Welcome to Heads Up For Tails, we’re so glad you’re here! Our goal is to make your shopping experience with us smooth, transparent, and completely worry-free.
This policy walks you through how cancellations, returns, exchanges, refunds, and replacements work for purchases made on our website and app, so you always know what to expect.
It forms a part of our Terms & Conditions and applies to all customers who place orders with Heads Up For Tails (“HUFT”, “we”, “us”, “our”). By shopping with us, you’re agreeing to the terms shared below.
1. DEFINITIONS
Customer / You / Your: Anyone who places an order with Heads Up For Tails.
Order: A confirmed purchase placed through our website, mobile app, or directly at our stores.
Dispatched: Order status after packaging and handover to the courier partner.
2. ORDER CANCELLATION
2.1 Customer-Initiated Cancellations
You may cancel your order by yourself provided it hasn’t been processed or dispatched.
To cancel, log in to your account, go to My Orders > Select Order and select “Cancel Order”, or contact our Customer Support team.
If the order is successfully cancelled before dispatch, you will receive a wallet credit instantly which can be used for future online/offline purchases.
2.2 Post-Dispatch Cancellation
Orders cannot be cancelled after dispatch. Once an order is processed and sent out, cancellation is not permitted.
2.3 HUFT-Initiated Cancellation
Heads Up For Tails reserves the right to cancel any order due to stock unavailability, pricing errors, suspected fraud, or other internal reasons. In such events, a full refund will be issued.
3. RETURNS & EXCHANGES
3.1 Eligibility for Returns & Exchanges
To be eligible for return or exchange:
The request must be initiated within 7 days of delivery.
The product must be unused, in original condition, and with original packaging, labels, tags, and accessories intact.
3.2 Ineligible Products for Returns & Exchanges
Below is the list of items which are ineligible for return or exchange:
Edible and perishable items like food, treats etc
Personalised products that are made to order
Beds, play pens, crates & carriers
Dog Toys & Cat Toys
Items purchased during sales
Face Masks
Dog Pads/Diapers
Medicines & Supplements
Returns and exchanges will also not be accepted in the following circumstances:
If request is initiated after 7 days of order delivery
Product is used or altered
Product is damaged due to misuse/overuse by the customer
Returned attempted without original packaging including, price tags, labels, original packing, and other accessories or if original packaging is damaged
3.3 How to Request a Return or Exchange
Log in to your HUFT account and navigate to Return/Exchange Requests.
Enter your Order ID and Registered Phone Number.
Select the items you want to return or exchange and choose a reason.
(Customers can also contact our Customer Support team for assistance.)
3.4 Inspection & Approval
After we receive your request, our team will review and approve the return/exchange based on eligibility.
We may request photo evidence for damaged or defective products.
4. REPLACEMENTS
Replacements are provided only for damaged, defective, or incorrect items delivered.
If available, we will ship the replacement item within 3–5 business days after approval.
If a replacement is not available, we will offer a return and refund instead.
5. REFUND PROCESS
Once your return is accepted, the refund will be processed to your original payment method.
Refunds usually take 5–8 business days depending on your bank or payment provider.
For prepaid orders, refunds will be made to your original source of payment. For cash-on-delivery orders, refunds may be issued as store credit or bank transfer.
6. STORE CREDIT
If you choose to receive store credit (for exchanges or certain returns), it will be issued immediately on approval.
Store credits are valid for a defined period (typically 1 month unless otherwise specified).
7. UNDELIVERED / LOST ORDERS
If your order is not delivered within the estimated timeframe, contact our support team with your Order ID and delivery details.
If a shipment is confirmed lost by the courier partner, HUFT will resend the order or refund the amount, depending on availability and your preference.
8. DAMAGED OR DEFECTIVE PRODUCTS
If you receive a damaged or defective item, report it within 24 hours of delivery with photos of the damage.
We aim to resolve such claims swiftly with a replacement or refund.
9. GENERAL CONDITIONS
Items returned without authorization, received after the return window, or not meeting return conditions will not be accepted and will be sent back to the customer.
HUFT reserves the right to interpret and apply this policy at its discretion in specific cases.
Note that while the first exchange is free of cost, consequent exchanges may be at a cost borne by the customer.
10. CONTACT INFORMATION
For support related to cancellations, returns, exchanges, or refunds:
📧 Email: hello@headsupfortails.com
📞 Customer Care: 011-4084 5122 India Customer Care
Heads Up For Tails thanks you for shopping with us — we value your trust and strive to make every experience seamless for pet parents and their beloved companions!