would have stopped you buying it
- Product is unsafe
- Product is significantly different from description
- **Remedy:** Refund or replacement (your choice)
**Minor failure:**
- Problem can be easily fixed
- **Remedy:** Seller can choose to repair, replace, or refund
---
## 11. Contact and Support
### 11.1 Return Support
For help with returns:
- **In-app:** Tap "Get Help" on your order
- **Email:** admin@happyholidaytech.com
- **Response time:** Within 24-48 hours
### 11.2 Dispute Resolution
For escalated disputes:
- **Email:** admin@happyholidaytech.com
- **Subject line:** "Marketplace Dispute - Order #[number]"
- **Include:** Order number, issue description, evidence
### 11.3 Consumer Complaints
For unresolved complaints:
**Australian Competition and Consumer Commission (ACCC)**
Website: www.accc.gov.au
Phone: 1300 302 502
**NSW Fair Trading** (or your state equivalent)
Website: www.fairtrading.nsw.gov.au
Phone: 13 32 20
---
## 12. Policy Updates
### 12.1 Changes to This Policy
- We may update this policy from time to time
- Material changes will be notified via email or in-app notification
- Continued use after changes constitutes acceptance
- Check "Last Updated" date at top of policy
### 12.2 Policy Version
- Current version: 1.0
- Effective date: 13 April 2026
- Previous versions available upon request
---
## 13. Summary
**Quick Reference:**
- ⏰ **14 days** to request return from delivery
- ⚡ **72 hours** for seller to respond (or automatic approval)
- 📦 **7 days** to ship item back after approval
- 💰 **7 days** for seller to process refund after receiving item
- 🛡️ **Full protection** through WagglTail Pet Purchase Protection
- ✅ **Automatic refunds** if seller doesn't comply
**Remember:**
- Always communicate through the app
- Keep evidence (photos, messages, tracking)
- Be honest and accurate in return requests
- Contact WagglTail if you need help
---
**Happy Holiday Tech Pty Ltd**
ABN: 13 696 928 382
ACN: 696 928 382
**Email:** admin@happyholidaytech.com
**Support:** admin@happyholidaytech.com
**Mailing Address:**
UG6, 7 Rutledge St
Eastwood, NSW 2122
Australia
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