Refund policy

Refund & Return Policy

We want customers to understand the return process before ordering. Because products can be fulfilled from different locations, please contact us before sending any return.

15-day return-request window
You may request a return within 15 days after delivery for eligible products. Items must generally be unused, in their original condition and in their original packaging.

How to request a return
Email support@fishtailglobal.com with your order number and the product you want to return.

Do not send an item back until you receive return instructions from us. The correct return destination may vary depending on the product and fulfillment source.

Change-of-mind returns
For eligible returns that are not caused by damage, defect or fulfillment error, the customer is responsible for return-shipping costs unless otherwise stated in the return authorization. Original shipping charges, if any, are generally non-refundable except where required by law.

Damaged, defective or incorrect products
Contact us as soon as possible after delivery with your order number and clear photos of the product and packaging. After review, eligible cases may receive a replacement, refund or another appropriate resolution.

Non-returnable situations
Returns may be declined for products requested outside the return window, products showing signs of use or customer-caused damage, products missing necessary original packaging, gift cards, or custom/made-to-order products when clearly disclosed before purchase.

Nothing in this policy limits consumer rights that cannot legally be waived.

Refund processing
When a return is required, we will notify you after the returned product has been received and reviewed. Approved refunds are issued to the original payment method. Your bank or card issuer may require additional time to post the refund.

Questions about returns or refunds can be sent to support@fishtailglobal.com.