Return & Refund Policy
Last updated: 17 May 2026
This policy explains when you may return an item purchased from our website, how to request a return, the condition required for returned items and how approved refunds are processed.
TangleTug is operated by KUNG KAI HONG COMPANY LIMITED, G/F ON WING BLDG, 59 BONHAM STRAND EAST, SHEUNG WAN, HONG KONG SAR.
Return period
You have 30 days from the date your order is delivered to contact us and request a return.
Email service@tangletug.com within this period and include your order number, the item you wish to return and the reason for the return. We will review your request and provide the applicable return instructions and return address.
Please do not send an item back before receiving our confirmation. Items sent without prior authorisation may be delayed, refused or ineligible for a refund if we cannot identify the order or verify the return.
Condition of returned items
To qualify for a change-of-mind return, a product must be:
- Unused and not given to, carried by, chewed by or played with by a pet
- Unwashed, unaltered and free from cleaning products
- Free from bite marks, tooth marks, scratches, tears, pulled threads, fraying or other signs of use
- Free from pet hair, saliva, dirt, stains, odours, smoke and other contamination
- Returned with all original labels, packaging and protective materials where reasonably possible
- Complete with every component supplied as part of the product or set
- In a condition suitable for inspection and resale
For hygiene and animal-safety reasons, please keep the product away from pets until you are certain that you wish to keep it. A product that has been placed in a pet’s mouth or used during play is not eligible for a change-of-mind return.
These change-of-mind conditions do not prevent you from contacting us about a product that is faulty, damaged, incorrectly supplied or not as described.
Return authorisation and address
All returns must be authorised before they are sent. The return address may differ from our registered business address and may depend on the product or the location from which your order was dispatched.
Do not send returns to our registered business address unless our customer service team has specifically provided that address in writing.
After approving a return request, we will provide the correct return address and any packaging or shipping instructions that apply.
Return shipping costs
Change-of-mind returns
The customer is responsible for return shipping costs when returning an item because of a change of mind, an unsuitable product choice, an unwanted colour, an incorrect quantity selected by the customer or another reason unrelated to a product fault or fulfilment error.
Original shipping charges are not refundable for change-of-mind returns, except where required by applicable consumer law.
We recommend using a tracked return service and keeping the shipping receipt until the return has been completed. TangleTug is not responsible for a return parcel that is lost or damaged before it reaches the confirmed return address.
Damaged, faulty or incorrect items
If an item arrives damaged, faulty, materially different from its description or different from the item ordered, TangleTug will cover the reasonable cost of the approved return where a return is required.
Where appropriate, we will also refund the original standard outbound shipping charge associated with the affected item.
Do not pay for return shipping before receiving our instructions, as we may not be able to reimburse an unauthorised or unnecessarily expensive shipping service.
Damaged, faulty or incorrect items
Please inspect your order shortly after delivery and before giving a toy to your dog.
If an item is damaged, faulty or incorrect, contact service@tangletug.com within 14 days of delivery and provide:
- Your order number
- The full name of the affected product
- A description of the problem
- Clear photographs showing the complete product and the affected area
- A photograph of the shipping label
- Photographs of the outer packaging if it was also damaged
Keep the product and its packaging until we have reviewed the claim and provided instructions.
Once the issue has been verified, we will offer an appropriate remedy, which may include a replacement or refund. A replacement is subject to product availability.
Problems discovered during use
No dog toy is indestructible. Damage caused by ordinary chewing, prolonged use, inappropriate use, use by a dog for whom the toy is unsuitable, unsupervised play or continued use after damage became visible is not normally considered a manufacturing fault.
However, if you believe a product developed a fault during reasonable use, stop using it immediately and contact service@tangletug.com. Include your order number, photographs, how the product was being used, approximately how long it had been used and the approximate size and chewing strength of the dog.
Do not continue using a product that is torn, split, frayed, shedding material, exposing filling or developing loose parts. Keep damaged products away from pets and children while we review the information.
Items that cannot be returned
Unless the product is faulty or applicable law requires otherwise, we cannot accept returns of:
- Products that have been used by, placed in the mouth of or played with by a pet
- Products that have been washed, cleaned, altered, repaired or damaged after delivery
- Products showing bite marks, saliva, pet hair, dirt, stains, odours, fraying, pulled fibres or other signs of use
- Products returned after the applicable return period
- Personalised, customised or made-to-order products where this restriction was disclosed before purchase
- Gift cards
- Products identified as final sale or non-returnable before purchase, except where the product is faulty or applicable law requires otherwise
- Incomplete sets, opened multi-item packs with missing items, or products missing components supplied with them
Please contact us before returning an item if you are uncertain whether it is eligible.
Multiple-item and quantity packs
Some TangleTug products may be sold in multi-item or quantity packs. For a change-of-mind return, the complete pack must normally be returned unused. Individual products from a pack cannot normally be returned separately unless an individual item is faulty or we agree otherwise in writing.
Exchanges
We do not process direct exchanges.
If you require another product, colour or quantity, request a return for the original eligible item and place a new order. A new order is subject to current pricing and availability, and we cannot reserve a product while a return is in transit.
Return inspection
After a return is delivered to the confirmed return address, we will inspect it and notify you of the outcome, normally within 3 business days.
If we require additional information to identify the return or assess its condition, processing may take longer.
How refunds are issued
If the return is approved, the refund will be issued to the original payment method. We do not normally issue refunds to a different card, account or payment method.
Approved refunds are normally submitted within 5–10 business days after inspection. Your bank, card issuer or payment provider may require additional time to display the refund in your account.
If more than 15 business days have passed since we confirmed that a refund was issued, contact service@tangletug.com with your order number.
Partial refunds and deductions
Where permitted by law, we may reduce a refund to reflect:
- Loss in value caused by handling or use beyond what is reasonably necessary to inspect the product
- Missing products, accessories, components or packaging
- Damage occurring because the item was not packaged securely for return
- Return shipping or carrier charges that are the customer’s responsibility
- Customs, handling or return-to-sender charges resulting from a refused international delivery
We will notify you if a deduction applies and explain the reason.
Original shipping charges
Original shipping charges are not refunded for change-of-mind returns unless required by applicable law.
If an entire order is verified as faulty, damaged or incorrectly supplied, we will refund the applicable standard outbound shipping charge. Additional charges for an expedited service may not be refundable beyond the cost of standard delivery, unless required by law.
Cancelling an order
If you wish to cancel an order, contact service@tangletug.com as soon as possible and include your order number.
If the order has not entered processing or been dispatched, we will try to cancel it and issue a refund. Cancellation cannot be guaranteed after an order has been submitted.
Once a parcel has been dispatched, it must normally be handled under the return procedure described in this policy.
Refused and unclaimed parcels
If a parcel is refused, remains unclaimed or is returned because the customer did not pay an applicable customs charge, any refund will be considered after the parcel has been received and inspected.
Where permitted by law, original shipping charges, return shipping charges, customs fees and carrier handling costs may be deducted from the refund.
Refunds for promotional purchases
If a discount was applied to an order, any refund will be based on the amount actually paid for the returned product.
If returning a product means that the remaining order no longer qualifies for a multi-item promotion or order-level discount, the refund may be recalculated to reflect the terms of that promotion, where permitted by law.
Statutory rights
Nothing in this policy excludes or limits any mandatory right available to you under applicable consumer protection law, including rights relating to goods that are faulty, damaged or not as described.
If the consumer law applicable to your purchase provides a longer cancellation period, return period or additional remedy, the applicable statutory requirement will take precedence over the corresponding provision in this policy.
Return Address
Store /Brand:TangleTug
Operated By:KUNG KAI HONG COMPANY LIMITED
G/F ON WING BLDG 59 BONHAM STRAND EAST SHEUNG WAN HK
Contact
Return and refund enquiries are handled using the following contact details:
Email: service@tangletug.com Telephone: (852) 2544 1503
Store / Brand: TangleTug
Operated by: KUNG KAI HONG COMPANY LIMITED
Registered business address: G/F ON WING BLDG 59 BONHAM STRAND EAST SHEUNG WAN HONG KONG SAR