RETURNS & REFUNDS POLICY

Last Updated: September 8, 2026

This policy applies to pet products sold by GetTinyPets through Theinfiny.com, including our dog drying bag.

Our voluntary return policy and commercial warranty are additional benefits. They do not limit any mandatory cancellation rights, legal guarantees, or remedies available under applicable consumer law.

RETURN REQUESTS

To request a return, contact contact.tinypets@use.startmail.com with your order number or other proof of purchase.

For returns under our voluntary 60-day policy, please obtain return authorization before sending an item back. Once your return is approved, we will email you the designated return address and instructions.

For statutory cancellations, withdrawals, or returns required by consumer law, we will provide the applicable return address promptly after receiving your notice. We will not make those instructions conditional on approval of your statutory right. Please do not assume that the sender address printed on your parcel is a return address.

For statutory cancellation or withdrawal, a clear statement of your decision sent within the applicable deadline is sufficient. You do not need our approval or an authorization number to exercise that right.

RETURN WINDOWS

Worldwide voluntary 60-day returns

We offer a voluntary 60-day return window for customers worldwide.

Please notify us of your return request within 60 calendar days of delivery. Carrier tracking will normally be used to establish the delivery date. If that record does not reflect when you actually received the goods, contact us.

This voluntary policy is subject to the eligibility conditions below.

European Union and United Kingdom consumers

For eligible online purchases, EU and UK consumers have a statutory 14-day right to cancel or withdraw without giving a reason.

The period ends 14 days after the day you, or a person you designate other than the carrier, receive the goods. For goods ordered together and delivered separately, it ends 14 days after receipt of the last item.

To exercise this right, notify us before the period expires by email at contact.tinypets@use.startmail.com, or through any other legally permitted means of giving a clear statement of cancellation.

You may use the optional cancellation form at the end of this policy, but it is not required. We will acknowledge your cancellation notice by email without undue delay. Your right to cancel does not depend on receiving our acknowledgement or return instructions before the cancellation deadline.

Send the goods back without undue delay and no later than 14 days after notifying us of your decision, unless we have agreed to collect them.

ELIGIBILITY FOR VOLUNTARY 60-DAY RETURNS

For a return under our voluntary policy, the item must:

• Be unused, unwashed, undamaged, and untampered with.

• Remain in its original unopened packaging, with any original seals intact.

• Include all original accessories and components supplied with it.

• Be accompanied by an order number or other proof of purchase.

The dog drying bag must not have been used to dry a pet or tested on an animal. Products showing pet hair, animal odors, saliva, urine, other contamination, or signs of washing or use do not qualify for a voluntary change-of-mind return.

These conditions apply to the voluntary 60-day policy. They do not override statutory cancellation rights or rights relating to faulty, damaged, or incorrectly supplied goods.

PET PRODUCTS AND STATUTORY RETURNS

Opening the packaging of the dog drying bag does not, by itself, remove an EU or UK consumer's statutory right to cancel.

You may inspect the product as you reasonably would in a shop to establish its nature, characteristics, and functioning.

Using the bag to dry a dog may go beyond necessary inspection. Where permitted by law, we may deduct the actual reduction in value caused by handling beyond what is necessary. We will explain any deduction.

We do not automatically treat all pet products as non-returnable hygiene products. Any statutory hygiene exception will apply only where its legal conditions are met and the relevant exclusion has been disclosed before purchase.

ITEMS EXCLUDED FROM VOLUNTARY RETURNS

Our voluntary 60-day change-of-mind policy does not cover:

• Opened, used, washed, or pet-tested products.

• Products with pet hair, odors, stains, or other contamination.

• Products damaged by misuse, unauthorized alteration, or improper handling.

• Incomplete items or items without their original packaging and supplied accessories.

• Gift cards, if offered.

These exclusions do not remove mandatory consumer rights. Optional delivery-protection fees are addressed separately below.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order when it arrives.

If an item arrives damaged, defective, or incorrect, please contact us as soon as possible, preferably within 48 hours. Include your order details, a description of the issue, and clear photos or video where reasonably available.

If we request further evidence, please respond within 5 days where possible. If you need more time or cannot provide the requested evidence, contact us so we can arrange a reasonable alternative.

The 48-hour and 5-day periods are requests to help us investigate promptly. Missing them does not automatically invalidate a claim or remove your statutory rights.

Using a product does not, by itself, disqualify a claim for a defect. Damage caused by misuse is assessed separately from a manufacturing defect or other lack of conformity.

We will provide the repair, replacement, price reduction, or refund required by applicable law. Where the law gives you a choice of remedy, that choice will be respected.

LIMITED COMMERCIAL WARRANTY

GetTinyPets products are covered by a 60-day limited commercial warranty against manufacturing defects, starting on delivery. This warranty applies in all countries to which we sell the covered products.

The warranty does not cover damage caused by:

• Normal wear and tear.

• Accidental damage, chewing, or punctures unrelated to a manufacturing defect.

• Use or cleaning contrary to the instructions supplied with the product.

• Unauthorized modifications or repairs.

To make a claim, contact contact.tinypets@use.startmail.com with your order details and a description of the defect. The seller identified under CONTACT provides this commercial warranty.

Verified claims under this additional warranty may result in a replacement or refund, at our discretion where permitted by law.

This 60-day warranty does not shorten any legal guarantee or statutory claim period. EU consumers generally benefit from a minimum two-year legal guarantee for non-conforming goods, with longer protection where national law provides it. UK consumers also retain their statutory rights relating to goods that are faulty, unfit for purpose, or not as described.

RETURN SHIPPING

For change-of-mind returns, ordering errors, or products no longer wanted, the customer pays the direct return shipping cost, provided this responsibility was disclosed before purchase and applicable law permits it.

Returns are sent to the designated return address provided by our support team under RETURN REQUESTS. Depending on your location, international postage may be required. Any legally required information about return costs and the return destination will be provided before purchase.

We cover necessary return or replacement shipping costs for verified manufacturing defects, transit damage, or incorrect items supplied by us, and whenever applicable law requires us to do so. Contact us for shipping arrangements.

Package the item securely and retain proof of posting. We recommend a tracked service.

For voluntary change-of-mind returns, original delivery charges are non-refundable unless applicable law requires otherwise.

For an EU or UK statutory cancellation of the whole order, we refund the standard outbound delivery charge required by law. Any additional amount paid for express or premium delivery above our least expensive standard option is not refundable. If standard delivery was free, there is no paid standard delivery charge to refund.

OPTIONAL SHIPPING OR PACKAGE PROTECTION

If optional Shipping Protection, Package Protection, or another delivery-protection service is offered, its coverage, price, and terms will be disclosed before purchase.

For a voluntary change-of-mind return after the protection service has been fully provided, its fee is non-refundable only where this was disclosed before purchase and applicable law permits it.

Statutory cancellation and refund rules take priority, including rules applying to associated services or ancillary contracts. We will not refuse a legally required refund solely because the order has been processed or shipped.

Buying optional protection is not a condition for exercising your statutory rights relating to non-delivery, transit damage, or other failures for which we are legally responsible.

REFUNDS

Approved refunds are issued to the original payment method unless you expressly agree otherwise. We do not charge a refund processing fee.

For voluntary returns, we will inspect the returned item and notify you of the outcome. If approved, we will process the refund without undue delay.

For EU statutory withdrawals, we reimburse payments without undue delay and within 14 days of being informed of your decision. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them back or you provide evidence of having sent them back, whichever occurs first.

For UK statutory cancellations where we have not offered collection, refunds are issued without undue delay and no later than 14 days after we receive the goods or evidence that they have been sent back, whichever occurs first. If we have offered collection, the applicable deadline is 14 days after notification of cancellation.

Refunds for faulty goods follow the applicable legal deadlines.

Any deduction for diminished value must be legally permitted and reflect handling beyond necessary inspection. Opening packaging alone is not an automatic reason to refuse a statutory refund.

Your bank or payment provider may take additional time to display a refund after it has been issued.

EXCHANGES

We do not offer voluntary exchanges for change-of-mind returns. Eligible returns are refunded under this policy.

This does not affect replacement rights for defective or non-conforming goods.

REVIEW AND RESPONSE TIME

Our support team reviews return requests manually and typically responds within 12–72 hours.

Providing complete order details helps us process requests. Our internal response or review times do not extend legal deadlines or require you to wait for approval before exercising a statutory right.

PAYMENT DISPUTES

If you have a problem with an order, please contact us so we can help resolve it.

If a payment dispute is opened, we may provide relevant order records, tracking information, delivery evidence, and correspondence to the payment provider.

Nothing in this policy prevents you from exercising rights through your bank, payment provider, or another available dispute-resolution process.

CONTACT

Brand: GetTinyPets

Website: Theinfiny.com

Customer support email: contact.tinypets@use.startmail.com

Legal seller and commercial warranty provider: Luiz Gustavo Ferreira Dos Santos

Return address: Provided by email with the return instructions, following the process described under RETURN REQUESTS.