Return & Refund Policy

Scope of This Policy

This Return & Refund Policy applies to eligible wholesale transactions made through the Tail Stocks marketplace operated by PET MASTERS INC.

Tail Stocks is a B2B marketplace serving pet shops, veterinary clinics, resellers, online sellers, and other businesses. Products may be sourced from multiple partner suppliers and consolidated before delivery.

This policy should be read together with the Tail Stocks Terms & Conditions and other applicable marketplace policies.

Order Confirmation & Downpayment

An order submitted through the Tail Stocks website initially serves as an order request or quotation and remains subject to product availability and confirmation.

Once availability has been confirmed and the customer proceeds with the required 10% downpayment, the order becomes confirmed and Tail Stocks may begin committing to suppliers, purchasing products, arranging pickup, or otherwise sourcing the order.

Customer Cancellation After Confirmation

Once an order has been confirmed, the customer's 10% downpayment is non-refundable if the customer decides to cancel the order.

This includes cancellation because the customer changed their mind, no longer requires the products, ordered too much, experienced slower than expected sales, found another supplier, found a lower price elsewhere, or for another reason not attributable to Tail Stocks.

Tail Stocks may still attempt to accommodate reasonable requests to modify an order where operationally possible, but such accommodation does not create a right to cancellation or refund.

Cancellation of Individual Products

A customer may ask Tail Stocks to remove specific products from a confirmed order. Approval depends on whether Tail Stocks has already committed to obtaining those products.

Approval to remove individual products does not make the original 10% downpayment refundable. Amounts already paid may instead be applied against the remaining balance of the order where appropriate.

Products Unavailable From Suppliers

Product availability is subject to confirmation from Tail Stocks partner suppliers. If a product becomes unavailable or cannot be fulfilled, the customer will not be charged for the unfulfilled quantity.

Tail Stocks may remove the unavailable product from the order and recompute the remaining amount payable.

If amounts already paid exceed the amount properly due after the unavailable products are removed, the excess may be applied against the remaining order balance or refunded to the customer as appropriate.

Complete Inability to Fulfill an Order

If Tail Stocks is unable to fulfill the entire confirmed order for reasons attributable to product unavailability or Tail Stocks' inability to complete the transaction, the customer will be entitled to a refund of the amount paid for that order, including the applicable downpayment.

This is different from a customer initiated cancellation. The non-refundable downpayment rule applies when the customer cancels a confirmed order, not when Tail Stocks is unable to fulfill the order.

Change of Mind Returns

Because Tail Stocks operates primarily as a wholesale B2B marketplace, products are not returnable merely because the customer changed their mind after the order was confirmed or delivered.

Returns are not ordinarily accepted because the customer ordered too much inventory, the products are selling slowly, the customer no longer needs the products, the customer found a lower price elsewhere, or another supplier later offered different terms.

Tail Stocks may approve an exception at its discretion where commercially reasonable, but such approval does not establish an obligation to accept similar returns in the future.

Eligible Order Issues

Customers should inspect their shipment promptly after receipt. Subject to verification, the following types of issues may qualify for an appropriate remedy.

Available Remedies

After reviewing and verifying a valid claim, Tail Stocks will determine an appropriate remedy based on the circumstances, product availability, transaction status, and nature of the issue.

Tail Stocks may also agree with the customer on another commercially reasonable resolution. Account credit or store credit will not be forced in place of a monetary refund where a monetary refund is otherwise properly due.

Reporting a Claim

Customers should report missing, incorrect, damaged, or undisclosed expired products to Tail Stocks as soon as possible and preferably within 48 hours from recorded receipt of the shipment.

If the recorded delivery time cannot reasonably be established, Tail Stocks may use the date or time the customer actually received the shipment based on available information.

Supporting Evidence & Unboxing Videos

Customers should provide reasonable supporting evidence so Tail Stocks can investigate a claim. Depending on the issue, this may include photographs of the products, outer packaging, shipping label, quantities received, product condition, expiration information, and order details.

An unboxing video is not mandatory for every claim. However, where a customer has an unboxing video showing the package before and during opening, submitting it may significantly help Tail Stocks verify the circumstances and expedite resolution.

Tail Stocks may request additional reasonable evidence where necessary to properly investigate a particular claim.

Claims Submitted After 48 Hours

Claims should be submitted within 48 hours of receipt whenever reasonably possible.

A claim submitted after this period is not automatically invalid. However, Tail Stocks may deny a late claim where the delay materially prevents reasonable verification of when, where, or how the reported issue occurred.

Tail Stocks may consider exceptional circumstances and available evidence when reviewing a late claim.

Expired & Short Dated Products

If a customer receives a product that was already expired at the time of delivery and the expired condition was not disclosed and accepted before confirmation, the customer may submit a claim for an appropriate remedy.

Some products may occasionally be offered as short dated, near expiry, clearance, promotional, or specially priced inventory. Where the relevant expiration condition was clearly disclosed to the customer before order confirmation and the customer accepted the product on that basis, the disclosed expiration date alone does not create a right to return or refund.

Clearance & Special Sale Products

Products clearly identified and accepted as clearance, final sale, short dated, specially discounted, or otherwise sold subject to a disclosed condition are generally not returnable merely because of the condition that was disclosed before confirmation.

This does not prevent a customer from reporting a materially different issue, such as receiving the wrong product, receiving an undisclosed expired product, or receiving goods materially different from the condition represented before confirmation.

Manufacturer Defects

Certain product defects may originate from the manufacturer and may not be reasonably detectable by Tail Stocks before delivery, particularly where the product remains factory sealed.

Where a reported issue appears to be a manufacturing defect, Tail Stocks may coordinate with the applicable supplier, distributor, manufacturer, or brand regarding the claim and will reasonably assist the customer with the resolution process.

The available remedy may depend on the applicable supplier or manufacturer claim procedure and the circumstances of the defect, subject to rights that cannot lawfully be excluded.

Packaging & Label Changes

Manufacturers and brands may update packaging, labels, artwork, colors, promotional markings, container designs, or other non-material presentation details without changing the underlying product.

A packaging or label change alone does not normally qualify for a return or refund where the product received is materially the same SKU, size, variant, formulation, or product ordered.

Customers may still contact Tail Stocks if a packaging difference suggests that the actual product itself may be materially different from what was ordered.

Minor Cosmetic Damage

Wholesale products may occasionally experience minor cosmetic wear during ordinary handling, consolidation, or transport. Examples may include minor dents, light scratches on cartons, compressed outer packaging, or similar cosmetic conditions.

Minor cosmetic damage does not automatically qualify for a refund where the product remains sealed, safe, usable, and in commercially reasonable condition.

Damage that affects safety, seal integrity, product quality, usability, or reasonable resale condition may qualify for a claim and will be reviewed based on the evidence provided.

Damage After Delivery

Tail Stocks is not responsible for deterioration or damage that occurs after the products have been properly delivered and accepted where the damage results from circumstances under the customer's control.

This may include improper storage, excessive heat, moisture, exposure to weather, pests, improper stacking, mishandling, contamination, failure to follow storage instructions, or other conditions arising after delivery.

Delivery & Cargo Forwarder Claims

Responsibility for transport related damage depends on the delivery arrangement and when the damage occurred.

Tail Stocks will reasonably assist the customer by providing available shipment records or other relevant information where appropriate for a cargo claim.

Refused & Failed Deliveries

If a customer refuses an otherwise correct and conforming shipment, provides incorrect delivery information, or repeatedly fails to make themselves or an authorized recipient reasonably available to receive the order, the customer may be responsible for resulting return, redelivery, storage, or additional logistics costs.

Refusal or failed delivery caused by the customer does not automatically create a right to cancel the confirmed order or recover the non-refundable 10% downpayment.

Return Shipping Costs

Where Tail Stocks verifies that a return or replacement is required because of an error attributable to Tail Stocks, Tail Stocks will generally bear reasonable return or replacement logistics costs associated with the verified issue.

Where a return is not attributable to an error by Tail Stocks but is nevertheless approved as an exception, the customer may be required to shoulder the applicable return, pickup, redelivery, or other logistics costs.

Return Authorization

Customers must contact Tail Stocks and receive appropriate return instructions before sending products back.

Unauthorized returns may be refused or may experience delays because Tail Stocks may be unable to identify, verify, receive, or properly process the returned products.

Refund Method

Where a monetary refund is approved, Tail Stocks will generally return the applicable amount through the original payment method where practical and appropriate.

For bank transfers and other payment methods where a direct reversal is not reasonably available, Tail Stocks may process the refund through bank transfer or another mutually agreed and appropriate method after any necessary verification.

Payments made by credit card will be refunded through the applicable card payment channel rather than through an unrelated payment method, subject to the payment provider's applicable procedures and requirements.

This helps protect the customer and Tail Stocks and supports appropriate payment security, reconciliation, and regulatory controls.

Refund Processing Time

Once a refund has been approved and all information reasonably necessary to process it has been received, Tail Stocks will generally initiate the approved refund within 7 business days.

Refund Amount & Delivery Charges

A refund will generally be based on the verified amount attributable to the affected product or transaction and amounts actually paid by the customer for that portion of the order.

Original delivery, cargo, forwarding, or other logistics charges are generally not refundable where those services have already been properly performed.

Where a refund results from an error attributable to Tail Stocks and refunding an associated delivery or logistics charge is appropriate under the circumstances, Tail Stocks may include the applicable amount in the resolution.

Promotions, Bundles & Free Products

Where a refunded or returned product formed part of a promotional bundle, quantity discount, Buy X Get Y arrangement, free product offer, or similar promotion, Tail Stocks may reasonably recalculate the transaction to reflect the products ultimately retained by the customer.

Tail Stocks may also require related promotional or free products to be returned where appropriate before completing a refund.

Any recalculation will be based on the applicable promotion and the circumstances of the transaction.

Wholesale Business Transactions

Tail Stocks is primarily a business to business wholesale marketplace. This Return & Refund Policy is designed around commercial sourcing, supplier commitments, consolidated procurement, wholesale quantities, and business deliveries.

Nothing in this policy is intended to exclude, restrict, or waive a right or remedy that cannot lawfully be excluded, restricted, or waived under applicable Philippine law.

How to Submit a Claim

To report an order issue, contact Tail Stocks as soon as possible and provide the applicable order or invoice information together with reasonable evidence of the reported issue.

Policy Updates

PET MASTERS INC. may update this Return & Refund Policy from time to time to reflect changes in Tail Stocks operations, marketplace processes, payment methods, supplier arrangements, logistics procedures, or applicable legal requirements.

The latest version will be published on the Tail Stocks website with the applicable effective or updated date.