Refund policy
Damaged or Not Working on Arrival
If your tissue holder arrives damaged or defective, email us at grumpytush@outlook.com on the day your order is delivered, with your order number and clear photos or a short video of the problem. We check every claim against the carrier's delivery confirmation. If it checks out, we will replace the item or refund you — your choice.
Claims made after the day of delivery cannot be honoured, so please open and check your order as soon as it arrives. If you purchased Shipping Protection, you have 7 days instead — see the Shipping Protection section below.
All Other Sales Are Final
Outside of the above, all sales are final. We do not accept returns or exchanges for change of mind, wrong selection, ordering errors, or for any feature or specification described on our product pages. Please read the product description fully before ordering.
What's Included in Your Order
Every GrumpyTush order contains the plush tissue holder shown on this page. What we sell is the product itself — the soft plush tissue holder — and it works exactly as shown in our videos. Sound effects in our videos are for entertainment only; the product does not make sounds.
The branded display box seen in our videos and social media content is promotional packaging used for filming and advertising. It is not part of the product and is not included with orders. Your order ships in simple protective packaging chosen to keep the product safe in transit.
Product Appearance
Our photography and video are produced under studio and display conditions. Colour and finish may vary slightly from imagery due to screen calibration and normal manufacturing variation. This is not a defect and is not grounds for a claim.
Shipping Times Are Estimates
All processing and delivery times shown on our site are estimates, not guarantees. Orders are fulfilled from overseas, and transit time varies with carrier routing, customs clearance, and local postal services. Some orders arrive sooner than the estimate and some take longer.
We cannot guarantee a delivery date, and we are not responsible for delays caused by shipping carriers, customs processing, or events outside our control. Orders still within our published estimates are not eligible for a claim based on late arrival. If you need your order for a specific date, please order well in advance.
Shipping Protection
Shipping Protection is an optional add-on that covers your order against loss, theft, or damage in transit. You can add or remove it before checkout.
If your order is covered, email us at grumpytush@outlook.com with your order number within 7 days of delivery, or within 7 days of your delivery estimate passing if the order never arrived. Include clear photos or a short video for damage claims. We verify every claim against carrier tracking. Once verified, we reship your order at no cost to you.
Reshipped orders follow the same processing and delivery times as a new order. Shipping Protection is limited to one reshipment per order and does not provide a refund.
Orders placed without Shipping Protection are covered only by the damage terms above, which must be reported on the day of delivery. Once we transfer products to the carrier, title and risk of loss passes to you.
Questions About Your Order
Email us at grumpytush@outlook.com with your order number and we will help.