Refund policy

Returns & Refunds Policy

Thank you for shopping with [Tinkie Winkies Pet Shinkies]. We appreciate your support of our small business.
Because we are a growing online pet store with limited resources, please read our Returns & Refunds Policy carefully.

1. General Policy

We accept returns or refunds only in specific situations outlined below.
Many of our items are pet-related and cannot be resold once opened for hygiene and safety reasons.

2. Eligibility for Returns

A return or refund may be approved if:

(a) You received the wrong item

If we accidentally send the incorrect product, we will replace it or refund you.

(b) The item arrived damaged or defective

To qualify, you must send us clear photos or videos within 48 hours of delivery showing:

  • The damaged product

  • The outer packaging

  • The courier bag/box

(c) The item never arrived

If a parcel is confirmed lost by the courier after an investigation, we will refund or replace your order.

3. Non-Returnable / Non-Refundable Items

For safety, hygiene, and supplier policies, we do not accept returns for:

  • Pet bowls, collars, harnesses, leashes

  • Pet toys

  • Pet beds

  • Pet grooming tools

  • Litter products

  • Pet clothing

  • Any item that has been used, opened, or damaged after delivery

  • Any product purchased on sale or clearance

  • Items damaged due to misuse or lack of supervision

Once opened or used by a pet, the product cannot be returned for hygiene reasons.

4. Time Frame for Claims

You must report any issue within:

  • 48 hours for damaged items

  • 7 days for missing parcels

  • 24 hours for receiving the wrong item

Claims after these time frames may not qualify due to courier investigation limits.

5. Refund Method

If approved, refunds are issued as:

  • Store credit, or

  • Refund to original payment method (where possible)

Store credit is often faster and can be used immediately on any product.

6. Return Shipping Costs

If a return is approved and required, the customer is responsible for return shipping fees unless the error was on our side.

We do not reimburse courier fees for any return unless we sent the wrong item.

7. Exchanges

Exchanges are only accepted if:

  • We sent the wrong item, OR

  • The item arrived damaged

Exchanges for size, colour, or preference are not offered at this stage of our business.

8. Cancellations

Orders can only be cancelled before the item is shipped.
Once your order has been processed and handed to the courier, cancellations are no longer possible.

9. How to Start a Return or Claim

Email us at [tinkiewinkiespetshinkies@gmail.com] with:

  • Your full name

  • Order number

  • Photos/videos of the problem

  • Explanation of the issue

We will respond within 24–72 hours.

10. Final Decision

All refund and return decisions are made at the discretion of [Tinkie Winkies Pet Shinkies], based on evidence, courier investigations, and product conditions.

Our goal is to be fair, transparent, and reasonable while also protecting our small business.