退款政策

Due to the nature of COVID-19, please take into account that business days and time frames can take a little longer as production may be slow, we are a very small business and will work as quickly as we can through this hard year.

Returns 
Here at Neverland Tails we pride ourselves on our quality of products and ensure they are at the highest standard. We accommodate a 10-day return policy from the date you received your products to request a return.

Returns are only for if you have the product physically with you, Cancellations are for if you have not received your product/s and they have not been shipped out.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@neverlandtails.com. If your return is accepted, we’ll send you a return shipping label prior to your request, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. All shipping labels will incur a fee and it is your responsibility to pay the fee otherwise the return will be voided. 10% restocking fee will be deducted from your refund amount.

You can always contact us for any return question at sales@neverlandtails.com.

Cancellations
Due to the custom nature of our products (made to order fabric tails), we cannot perform any exchanges or refunds of any fabric mermaid tails (excluding customs, see below) unless the tails have not yet been sent to the printer and there is a strong case.

You may only cancel your order within 4 business days of purchasing from our store. Please contact us immediately if you wish to cancel. If your order has already been in transit to the printer, we are unable to refund your purchase.

Custom Cancellations incur a 25% designing fee. This informs the customer that upon cancellation, their order will incur a 25% fee off of their refund. 

Anti Harrassment & Abuse Policy
Neverland Tails maintains an anti-harrassment & abuse policy. As a company we will not tolerate the following:
Written or Verbal abuse, Harrassment, Extortion attempts, Berating (either indirect messages or via social media platforms.) False accusations. 
Any behaviour stated above will immediately close any obligation to further communications and void any refund, cancellation, or any exchange agreement. Bullying, harrassment and extortion are illegal. Neverland Tails will not contribute to and abet this type of negative behaviour in our business & community.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Neverland Tails cannot be held liable for any damage the item has incurred on route to your destination. If your package is lost or has been stolen in the postal system, please contact us immediately with your tracking number and order number and we can discuss options. Neverland Tails reserves the right to refuse refunds on parcels lost due to negligence on either the postal service or the buyer not collecting their parcel in time.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalized items),  personal care goods (such as beauty products), and intimate items (such as bikini bottoms and underwear). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, custom items or gift cards.

Exchanges
We cannot accept exchanges on custom products (ie; custom tails), the seasonal tails (and merchandise) can be exchanged with proof of purchase and only if you were sent the wrong item in unused/new condition with tags still attached and in original packaging.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method minus a 10% restocking fee & will be contacted on the fee of shipping. Please remember it can take some time for your bank or credit card company to process and post the refund too. Afterpay can take longer than usual compared to bank or credit card companies so please also take this into matter when processing refunds.