Return & Refund Policy

Return & Refund Policy

This policy applies to purchases made directly from www.pbtails.com.

PB TAILS is operated by Shenzhen Xiaoweiba Electronic Info Tech Co., Ltd. For return requests and product support, contact service@pbtails.com.

1. Our 30-Day Return Policy

You may request a return for a non-quality-related reason, including a change of mind, within 30 calendar days of receiving your order.

To qualify under this voluntary return policy, the product must be unused, in the same condition as received, and returned in its original packaging with all included accessories and components. Please provide your order number or other proof of purchase.

The 30-day period is the deadline for contacting us to request a return. We will provide the return address and shipping instructions.

These conditions apply to our voluntary return offer. They do not restrict any statutory cancellation rights or remedies for defective, damaged, incorrect, or misdescribed products.

2. Non-Quality Returns and Shipping Costs

For eligible non-quality returns under our voluntary 30-day policy:

  • You are responsible for the return shipping costs.
  • Original shipping charges are not refundable.
  • The refund covers the amount paid for the returned product.

If mandatory consumer law requires a different allocation of costs or refund amount, those requirements apply instead.

3. Defective, Damaged, or Incorrect Items

If your product is defective, arrives damaged, or is not the item you ordered, email service@pbtails.com with your order number and a description of the issue. Where relevant, photographs or videos can help us assess the problem.

Once we confirm a product quality issue, an incorrect shipment, or damage during delivery, we will cover the necessary return shipping costs and provide appropriate instructions.

We will work with you to arrange the applicable repair, replacement, or refund, taking account of your rights under consumer law. Where a refund is appropriate, we will also refund any original delivery charges required by applicable law.

A product does not need to be unused to qualify for a remedy for a genuine defect. Our voluntary 30-day return window does not limit statutory warranty or conformity rights.

4. How to Request a Return

  1. Email service@pbtails.com with your order number and the reason for your request.
  2. Wait for our return address and shipping instructions before sending the product.
  3. Pack the product securely and include its accessories and components where applicable.
  4. Keep your shipping receipt and any tracking information.

The address shown in our Contact Information Policy is an office address. Do not use it for returns unless we specifically instruct you to do so.

Contacting us before shipment helps ensure that the return reaches the correct location. It is not a requirement to obtain permission to exercise a statutory right of withdrawal.

5. Return Assessment

We will inspect returned products and notify you of the outcome.

For voluntary non-quality returns, products that are used, damaged by the customer, or missing their original packaging, accessories, or components may not qualify under the conditions in Section 1.

We will explain any decision to decline a voluntary return. These conditions do not override rights available under applicable consumer law.

6. Refund Processing

Approved refunds are issued to the original payment method.

For refunds under our voluntary return policy, we will complete the inspection and initiate the refund within 15 calendar days after receiving the returned product.

This is the time for us to initiate the refund. Your bank or payment provider may require additional time to display the credit in your account.

Where applicable law requires an earlier refund or a different starting point for the refund deadline, we will follow that requirement.

If you have received a refund confirmation but cannot see the credit, please contact your bank or payment provider. You may also email service@pbtails.com for assistance.

7. Statutory Withdrawal Rights

Where EU consumer withdrawal rules apply, you generally have 14 days after delivery to notify us that you wish to withdraw from an eligible online purchase without giving a reason. Please email service@pbtails.com with a clear statement of your decision and your order details.

You must normally send the goods back within 14 days after notifying us. You bear the direct return shipping costs for a change-of-mind withdrawal unless we agree otherwise or applicable law requires us to bear them.

For a valid statutory withdrawal, we will refund the applicable payments, including the cost of our least expensive standard delivery option. Additional charges for a more expensive delivery option you selected need not be refunded unless required by law.

We will issue the refund without undue delay and within 14 days after being informed of your withdrawal. Unless we have offered to collect the goods, we may withhold the refund until we receive them back or receive evidence that you have sent them back, whichever occurs first.

Our voluntary requirement that goods be unused and in their original packaging does not override statutory withdrawal rights. Where the law permits, you may be responsible for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics, and functioning.

Any applicable statutory exceptions and additional local consumer rights remain in effect.

8. Consumer Rights

This policy supplements, rather than replaces, your rights under applicable consumer law.

Nothing in this policy excludes mandatory cancellation rights, legal guarantees, or remedies for products that are defective, damaged, incorrect, or not as described.

9. Contact

For return requests, refund questions, or product issues:

PB TAILS Customer Support
Email: service@pbtails.com