Every Tails order is a one-of-a-kind creation, generated just for you from the photos you upload. Because of that, all purchases are final — and instead of refunds, we give you generous free editing tools to make your order perfect. This article explains how that works, the one exception (printed decks before print confirmation), and how refund requests work when one is available.

All purchases are final

Once your order has been generated, it exists for you alone — it cannot be taken back, restocked, or resold to anyone else. For that reason, all purchases are final and digital orders are non-refundable.

• Each creation is generated from your own photos — no two are alike.

• Creation only starts after your explicit go-ahead on your order page.

• A personalized product cannot be returned to stock or resold.

• Digital orders are delivered instantly and cannot be taken back.

Instead of refunds: free edits

If a card isn't right, you don't need a refund — you can change it. Every order comes with generous editing built in:

• Free edits with every paid tier. Every paid deck tier includes its own allowance of free edits in the built-in card editor — regenerate any card until it looks just right.

• 20 free relaxed-pace edits, every day. On top of your tier allowance, everyone gets 20 free lower-priority edits each day — they generate a little slower, and the allowance refreshes daily.

• Defect fixes are always free. Genuine rendering defects — anatomy glitches, visual artifacts, a wrong face — never use your edit allowance, within a generous per-card fair-use cap.

• Need even more? Extra edit packs are available anytime, and Collector's Edition orders include unlimited edits.

The only case a digital order is refunded: if an unresolvable technical failure on our side prevents you from receiving or editing your order — persistent processing errors, corrupted files, or system failures our team can't fix — we'll regenerate your order or issue a full refund.

The one exception: printed decks

Printed deck orders are refundable before they are confirmed for printing. Until you approve your deck for print, you can switch your order to the digital edition right from your order page — we refund the difference between the printed and the digital price, and the complete digital deck stays yours. Once you confirm printing, production starts immediately and the printed part of your order becomes final as well.

Damaged or defective prints. We stand behind everything we print and ship. If a printed item arrives damaged, defective, or with print-quality issues, we'll replace it free of charge or refund it. Please report damage or print-quality issues within 7 days of delivery, with photos of the issue.

How to request a refund

All refund requests are made directly on your order page — the link is in your confirmation email. No support tickets, no waiting on replies.

• 1. Open your order page — the link is in your confirmation email.

• 2. Use the refund option on the page. Whenever a refund is available for your order, it appears right there — for example while a deck is still waiting for your go-ahead, or while a printed order hasn't been confirmed for printing.

• 3. Your refund is scheduled and processed automatically after 5 business days. You can cancel it and keep your order at any point before then.

• 4. The money returns to your original payment method, in the original currency.

EU right of withdrawal (personalized products)

If you're shopping from the European Union, you normally have a 14-day "right of withdrawal" (cooling-off period) that lets you cancel an online purchase for any reason. This right does not apply to Tails AI orders, because every deck and poster is uniquely created from the photos and details you provide — making it a custom-made, clearly personalized product.

EU consumer law specifically excludes goods that are made to your specifications or clearly personalized from the right of withdrawal. Your order is created for you and your pet alone and can't be resold to anyone else, so it falls squarely within this exception.

For digital downloads, the right of withdrawal also ends once you expressly consent to the immediate creation and delivery of your digital content — something you confirm on your order page before your cards are created.

This doesn't limit your other rights. The technical-failure exception and the printed quality guarantee (described above) still apply in full, and so do your statutory rights if an item arrives faulty, damaged, or not as described. The withdrawal exception only removes the no-reason cooling-off return — it never affects your protection against defective products.

Legal basis

• European Union — Consumer Rights Directive 2011/83/EU, Article 16(c): "the supply of goods made to the consumer's specifications or clearly personalised." (Article 16(m) similarly covers digital content once supply has begun with the consumer's consent.) → eur-lex.europa.eu

• France — Code de la consommation, Article L221-28, 3°: "biens confectionnés selon les spécifications du consommateur ou nettement personnalisés." → legifrance.gouv.fr

• Germany — Bürgerliches Gesetzbuch (BGB), § 312g Abs. 2 Nr. 1: goods "die eindeutig auf die persönlichen Bedürfnisse des Verbrauchers zugeschnitten sind." → gesetze-im-internet.de

Good to know

• Gift orders follow the same policy. The person who placed the order manages any refund request from their order page.

• Chargebacks: before initiating a chargeback with your bank, please check your order page or contact our support team — almost everything is resolved faster that way.

• Your statutory rights: nothing in this policy limits non-waivable statutory rights that apply in your country of residence, including remedies for defective or non-conforming goods.

Questions? Email support@tails-ai.com — we're here to help.