Refund policy
Return Policy
We offer a 30-day return window from the date your order is delivered.
To be eligible for a return, items must be unused, undamaged, and in their original packaging.
For hygiene and pet-safety reasons, used pet products cannot be returned.
Proof of purchase is required.
To start a return, please email us at support@twinklepaw.shop.
Items sent back without prior approval will not be accepted.
Return Outcomes
Approved returns are processed as store credit.
This allows us to keep prices fair while maintaining fast production, quality control, and pet-safe handling standards.
Partial Refunds (Limited Circumstances)
In certain situations where a standard return or exchange cannot be completed, we may offer a partial refund as a courtesy.
This may apply when:
- The item is out of stock or discontinued
- The product was purchased during a promotional or limited-time sale
- Return shipping is not feasible due to inventory or processing limitations
Partial refunds are not guaranteed and are assessed on a case-by-case basis to ensure fairness for both customers and our fulfillment process.
Return Shipping
Return shipping costs are the responsibility of the customer.
Sale, Promotional & Limited-Time Items
Items purchased during limited-time sales, flash sales, clearance events, or special promotions are final sale and not eligible for returns or refunds.
Where applicable, and at our discretion, we may offer:
- Store credit
- Replacement (subject to availability)
Exchanges
We do not process automatic exchanges.
If you need a different item:
- Request a return for store credit
- Place a new order using the credit once approved
This helps us process requests faster and avoid delays caused by inventory changes.
Proof of Delivery
Once tracking confirms delivery to the address provided at checkout, the order is considered fulfilled.
Lost or stolen packages after confirmed delivery must be handled directly with the courier.
EU Consumer Rights (14-Day Cooling-Off Period)
Orders delivered to EU countries qualify for a 14-day withdrawal period.
Items must be unused, unopened, and in original condition due to pet hygiene and safety regulations.
Refunds may be issued as store credit, unless the item is defective, in accordance with EU consumer law and promotional terms.
Processing Time
Once your return is received and inspected, store credit or replacements are issued within 5–10 business days.
If more than 15 business days have passed, please contact us at support@twinklepaw.shop.