Effective Date: 01- 08 – 2025 At The Tails Kitchen, we take pride in delivering freshly cooked, nutritious meals for your pets with utmost care. As our meals are made to order and perishable, our refund and replacement policy is designed to be transparent, fair, and practical.

1. No Returns on Perishable Goods

Since all our meals are cooked fresh and customized, we do not accept returns once the order has been delivered. This ensures the highest standards of food safety and hygiene.

2. Refunds & Replacements

You may be eligible for a refund or replacement in the following scenarios:

• You received the wrong meal or an item not matching your order
• The meal was damaged, leaked, or spilled during transit
• Your order was incomplete or not delivered

3. What to Do If There’s an Issue

To raise a refund or replacement request:

• Contact us within 24 hours of delivery
• Share your order ID and supporting photos (if applicable)
• Contact: 📧 bhow@thetailskitchen.com 📞 +91-91120-45566

Our team will review the issue and respond with a resolution within 24–48 hours.

4. Refund Method

Approved refunds will be processed to the original payment method or issued as a credit coupon, based on your preference. Refund processing may take 5–7 business days.

5. Subscription Plan Refunds

• Missed deliveries due to our error will be rescheduled or refunded.
• Subscription changes, pauses or cancellations must be made at least before 24 hours prior to the next scheduled delivery.

6. No Refunds in the Following Cases

Refunds or replacements will not be issued in the following circumstances:

• Customer was unavailable or provided an incorrect delivery address
• Biker and customer service executive tried contacting you for 3 consecutive times for the delivery instructions but there was no response from your end.
• Complaint was raised after 24 hours of delivery.
• Meals were refused or discarded without valid reason or proof.
• Unavoidable delays caused by:
  • Adverse weather conditions (e.g., heavy rain, storms)
  • Traffic disruptions
  • Government-imposed restrictions or strikes

7. Special Cases

We understand that pets can be fussy and situations unpredictable. In rare cases, we may issue goodwill credits or replacements at our discretion. Need Help? We’re always here to make things right (and tasty). 📧 bhow@thetailskitchen.com 📞 +91-91120-45566