TTLXRL Return & Refund Policy

Last updated: September 23, 2026

At TTLXRL, we want happy dogs and happy pet parents. If you are not completely satisfied with your purchase, you may return eligible unopened items within 30 days for a refund. No growls, no fuss.

30-Day Return Window

You may request a return within 30 days of delivery. To be eligible, the item must be unopened, unused, and in its original packaging with all seals intact.

Return Conditions

To qualify for a refund:

• The product must be unopened and unused.
• The product must be in its original packaging.
• All original seals must be intact.
• You must provide proof of purchase, such as your order number.
• The return must be authorized by our customer support team before shipping.

For the health and safety of all pets, and because opened products cannot be resold, opened or used products cannot be returned.

No Exchanges

We do not offer exchanges. If you would like a different product, please return the eligible unopened item for a refund and place a new order.

Return Shipping Costs

Return shipping costs depend on the reason for the return:

• If the return is due to our error, such as a wrong item or a quality issue, TTLXRL will cover the return shipping cost.
• If the return is due to personal reasons, such as ordering the wrong item or changing your mind, the customer is responsible for the return shipping cost.
• Opened products cannot be returned because they affect resale. If you have a quality issue, please contact us at ttlxrlus@outlook.com and we will help resolve it.
• If your package is lost or not delivered during transit, you may request a refund. We will verify the issue and process it accordingly.

How to Start a Return

To start a return, email us at ttlxrlus@outlook.com with:

• Your order number
• The item you wish to return
• The reason for your return
• Photos, if the item arrived damaged or incorrect

Our team will review your request and provide return instructions. Please do not send items back without authorization. Returns sent without approval may be refused.

Refunds

Once your return is received and inspected, we will notify you within 24 hours regarding approval or rejection of your refund. If approved, your refund will be processed within 48 hours to the original payment method. Please allow up to 48 hours for the refund to appear back on your original payment method.

Shipping costs are non-refundable unless the return is due to our error.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us at ttlxrlus@outlook.com within 48 hours of delivery with photos and your order number. If we shipped the wrong item, we will issue a full refund. If there is a quality issue, contact us and we will help resolve it. We do not offer exchanges.

Lost or Undelivered Packages

If your package is lost or not delivered during transit, you may request a refund. Please contact us at ttlxrlus@outlook.com with your order number, and we will verify the issue and process the refund.

Non-Returnable Items

The following items are not eligible for return:

• Opened or used products
• Products damaged after delivery
• Final sale items
• Gift cards
• Free gifts or promotional items
• Items returned without authorization

Contact Us

If you have any questions about our return policy, please contact us:

TTLXRL
Email: ttlxrlus@outlook.com
Phone: +852 6789 7888
Address: 57 Sha Tsui Road, Tsuen Wan, New Territories, Hong Kong SAR