Refund Policy
Every order is a one-of-a-kind creation made just for you — so instead of refunds, we give you everything you need to make it perfect.
Last updated: July 12, 2026
All Purchases Are Final
Every Tails product is created uniquely for you from the photos you upload. 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
As custom-made, clearly personalized products, our orders are exempt from the standard 14-day withdrawal right (EU Consumer Rights Directive 2011/83/EU, Art. 16(c) and 16(m)). Your non-waivable statutory rights remain unaffected.
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.
If an unresolvable technical failure on our side prevents you from receiving or editing your order, we'll regenerate it or issue a full refund — this is the only case in which a digital order is refunded.
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.
- 1Open your order page — the link is in your confirmation email.
- 2Whenever a refund is available for your order, the option appears right on the page — for example while a deck is still waiting for your go-ahead, or while a printed order hasn't been confirmed for printing.
- 3Your refund is scheduled and processed automatically after 5 business days. You can cancel it and keep your order at any point before then.
- 4The refund goes back to your original payment method, in the original currency.
Where
Your order page
Processing
5 business days
Refund Method
Original payment method
Good to Know
Gift Orders
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.
Need Help?
Questions about this policy, or is something on your order page not working the way it should? We're here to help.