Refund policy
# Return & Refund Policy — Kind Tail
At Kind Tail, your satisfaction matters to us — and Lithuanian and EU consumer law give you strong rights whenever you shop with us.
## Your 14-day legal right to cancel (EU / Lithuania)
As a consumer shopping from within the European Union, you have a statutory right to withdraw from your purchase within 14 days of receiving your item, for any reason and without needing to justify your decision. This right cannot be limited by our store policies. You may inspect and handle the item as you reasonably would in a physical shop — it doesn't need to be "unused" with tags still on to qualify — though if its value has been reduced by handling beyond what's necessary to check it, we may deduct that amount from your refund.
To exercise this right, email us at support@kindtail.store within 14 days of receiving your order and let us know you'd like to cancel or return it. We'll confirm your request and send you instructions (and, where applicable, a prepaid return label) for sending the item back.
## Our extended 30-day return policy
Beyond what the law requires, we're happy to accept returns for up to 30 days after you receive your item. For returns requested after the first 14 days, the item must be unworn or unused, with tags attached, in its original packaging, and accompanied by your receipt or proof of purchase.
## How to start a return
Contact us at support@kindtail.store to start a return. If it's accepted, we'll send you a return shipping label along with instructions on how and where to send your package. Please get in touch before sending anything back — this helps us process your return quickly — though it does not affect your statutory right above as long as you've told us of your decision within the 14-day legal window.
## Damages, defects, and the wrong item
Please inspect your order as soon as it arrives and contact us right away if an item is defective, damaged, or not what you ordered, so we can evaluate the issue and make it right. Separately from the return windows above, goods sold in Lithuania also come with a statutory 2-year legal guarantee against defects that existed at the time of delivery, under EU and Lithuanian law.
## Exceptions / items we can't accept back
Some items can't be returned, by law or for safety reasons: perishable goods (such as food, flowers, or plants), custom or personalised items made to your specifications, and personal care or beauty products once their hygiene seal has been broken. We also can't accept hazardous materials, flammable liquids, or gases back through the post, for shipping-safety reasons. Gift cards can't be returned either. If you have questions about a specific item, please get in touch.
Sale or discounted items are still covered by your 14-day statutory cancellation right described above; however, they are not eligible for our voluntary extended 30-day return window.
## Exchanges
The fastest way to get what you want is to return the item you have — once your return is accepted — and place a separate order for the item you'd like instead.
## Refunds
We'll notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, we'll refund you automatically on your original payment method within 14 days of approving your return (or of receiving proof that you've shipped the item back, whichever is earlier). If you exercised your statutory 14-day right to cancel, this refund will also include the standard delivery cost you originally paid. Please note it can take your bank or card provider a little longer to post the funds to your account.
If more than 14 days have passed since your refund was approved and you still haven't received it, please contact us at support@kindtail.store.
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*This policy is provided as general guidance based on the EU Consumer Rights Directive and Lithuanian law, and is not a substitute for advice from a qualified lawyer. As of 19 June 2026, EU law also requires online sellers to offer an easy-to-find electronic withdrawal/cancellation function (not just email) — see the compliance note below before publishing.*
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## What I changed vs. your original text, and why
- **Restructured the EU 14-day right as the primary rule, not a footnote.** Since you're based in Lithuania (EU), the 14-day statutory right of withdrawal always applies to your consumers — it's not a "notwithstanding the above" exception, it's the legal floor.
- **Fixed the refund deadline.** EU law (Consumer Rights Directive, Art. 13) requires refunds within 14 days of the return being approved or proof of shipment — not "10 business days," and not "15 business days" for the follow-up window.
- **Removed the blanket "no returns on sale items" exclusion for the legal window.** EU law does not allow sale/discounted items to be excluded from the mandatory 14-day right. You can still exclude them from your *voluntary* extended 30-day window, which is what I did.
- **Softened the "unworn/unused with tags" condition for the first 14 days.** Under EU law, consumers can inspect an item as they would in a shop; you can deduct for excess wear but can't flatly refuse a return on that basis alone during the statutory period. The stricter "unworn/unused with tags" condition now only applies to your voluntary extra 16 days (day 15–30).
- **Added the refund of original delivery cost** for statutory 14-day cancellations — required by EU law, and easy to miss.
- **Dropped the return-address placeholder** per your instruction — return instructions (including a prepaid label) are given directly to the customer per-request instead.
- **Qualified "personal care goods"** as non-returnable only once the hygiene seal is broken, since an unbroken seal must remain returnable.
- **Added a one-line mention of the separate 2-year legal guarantee** against defects (distinct from your return policy), which exists under Lithuanian/EU law regardless of your voluntary return windows.
## One important action item — not just a wording issue
As of **19 June 2026**, EU law (Directive (EU) 2023/2673) requires online sellers to provide a clearly visible **electronic withdrawal/cancellation button or form on the website itself** — not just an email address — that lets EU customers submit a cancellation with two-step confirmation and an automatic email receipt. Since that deadline has already passed, this is a live compliance gap, not just future-proofing. Shopify doesn't build this in natively, so you'd need a return-management app (e.g. Shopify's own "Returns" flow, Loop, AfterShip, Return Prime, etc.) or a custom form to satisfy it. Worth flagging to a Lithuanian consumer-law advisor given the potential fines (up to 4% of annual turnover for serious/repeated breaches).
## Publishing note
I tried to publish this directly to your Shopify Refund Policy page, but the Shopify connection here doesn't have the `write_legal_policies` permission, so it was blocked. To publish it yourself: **Shopify Admin → Settings → Policies → Refund policy**, paste this text in (there's also a "Show HTML" toggle in that editor if you want the exact formatting from the .html version I've also sent you).