Refund policy

Returns and refunds

We want you to be happy with your TOVRUNA order. If something is wrong, contact us at cuckooFD@hotmail.com and we will sort it out. This page covers both returns and refunds.

30-day return window

You may request a return within 30 days of delivery. To be eligible, the item must be unused, unwashed, and in the condition you received it, with all toys from the pack included. Please contact us before sending anything back so we can give you return instructions and a reference number. Returns sent without prior contact may not be processed.

Return shipping

  • If the item arrived damaged, defective, or is not what you ordered, we cover return shipping and send a replacement or full refund.
  • If you changed your mind or ordered the wrong item, return shipping is your responsibility.

Damaged or incorrect items

Please email us within 7 days of delivery with your order number and a photo of the item and its packaging. We will confirm a replacement or refund without requiring you to return the item.

Refunds

Once a return is received and inspected, we will notify you of the outcome. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the credit. Original shipping charges are not refunded unless the return is due to our error. Shipping was free on your order, so there is no shipping charge to refund in most cases.

What we cannot accept

  • Items that have been chewed, played with, washed, or damaged by a pet.
  • Returns requested more than 30 days after delivery.
  • Items returned without prior contact or without all pieces from the pack.

Exchanges

We do not process direct exchanges. The fastest way to get a different item is to return the original for a refund and place a new order.

Cancellations

You can cancel an order for a full refund any time before it is dispatched. Once you receive a shipping confirmation, the return process above applies instead.

Questions

Email cuckooFD@hotmail.com with your order number and we will reply within 1–2 business days.