Refund policy
Return & Refund Policy
Last updated: April 2026
We want you to feel confident in your purchase. If something isn’t right, we’re here to help.
Returns
We offer a 90-day return policy, which means you have 90 days from the date you receive your item to request a return.
Eligibility for Returns
To be eligible for a return:
The item must be in the same condition as received
Unused and free of damage
Returned in its original packaging, including all accessories
Accompanied by a receipt or proof of purchase
Returns that do not meet these conditions may not be accepted.
Return Shipping
Customers are responsible for the cost of return shipping unless the product is confirmed to be defective.
Refunds are processed once the returned item has been received and inspected at our warehouse.
Return Address
Mainstraße 1, Sainor Logistik GmbH
45478 Mülheim an der Ruhr
Nordrhein-Westfalen
Germany
How to Start a Return
To initiate a return, please contact us at:
Email: info@tidypup.co
Once your return request is approved, we will provide instructions on how and where to send your package.
Important:
Items sent back without prior return authorization will not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your item is:
Defective
Damaged
Incorrect or missing
Contact us as soon as possible at info@tidypup.co and include photos or videos if applicable.
We will evaluate the issue and resolve it with a replacement or refund where appropriate.
Non-Returnable Items
The following items are not eligible for return:
Perishable goods (e.g. food, flowers, plants)
Custom or personalized products
Personal care or hygiene products
Hazardous materials or flammable goods
Sale or clearance items
Gift cards
If you are unsure whether your item qualifies, please contact us before initiating a return.
Exchanges
We do not offer direct exchanges.
To receive a replacement item:
Return the original item
Place a new order once your return is approved
European Union 14-Day Cooling-Off Period
If your order is shipped to an address within the European Union, you have the legal right to cancel or return your order within 14 days without providing a reason.
Conditions:
Items must be unused and in original condition
Packaging must be intact
Proof of purchase is required
This right is provided in addition to our standard return policy.
Refunds
Once we receive and inspect your return, we will notify you of the outcome.
Approved refunds:
Issued to the original payment method
Processed within 10 business days after approval
Please note that your bank or payment provider may take additional time to complete the transaction.
If more than 15 business days have passed since your refund was approved, please contact us.
Contact Us
For any questions regarding returns, refunds, or your order:
Email: info@tidypup.co
We aim to provide a fair, transparent, and hassle-free return experience.