Refund policy
At Tuara, we hope you enjoy our products as much as we do. However, we understand that sometimes things don't go as expected. Therefore, we offer the possibility of returns under the following conditions:
Return Period
If you are in the European Union, you have a period of 14 days from the receipt of your order to request a return or exchange.
Outside the EU, all sales are final, except in cases of defective products.
Return Conditions
- Products must be unused, unopened, and in their original packaging.
- Returns of opened or damaged products will not be accepted, except in the case of defective products.
- Shipping costs, taxes, and duties are non-refundable.
- If a return reduces the total purchase value below the free shipping threshold, a retroactive shipping charge may apply.
Return Process
-
To initiate a return, contact us through our customer service via email at tuaraespana@gmail.com.
-
Once we receive and review the returned product, within a period of 7 days, we will notify you by email about the status of your refund.
-
If the return is approved, the refund will be processed to your original payment method within 5 to 8 business days.
Return of Damaged or Defective Products
If you receive a product in poor condition, please contact us within the first 48 hours of receiving the product by sending an image of the damage to our customer service. We will evaluate your case and proceed with the appropriate solution.
Return Shipping Costs
- The return shipping costs are the responsibility of the customer.
- In the case of orders within the EU, VAT will be included in the refund.
If you have any questions, do not hesitate to contact us. We are here to help you.
