Refund policy

TAGLING — RETURNS & REFUNDS POLICY

Effective date: 11 August 2026

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). For a major failure you are entitled to a replacement or refund (your choice), and to compensation for any other reasonably foreseeable loss or damage. If the goods fail to be of acceptable quality and the failure does not amount to a major failure, you are entitled to have the problem fixed within a reasonable time — and if this isn't done, to a refund or replacement.

Nothing in this policy limits, excludes or modifies these rights. The money-back guarantee described below is offered in addition to your rights under the ACL.

30-day money-back guarantee

We want you to be completely happy with your Tagling. If you change your mind for any reason, you can return your tag within 30 days of delivery for a full refund of the tag's purchase price — even if you've activated it and tried it out.

To be eligible, request your return within 30 days of the delivery date and return the tag to us with your receipt or proof of purchase. The guarantee covers the price you actually paid for your tag(s), including discounted prices — it never includes shipping. Shipping costs are not refundable under this guarantee in any circumstances: neither the original shipping cost nor the cost of sending the tag back. This means that if your tag was free as part of a promotion, shipping is the only amount you paid, and no refund is payable when you return a free tag for change of mind. (Consumer guarantees are different: if your tag is faulty or otherwise covered by the ACL, see "Faulty, damaged, or incorrect items" below — the law requires us to put that right at no cost to you, and nothing in this guarantee changes that.)

You are responsible for the cost of return shipping on change-of-mind returns, and we recommend using a tracked service, as we can't be responsible for items lost on the way back to us.

To start a return, contact us at info@mytagling.com. Returns will need to be sent to:

Tagling Pty Ltd, Level 2, 383 George Street, Sydney NSW 2000

If your return is accepted, we'll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. If you return a tag during your 14-day free trial, the linked membership simply ends — you won't be charged anything.

We may decline repeated or excessive claims that indicate abuse of this guarantee.

You can always contact us with any return question at info@mytagling.com.

Faulty, damaged, or incorrect items

Please inspect your order on arrival and contact us as soon as possible if an item is defective, damaged, or you've received the wrong item.

If an item is faulty, not of acceptable quality, not as described, or doesn't do what it should, you may be entitled to a repair, replacement or refund under the ACL. In these cases — unlike money-back guarantee returns — we will cover the cost of return shipping and make it right.

Items not eligible for the money-back guarantee

The following can't be returned for change of mind:

* Personalised or custom-engraved tags and other made-to-order items
* Gift cards

Important: this exclusion applies to change of mind only. Your consumer guarantee rights still apply to all of the above. For example, if a personalised tag arrives faulty or doesn't work as described, you remain entitled to a remedy under the ACL.

Sale and promotional items

The 30-day money-back guarantee applies to sale and promotional purchases too — you'll be refunded the price you actually paid. Your consumer guarantee rights under the ACL apply to sale items in exactly the same way as full-price items.

Membership & subscription

The Tagling membership is a digital service, so it isn't "returned" like a physical item. Your membership starts with a 14-day free trial, then continues at $35.99 AUD per year unless you cancel. You can cancel at any time: cancelling stops future charges, you keep full membership features until the end of the period you've already paid for, and your pet's profile then moves to ID Only Mode. Other than as required by law, membership fees are not refundable once charged — to avoid a charge, cancel before your free trial ends or before your renewal date. Your ACL rights always apply: if there is a major problem with the service, you may be entitled to cancel and receive a refund for the unused portion under the ACL. Full details are in our Terms of Use.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

Refunds

We'll notify you once we've received and inspected your return and let you know whether the refund is approved. If approved, you'll be refunded to your original payment method within 10 business days. Please remember it can take additional time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since we approved your return and you haven't received it, contact us at info@mytagling.com.