Warranty & Defect Cover

The short version

We do not claim manufacturer warranties — no product on this site carries a manufacturer's warranty promise from us. What you do get is our own defect cover: for 60 days from delivery, if an item shows a defect in materials or workmanship under normal use, we will repair it, replace it, or refund you — at our choice. This is separate from, and in addition to, the 30-day returns policy.

A zipper that gives out in week three

Day 1. Priya emails business@Tailwell.shop with her order number, a short description of the problem, and two photos: one of the zipper, one of the full carrier.

Within 2 business days. We reply. Because the failure is a seam and zipper defect under normal use, inside the 60-day window, the claim is accepted. We tell Priya whether we will repair, replace, or refund — and if we need the item back, we send a prepaid return label.

If we replace: the replacement ships free, processed in 1–2 business days, with the same tracking emails as any order. If we refund: the refund goes to the original payment method. If we repair: we tell Priya honestly how long the repair will take before she sends anything, and she can choose replacement or refund instead if she prefers.

Priya is never asked to pay return shipping for a defect claim, and she is never asked to argue her case twice.

What the defect cover includes

• Defects in materials — fabric that tears along a seam under normal use, mesh that splits without chewing or snagging, hardware that arrives cracked.
• Defects in workmanship — stitching that comes undone, zippers that fail, straps that detach at the join, buckles that do not hold.
• 60 days from delivery — the clock runs from the carrier's delivery date, not the order date.
• Repair, replacement, or refund — at our choice, and we explain which one and why.

How to make a claim

1. Email us within 60 days of delivery at business@Tailwell.shop with your order number, a description of the problem, and photos showing the defect.
2. We reply within 2 business days with a decision: accepted (repair, replace, or refund) or declined, with reasons.
3. If we need the item back, we send a prepaid return label. Do not send anything until we ask you to — photos are usually enough to decide.
4. Replacement or refund follows the same shipping and refund terms as any order: free shipping for replacements, refunds to the original payment method.

What the defect cover does not include

The cover is for defects — not for damage. It does not include:

• Chewing or pet damage — a strap chewed through, mesh torn by claws during escape attempts, fabric shredded by a determined puppy.
• Misuse — carrying a dog heavier than the carrier is designed for, using a car seat cover as a cargo tarp, overloading a bag past its seams.
• Accidents — drops, snags on fences, damage from a car accident.
• Normal wear — gradual fading, pilling, or softening of fabric from regular use.
• Unauthorized modifications — cut straps, added hardware, or repairs done by anyone else.
• Damage from improper cleaning — bleach, high-heat drying, or harsh chemicals used against the care guidance.

If we decline a claim, we tell you why, with reference to the photos you sent. You can still use the 30-day return window if the item is within it and in resalable condition — but a defect claim and a change-of-mind return are different paths, and the defect cover is the one that applies to genuine defects after the return window closes.

How this fits with your other rights

The 60-day defect cover sits alongside the 30-day returns policy: if you are inside 30 days of delivery and the item is unused and in resalable condition, you can simply return it. If a defect appears after day 30 but inside day 60, the defect cover is the path. Nothing in this policy limits your statutory rights under applicable law.

Questions about a defect

Email business@Tailwell.shop with your order number and photos, or call +1 (555) 0134-6372.

Effective date: October 14, 2026.