Refund policy

At Tiny Tugz™, we carefully select high-quality, safe, and thoughtfully designed products for families. If something isn't right with your order, we will always handle it fairly, transparently, and in line with this policy and applicable EU consumer law.

 

Return Eligibility

We accept returns within 14 days of the date you receive your order, in line with EU consumer withdrawal rights.

To be eligible for a return, items must meet all of the following conditions:

  • Unused, unworn, and unwashed
  • Undamaged and free from odours, stains, or pet hair
  • Returned with all original labels, components, and packaging intact
  • Returned within 14 days of delivery

Items that do not meet these conditions may be refused or refunded at a reduced value, in accordance with EU law.

 

How to Start a Return

To initiate a return, email us at hello@tinytugz.com with the following:

  • Your order number
  • The item(s) you wish to return
  • The reason for your return
  • Photos if the item arrived damaged, defective, or incorrect

We will respond within 1–3 business days with your return instructions and return address. Please do not send items back without first receiving authorisation and a return address from us, as products ship from different supplier locations and returns sent to the wrong address cannot be processed.

 

Return Shipping Costs

We cover 100% of return or collection shipping costs when:

  • The item arrived damaged or defective
  • The wrong item was sent
  • The item is missing parts or components

In these cases, we will refund the full purchase price including your original outbound shipping cost.

If you are returning an item due to a change of mind, incorrect size ordered, or any reason not caused by Tiny Tugz™, the return shipping cost is the responsibility of the customer. We strongly recommend using a tracked and insured service. Tiny Tugz™ cannot be held responsible for returns that are lost or damaged in transit.

 

Refunds

Once your return has been received and inspected, refunds are processed within 5–10 business days and issued to your original payment method.

For damaged, defective, or incorrect items: a full refund of the product price and original outbound shipping cost will be issued.

For change-of-mind returns: the full product price will be refunded. Your original outbound shipping cost will be refunded in accordance with EU consumer law.

If returned items show signs of handling beyond what is reasonably necessary to assess the product, Tiny Tugz™ reserves the right to deduct an amount reflecting the diminished value of the product, in accordance with EU law.

 

Exchanges

We do not process direct exchanges. If you would like a different size, colour, or product, simply return your original item for a full refund and place a new order. This ensures the fastest resolution for you.

If your item arrived damaged or incorrect, we will of course arrange a replacement or full refund — whichever you prefer.

 

Legal Notice

This policy complies with Dutch and European Union consumer protection laws, including the EU Consumer Rights Directive. Your statutory consumer rights remain unaffected by this policy. Tiny Tugz™ reserves the right to update this policy at any time. The current version will always be available at tinytugz.com/policies/refund-policy.