Refund policy

Return, Exchange & Refund Policy

Effective Date: 15 April 2026

At BLACKTAIL, every product is created in limited quantities and checked before dispatch. We want your shopping experience to feel safe, clear, and premium. Returns, exchanges, and refunds are available on eligible orders, subject to the conditions below.

1. Return Eligibility

Returns are accepted on eligible products if the return request is raised within 2 days of delivery.

To qualify for a return, the product must be:

unused
unwashed
unworn
unaltered
with original tags attached
in original packaging
in the same condition in which it was delivered

BLACKTAIL reserves the right to reject any return if the product does not pass quality verification.

2. Exchange Eligibility

Exchanges are available on eligible products, subject to product condition and stock availability.

You may request an exchange for:

size issue
wrong item received
damaged item received
torn item received
missing item
manufacturing defect
any other approved case after verification

Size exchanges depend on available stock. If the requested size is unavailable, BLACKTAIL may offer store credit, replacement options, refund, or another suitable resolution depending on the case.

3. Damaged, Wrong, Torn, Missing, or Defective Product

If you receive a damaged, torn, wrong, missing, or defective product, please contact us within 24 hours of delivery.

A clear opening / unboxing video is mandatory for such claims. The video should clearly show:

sealed package before opening
opening process
product received
issue or defect clearly visible
shipping label or order details where possible

Claims made without a clear opening video may be rejected if the issue cannot be verified.

After verification, BLACKTAIL will support you with replacement, exchange, store credit, refund, or another suitable resolution as applicable.

4. Opening Video Requirement

For damaged, wrong, torn, missing, or defective product claims, a clear opening / unboxing video is required.

For size exchange, normal return, or change-of-mind return, BLACKTAIL may ask for product photos or videos before approving the request.

Please keep the product unused, unwashed, unworn, and in original packaging until your request is reviewed.

5. Return Shipping and Packaging Charges

For size exchange, change-of-mind return, or customer-side return requests, return shipping, reverse pickup, packaging, COD, or handling charges may apply.

These charges may be deducted from the refund or store credit, or collected separately before processing the request.

If the issue is due to a wrong, damaged, torn, missing, or defective product verified by BLACKTAIL, we will support the customer with a suitable resolution and may cover reverse pickup or replacement shipping where applicable.

6. Non-Eligible Products

The following products may not be eligible for return, exchange, or refund unless approved by BLACKTAIL after verification or required by law:

used products
worn products
washed products
altered products
products without original tags
products without original packaging
products damaged due to customer handling
customized or personalized products
products returned after the eligible return window
products purchased during final sale, clearance, or special discount events, unless mentioned otherwise

7. Limited-Edition Products

BLACKTAIL products are released in limited quantities. Because of this, replacement or exchange may not always be possible if the product or requested size is sold out.

If exchange stock is unavailable, BLACKTAIL may offer store credit, refund, replacement options, or another suitable resolution depending on the case.

8. Refunds

Refunds are processed only after the returned product is received and verified by BLACKTAIL.

Approved refunds may be issued to the original payment method, store credit, bank transfer, UPI, or another approved mode depending on the order type, payment method, and case.

Refund processing may take 3–7 working days after approval, depending on the payment method, payment gateway, bank, or operational process.

Shipping charges, COD charges, packaging charges, reverse pickup charges, or handling charges may be deducted where applicable.

9. Store Credit

In some approved cases, BLACKTAIL may issue store credit instead of a direct refund.

Store credit can be used for future purchases on BLACKTAIL and may take 2 working days to be issued after approval.

Store credit terms, validity, and usage conditions may be shared at the time of issue.

10. Cash on Delivery Orders

Cash on Delivery is available on eligible orders.

For COD orders, returns, exchanges, and refunds will be handled only after the returned product is received and verified by BLACKTAIL.

Any COD charges, reverse shipping charges, packaging charges, or handling charges may be deducted where applicable.

BLACKTAIL may request bank details, UPI details, or another suitable method for approved refund processing in COD cases.

11. Partial COD / Confirmation Amount

If BLACKTAIL collects any partial COD confirmation amount before dispatch, that amount may be non-refundable in cases such as:

customer refusal at delivery
failed delivery due to customer unavailability
incorrect or incomplete address provided by the customer
repeated failed delivery attempts
order cancellation after dispatch
misuse, fake order, or suspicious order behavior

If the issue is due to a verified mistake from BLACKTAIL’s side, BLACKTAIL will review the case and provide a fair resolution.

12. Cancellation Before Dispatch

Orders can be cancelled only before dispatch.

Once the order has been dispatched, cancellation is not possible. In such cases, the return or exchange process will apply after delivery, subject to eligibility.

For cancellation requests, customers must contact BLACKTAIL support as soon as possible.

13. Failed Delivery / RTO

If delivery fails due to incorrect address, unreachable customer, refusal to accept delivery, or repeated failed delivery attempts, the order may be marked as RTO.

RTO is not treated as a return request.

For re-shipping, additional shipping, COD, packaging, or handling charges may apply.

BLACKTAIL may attempt re-shipping at its discretion. Repeated failed deliveries or refused COD orders may result in COD being disabled for the customer in the future.

14. How to Raise a Return, Exchange, or Refund Request

To raise a return, exchange, refund, or claim request, contact BLACKTAIL support with:

order number
full name
registered phone number
reason for return/exchange/refund
product photos or videos
clear opening video, if the claim is for damaged, wrong, torn, missing, or defective item