Refund policy

**TAGLING — RETURNS & REFUNDS POLICY**

Effective date: 24 July 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 bundle and discounted prices. The original shipping cost (if any) is non-refundable.

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 while your paid membership Plan (Protect or Protect+) is still in its free first 3 months, the linked Subscription simply ends — you won't be charged anything. If you chose the free ID Only plan, there's no membership to cancel and nothing to pay.

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 bundle items**

The 30-day money-back guarantee applies to sale and bundle 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 — but it has its own guarantee. Membership comes in three Plans: ID Only (free forever), and the paid Protect and Protect+ Plans, billed monthly or annually, with your first 3 months free. You can cancel at any time. If you are charged a membership fee (monthly or annual, on any paid Plan) and you cancel within 30 days of that charge, we will refund that charge in full. Your pet's profile then moves to ID Only Mode. Full details, including current Plan prices, 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.