POLICY OF RETURN or EXCHANGE

TURTLE Return and Exchange Policy

TURTLE prioritizes customer satisfaction by managing the return and exchange processes transparently. The following policies are established in accordance with European Union laws.

1. Return and Exchange Steps

• Return Request Process: Return and exchange requests must be made primarily via email to info@turtlecancarry.eu with the subject “REQUEST FOR RETURN & REFUND.” This email should include the following information:
  • Relevant product information
  • Order and customer information
  • Return address details
  • Description of the complaint
  • Supporting materials such as photos/videos related to the complaint, if possible
• Response Time: You will receive a response within 1 week, whether positive or negative. Upon a positive response, an return label will be provided by TURTLE EU. Only return labels provided by TURTLE EU will be accepted for return processes.

2. Shipping Costs

• Exchange Shipping Costs: Exchange shipping costs are the responsibility of TURTLE EU. Products intended for exchange can be sent back in their original packaging without damage, using the provided return and exchange code.
• Non-compliant Shipments: Customers are responsible for shipping costs related to returns that do not comply with our conditions.

3. Return Period

• Return Period: For purchases made through TURTLE EU, return requests must be made within 14 days from the date of delivery. Otherwise, your return request will not be approved, and the product will be returned to you.

4. Additional Conditions

• Communication Requirement: Customers are required to contact TURTLE EU customer service before making a return request. This ensures that issues are understood and resolved.
• Time Limit: Return requests exceeding 14 days will not be accepted.
• Product Condition: Products must be returned in their original packaging and undamaged. Otherwise, the return request will be rejected.
• Return Process: Returned products will be inspected upon receipt, and the return process will be carried out accordingly. Customers will be informed via email once the return is approved.
• Final Decision: Return requests that do not comply with the above conditions will not be approved. We reserve the right to reject any return requests that do not align with our policies.

5. Legal Basis

This return and exchange policy has been prepared in accordance with the consumer rights legislation of the European Union. All necessary measures have been taken to protect our customers’ rights.