Refund policy

Your right to cancellation (Refund Policy)

You have the right to cancel your order and receive a full refund within 14 days of receiving it. 

To do this, please complete our reach out by emailing returns@tug-e-nuff.com within the 14‑day window and return your item in an unused, re‑sellable condition. You’ll need to cover the cost of sending the item back to us. We also strongly recommend you obtain proof of postage as returned items lost in the post can not be processed. 

If you return an item bought as part of a bundle, used a discount code, or if your order no longer qualifies for a discount once the item is removed, your refund will be issued on a pro‑rata basis to reflect the price you actually paid.

To start a return for a refund within 14 days of receiving it, please email returns@tug-e-nuff.com

If you are looking to exchange or return an item after 14 days see our Tug It & Love It Guarantee.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as treats), custom products (such as special orders or personalised items),

Unfortunately, we cannot accept returns on gift cards.

Think your toy might be faulty? 

Please check your order as soon as it arrives and let us know right away if anything looks damaged. We make all our toys with care, skill and high‑quality materials, and faults are rare — but they can happen.

However, the following are not considered faults:

  • Frayed handles (usually this is caused by a dog biting the handle rather than the bite area - something we advise against)

  • Holes in hide (typically, this is caused by chewing/unsupervised use, which we also advise against)

  • Small amounts of fur coming away (some shedding is normal on the first couple of plays. This is to be expected and will not affect your dog’s enjoyment of the toy or the results you will get)

  • Damage resulting from normal wear and tear, chewing, or misuse.

If you believe your item has developed a genuine fault, please get in touch by emailing hello@tug-e-nuff.co.uk with a photo clearly showing the issue. You’ll be asked for a few details, photos, and your order number (or proof of purchase). Once we have that, we’ll review everything and get back to you.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method (or store credit if applicable) within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@tug-e-nuff.com

 

EU Customers — Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason.

How to exercise your right of withdrawal To exercise this right, you must inform us of your decision before the 14-day period expires. You can do this by initiating a return through our online store, or by contacting us at hello@tug-e-nuff.co.uk.

Returning your items Once you have notified us, you must return the items without undue delay and no later than 14 days after notifying us. You are responsible for the cost of return shipping. 

Refunds We will refund all payments received from you, including standard delivery costs, within 14 days of receiving the returned items or proof that you have sent them back (whichever is earlier). Refunds will be issued using the same payment method as your original purchase.

Exceptions The right of withdrawal does not apply to:

  • Personalised or custom-made items
  • Food / Treats

 

Updated June 20th 2026.