Thirty days to
change your mind.

The 30-day window

You have 30 days from the delivery date to return an item. We accept returns for refund or exchange on unused products in their original packaging.

Start the return by emailing us with your order number, the item you want to return, and whether you would like a refund or an exchange. We will reply with a return authorisation and a prepaid label.

Condition of returned items

Because our products live on floors and in pet beds, we check every return by hand. To be accepted, an item must be:

• Unused and unwashed, with no pet hair, odour or stains
• In its original packaging, with tags and any inserts included
• Free of chewing, scratching or claw marks
• Packed securely so it arrives back in the same condition

Clothing may be tried on, but please keep it away from pets until you decide. Items that arrive used, covered in hair or damaged by a pet cannot be refunded and will be returned to you.

Hygiene and final-sale items

For the health of every pet in the studio, the following cannot be returned once opened or used:

• Used beds, cave beds and bolsters
• Opened or chewed toys, puzzle feeders and scratching products
• Grooming and hygiene products
• Gift cards and final-sale items

If one of these arrives damaged or faulty, contact us within 48 hours — that is covered separately below.

How to return an item

1. Email hello@tuvlex.shop with your order number, item and reason for return.
2. We reply within one business day with a return authorisation and a prepaid label.
3. Pack the item in its original packaging, affix the label and drop it at the carrier within 7 days.
4. Email us the tracking number so we can follow the parcel.
5. We inspect the return within 2 business days of arrival and email you the outcome.

Returns sent without an authorisation may be refused or delayed. Please do not send items to the studio address unless we have issued a label.

Return shipping

A prepaid return label costs $6.95, deducted from your refund. This covers the outbound shipping we already paid and the return leg.

Return shipping is free when the item is faulty, damaged, or not what you ordered. In those cases we also cover the cost of sending a replacement.

If you use your own carrier, we recommend tracked and insured service. We cannot refund a return that never reaches us.

Refunds

Approved refunds are issued to the original payment method within 5–10 business days of inspection. Your bank may take a further 2–5 business days to post the credit.

We refund the item price plus any tax charged. Original shipping charges are not refunded unless the return is due to a fault or our error. Discounts applied at checkout are not reissued as cash.

You will receive an email confirmation as soon as the refund is sent.

Exchanges

The quickest way to swap a size or colour is to place a new order and return the original item. We will waive the $6.95 return label fee on the first exchange and send the replacement with standard shipping at no cost.

If the item you want is out of stock, we can hold your exchange as a credit or refund the original order — whichever you prefer.

Faulty or damaged items

Email us within 48 hours of delivery with your order number and clear photos of the item and packaging. We will arrange a replacement or refund and cover all shipping costs.

Normal wear from an enthusiastic chewer is not a fault. If you are unsure, send us a photo and we will take a look.

Cancelling an order

Orders can be cancelled free of charge until they are packed. Email us within 2 hours of ordering, or before you receive the shipping confirmation.

Once a parcel has left the studio it cannot be cancelled; please use the return process above after delivery.

Still need help?

Email us with your order number and a photo if relevant. We answer Monday to Friday, 9:00 a.m. to 5:00 p.m. Pacific Time, usually within one business day.