Refund policy
Return & Refund Policy
At TailTwist, we want you to order with confidence. That's why, in addition to your rights under applicable law, we offer an additional 60- or 90-day money-back guarantee on selected products.
Below you can read which conditions apply and how to use our guarantee.
1. 60/90-day money-back guarantee
We stand behind our products. That's why we offer an additional 60- or 90-day money-back guarantee on selected products.
This guarantee is meant to let you give the product a real try, following the recommended use.
Not satisfied after the minimum trial period? Then you can use the guarantee up to 60 or 90 days after receiving your order, depending on the product.
If your request meets the conditions, you'll receive a refund of the purchase price of the product or bundle concerned.
Return shipping costs are your responsibility.
2. Minimum trial period
A minimum trial period may apply to each participating product. It is stated on the product page and/or in the instructions for use.
DentalWipes – 60-day money-back guarantee
A minimum trial period of 21 days applies to our DentalWipes.
With the recommended use of one wipe per day, we ask you to use the DentalWipes consistently for at least 21 days before making a claim under the money-back guarantee.
Still not satisfied? From that moment on, you can submit a request. Your request must reach us no later than 60 days after you received your order.
EarWipes, EyeWipes and Grooming Box – 60-day money-back guarantee
A minimum trial period of 21 days applies to our EarWipes, EyeWipes and Grooming Box.
Following the recommended use, we ask you to use these products consistently for at least 21 days before making a claim under the money-back guarantee.
Still not satisfied? From that moment on, you can submit a request. Your request must reach us no later than 60 days after you received your order.
Advanced Hip & Joint Support Soft Chews – 90-day money-back guarantee
A minimum trial period of 6 weeks (42 days) applies to our Advanced Hip & Joint Support Soft Chews.
Because every dog is different and it can take some time before a noticeable difference appears, we recommend giving the soft chews consistently for 6 to 8 weeks at the recommended daily dose.
To use the money-back guarantee, we ask you to give the soft chews consistently for at least 42 days.
Not satisfied after this trial period? From that moment on, you can submit a request. Your request must reach us no later than 90 days after you received your order.
3. Single products and bundles
Our money-back guarantee applies to single jars as well as participating bundles.
To use the guarantee, no more than one jar of the product concerned may have been opened and used.
Did you order a bundle? Then the other jars in the bundle must remain unopened and undamaged.
If your request is approved:
for a single product, you return that product;
for a bundle, you return the complete bundle, including the opened or used jar;
you receive a refund of the purchase price of the product or of the complete bundle.
If two or more jars in a bundle have been opened or used, the bundle no longer meets the conditions of our additional money-back guarantee.
This does not affect any rights you have under applicable law.
4. Guarantee conditions
The following conditions apply to our 60- or 90-day money-back guarantee:
You have used the product for at least the stated trial period.
You have used the product according to the recommended use.
You submit your request no later than 60 or 90 days after receiving your order.
No more than one jar of the product concerned has been opened or used.
Any other jars from a bundle are unopened and undamaged.
For a bundle, the complete bundle must be returned.
Return shipping costs are your responsibility.
In principle, the guarantee can be used once per customer and/or household per product.
The guarantee is intended for normal personal use, not for resale or commercial use.
If there are clear indications of fraud or abuse, we may investigate a request further and, where permitted by law, refuse it.
Our money-back guarantee is an additional commercial guarantee and does not limit your rights under applicable law.
5. Guarantor
The 60- or 90-day money-back guarantee is offered by:
ELL Commerce
Fazantenkamp 665
3607 DN Maarssen
The Netherlands
support@tailtwist.eu
The guarantee applies to participating products purchased directly through our online store and in the countries where we offer this guarantee.
The guarantee is valid for 60 or 90 days from receipt of the order, subject to the conditions in this policy.
6. Requesting the guarantee and returns
Would you like to use our money-back guarantee? Submit your request through the return option in our online store or via support@tailtwist.eu.
Always include your order number when contacting us by email.
Once your request has been reviewed, you'll receive the return instructions.
Please don't send products back without registering your return first, so we can register and process it correctly.
Return shipping costs under our additional money-back guarantee are your responsibility.
7. Damaged, defective or wrong item
Did you receive the wrong product, or is a product damaged or defective? Please contact us at support@tailtwist.eu.
Include your order number and, if possible, clear photos showing the problem.
We'll assess the situation and make sure you get a suitable solution.
Where we are responsible for a product under applicable law, we won't charge you for any necessary return shipment or other required remedy.
This is separate from our voluntary 60- or 90-day money-back guarantee.
8. Refunds under the 60- or 90-day money-back guarantee
Once your claim under our additional money-back guarantee has been approved and we have received and processed your return, we'll refund the purchase price of the product or bundle concerned via the original payment method.
Return shipping costs are not refunded.
We generally process an approved refund within 10 business days after the return has been received and approved.
Depending on your bank or payment provider, it may take some time before the amount appears in your account.
9. Cancelling an order
Want to cancel your order before it ships? Use the cancellation option in our online store, if available, or contact us as soon as possible at support@tailtwist.eu.
If your order has already been processed for shipping, we may no longer be able to stop the shipment.
After receiving your order, you can, where applicable, use our additional 60- or 90-day money-back guarantee.
If an order is successfully cancelled before shipping, we'll refund the amount already paid via the original payment method.
10. Questions or registering a return
Would you like to use our money-back guarantee, or do you have another question about a return?
Use the return option in our online store or contact us at:
Always include your order number when contacting us by email.