Refund policy
Last updated: October 4, 2026
At SoftTails, we want you and your pup to be happy with your purchase. If you are not satisfied with your order, you may request a return within 30 days of receiving your item.
30-Day Money-Back Guarantee
You have 30 calendar days from the date your order is delivered to request a return.
To be eligible for a return, the item must be in the same condition in which you received it, with all included components and accessories. You will also need your order number or other proof of purchase.
To start a return, contact us at nozzzaa123@gmail.com before sending the product back.
Returns sent without first contacting us may not be accepted.
Return Instructions
Once your return request has been reviewed and approved, we will provide you with the appropriate return instructions and return address.
Please do not send your order to the business address listed on our website unless we specifically instruct you to do so. Our fulfillment partners may process returns at a different location.
Unless required otherwise by applicable consumer law or the return is due to our error, return shipping costs are the responsibility of the customer.
Original standard shipping is provided free of charge and therefore no original shipping fee will be deducted from an eligible refund.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your SoftTails arrives damaged, defective, or you receive the wrong item, contact us as soon as possible at nozzzaa123@gmail.com with your order number and clear photos or videos showing the issue.
Once the issue has been verified, we will work with you to provide an appropriate solution, such as a replacement or refund, at no additional cost where required.
Refunds
Once we receive and inspect an eligible return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method. Please remember that your bank, card issuer, or payment provider may require additional time to process and display the refund.
If more than 15 business days have passed since we confirmed that your refund was issued and you still have not received it, please contact us at nozzzaa123@gmail.com.
Exchanges
If you receive a damaged, defective, or incorrect product and would prefer a replacement rather than a refund, contact us at nozzzaa123@gmail.com.
Replacement eligibility is subject to verification and product availability.
Cancellations
If you need to cancel or modify your order, contact us as soon as possible after placing it.
We begin processing orders quickly, so we cannot guarantee that an order can be changed or cancelled once fulfillment has begun.
Nothing in this section limits any cancellation or withdrawal rights that may apply under local consumer law.
European Union / EEA Customers
If your order is delivered to a country where European Union or European Economic Area consumer protection rules apply, you may have additional statutory rights.
In particular, eligible consumers generally have the right to withdraw from an online purchase within 14 days after delivery, without providing a reason, subject to applicable exceptions.
Our 30-day return policy does not limit any mandatory consumer rights available to you under applicable law.
For assistance exercising these rights, contact us at nozzzaa123@gmail.com.
Shipping Information
We currently ship to:
United States, Spain, United Kingdom, Netherlands, France, Mexico, Canada, Italy, and Australia.
Standard shipping is free and insured.
Orders normally require 2–4 business days for processing, followed by an estimated 6–8 business days for shipping and delivery.
Delivery estimates may be affected by circumstances outside our reasonable control, including customs processing, carrier delays, weather, local holidays, or other logistical disruptions.
Contact Information
For questions regarding returns, refunds, or your order, you can contact us at:
Trade name: SoftTails
Website: trexio.store
Email: nozzzaa123@gmail.com
Phone: +54 351 337 9429
Business address: Jose W. Agusti 7382, 5147 Córdoba, Argentina