Refund and Returns Policy

‌Effective Date: September 23, 2026‌

Welcome to the official Refund and Returns Policy of TNL DIGITAL PTY LTD, the trusted pet accessory retailer behind www.tnldigitalltd.com. This document clearly outlines all terms and conditions for returns, replacements, and order adjustments for all orders of our pet grooming tools, travel water bottles, interactive toys, and other pet-safe accessories. Our priority is to deliver high-quality, durable products that match the expectations of every pet parent in our 105,000+ happy customer community, and this policy is designed to ensure fair, transparent processes for both our customers and our business. If you have any questions about the terms outlined below, you can reach our support team at novac@tnldigitalltd.com, or call us directly at +61 8 9345 5511. Our registered business address is WA 6021, Western Australia, Australia.

Core Policy Principle: No “Refund-Only” Requests Are Permitted

To maintain fair operations for all parties and uphold our commitment to delivering physical, high-value pet products to every customer, ‌we strictly do not approve any pure, return-free only-refund requests under any normal circumstances‌. We are dedicated to ensuring you receive the exact practical, pet-safe product you ordered to make every moment with your furry friend joyful, and we will never issue a full or partial cash refund without the eligible physical product being returned to our designated warehouse, unless the rare exceptions listed in Section 7 of this policy are fully met. Any requests that demand a 100% or partial monetary refund without returning the delivered product, or any requests that attempt to claim a “refund only” on the grounds of partial dissatisfaction without returning the item, will be directly rejected by our support team. This rule is consistently applied across all product categories including our bestselling Tangle Teezer Brushes, Collapsible Silicone Dog Water Bottles, and deshedding grooming gloves to protect the fair shopping experience of every pet lover in our community.

1. General Return Eligibility Rules

To be qualified for a valid return application that can proceed to a subsequent exchange or refund after we receive the item, your request must meet all of the following requirements:

You must submit your return request within 30 calendar days from the date you successfully signed for your ordered product. Any request submitted after this 30-day window will not be accepted, unless the product is proven to have a hidden manufacturing defect that cannot be identified on first unpacking.
The returned product must be in its original, unused condition, with all original factory tags, packaging, accessories, and accompanying manuals intact. Products that show obvious signs of use, such as deep scratches on the grooming blade, bite marks on rubber pet toys, or water stains on travel water bottles, can no longer be accepted for return for hygiene and product safety reasons for subsequent customers.
Custom-made or personalized products that are specially engraved or modified per your exclusive order requirements are not eligible for return, unless the item has a manufacturing defect that deviates from your confirmed custom specification.
For hygiene and public health considerations, used grooming gloves that have come into contact with pet fur or skin are only eligible for return if they have unrepairable manufacturing defects that are not visible on the surface of the brand new item.

2. Approved Return Processing Workflow

Since we do not support only-refund requests, all valid return applications follow this standard process:

‌Submit your application first‌: Contact our customer support team with your order number, clear photos of the product, and a short description of the reason for your return. Our team will review your submission within 2 business days, and send you an official approved return authorization and designated warehouse shipping address if your request meets the eligibility rules. Unauthorized returns sent to our office without prior approval will not be processed.
‌Ship the product back‌: Pack the item securely with its original packaging, and send it back to the address we provide. You will be responsible for covering the return shipping cost unless the return is caused by our confirmed mistake, such as us shipping the wrong product or a defective item. We strongly recommend you use a trackable shipping service, as we cannot be responsible for products lost in transit on the way back to our warehouse.
‌Warehouse inspection‌: Once we receive your returned package, our quality control team will perform a full inspection of the item to confirm it meets all return eligibility criteria. This inspection process usually takes 3 to 5 business days after the delivery of the returned product.
‌Your requested resolution execution‌: After the inspection passes, you can choose one of our two supported resolution options, since only-refund with no product return is never permitted:
- Exchange the item for a brand new identical unit, or swap it for another eligible product of equal or higher value (you will only need to pay the price difference for higher value items)
- Receive a full or partial refund back to your original payment method, which will be processed within 7 to 10 business days, depending on the processing speed of your payment service provider.

3. Special Non-Returnable Item Categories

The following categories of products are permanently non-returnable for hygiene, product safety, or custom order reasons, and no return or refund request for these items will be accepted after delivery:

Disposable pet care accessories that have been opened after delivery
Custom engraved or personalized products that you requested to be modified with exclusive text or patterns
Final clearance sale products clearly marked as “non-returnable” on their product detail page on www.tnldigitalltd.com
Pet food and treat items for public health and safety reasons, even if unopened.

4. Damaged or Wrong Item Delivery Handling

If you receive a product that was damaged during shipping, or if we accidentally shipped the wrong item that does not match what you ordered, you are still required to send the incorrect or damaged product back to us first before any exchange or refund can be arranged, in line with our no only-refund rule. After you submit clear photos of the damaged or incorrect item within 48 hours of delivery, we will cover 100% of the cost of your return shipping, and once we receive the returned item, we will promptly send you the correct replacement product you originally ordered, or process your full refund with no extra fees charged. We will never approve a request that asks for a refund while you keep the wrong or damaged product you received.

5. Exceptions for Extremely Rare Refund-Only Approval

Our strict no only-refund rule will only be waived in extremely rare scenarios that are completely unforeseen and outside of normal business operations, including:

We confirm that your ordered product is permanently out of stock and discontinued, and we are unable to arrange any replacement or exchange for you after you have already waited more than 30 days for restock, and returning the low-value item to our warehouse would create unreasonable extra cost that far exceeds the product’s retail price
The international shipping service you used to return the product repeatedly rejects the package for safety reasons that are completely out of your control, and you provide official proof of this rejection from the courier company.
These exceptions will be reviewed on a case-by-case basis, and we will never arbitrarily approve any only-refund request that does not meet these strict conditions. All exception decisions are made at the full discretion of TNL DIGITAL PTY LTD.

6. Contact For Policy Inquiries

If you have any questions, concerns, or need help submitting a return request, do not hesitate to reach out to our support team. You can email us at novac@tnldigitalltd.com, or call our team at +61 8 9345 5511 during our business hours. We are always committed to delivering the friendly, reliable customer service that every pet parent in our community deserves, while maintaining the fair operation rules that ensure all customers can receive high-quality, affordable pet accessories from our store.