RETURN & EXCHANGE POLICY

1. GENERAL POLICY

We strive to ensure customer satisfaction. However, due to the international nature of our shipments, returns and exchanges are subject to the terms below.

By placing an order, you agree to this Return & Exchange Policy.

2. RETURN ELIGIBILITY

Return requests must be submitted within 14 days of delivery, unless otherwise required by applicable mandatory consumer protection laws in the customer’s country of residence.

To be eligible for return:

  • The item must be unused

  • The item must be in original condition

  • The item must include original packaging (if applicable)

We reserve the right to refuse returns that do not meet these conditions.

3. NON-RETURNABLE ITEMS

Unless defective or incorrect, the following items are not eligible for return:

  • Personalized or custom-made products

  • Final sale items

  • Gift cards

  • Items clearly marked as non-returnable on the product page

4. CUSTOMER-INITIATED RETURNS (CHANGE OF MIND)

If you wish to return an item for reasons other than defect or error:

  • All return shipping costs are the responsibility of the customer.

  • All customs duties, import/export taxes, brokerage fees, and clearance charges are the responsibility of the customer.

  • Original shipping fees are non-refundable.

  • Any unpaid customs or carrier charges may be deducted from the refund.

We are not responsible for customs delays or additional import charges.

5. CUSTOMS REFUSAL / UNCLAIMED SHIPMENTS

If a shipment is:

  • Refused by the customer

  • Not cleared through customs

  • Not collected

  • Returned due to unpaid duties or taxes

The customer shall be responsible for:

  • Return shipping costs

  • Customs penalties

  • Carrier fees

  • Import/export duties and charges

If return costs exceed the product value, the Seller reserves the right to decline issuing a refund.

6. DEFECTIVE OR INCORRECT ITEMS

If you receive a defective, damaged, or incorrect item, you must contact us within 48 hours of delivery at:

turnalar@turnalar.co

Please provide clear photo and/or video evidence.

After review, we may, at our sole discretion:

  • Provide a replacement

  • Issue a partial refund

  • Issue a full refund

  • Allow a refund without requiring return of the goods

The Seller reserves the right to determine the appropriate resolution.

7. RETURN AUTHORIZATION REQUIRED

Returns must not be shipped without prior written authorization.

To initiate a return:

  1. Contact turnalar@turnalar.co

  2. Wait for return approval and instructions

  3. Ship the item using a trackable shipping method

  4. Provide tracking information

Unauthorized returns may be refused.

The return address will be provided after approval.

8. SHIPPING RISK FOR RETURNS

The Seller is not responsible for returned items lost, damaged, or delayed in transit.

Customers must use a secure and trackable shipping method.

9. KEEP-THE-ITEM REFUND

In certain cases, at the Seller’s sole discretion, a refund may be issued without requiring the return of the product.

Such decision does not create a general right to refund without return and shall not establish precedent for future cases.

10. REFUND PROCESSING

  • Refunds are issued to the original payment method.

  • Processing time: 5–10 business days after approval.

  • Currency exchange rate differences are non-refundable.

  • Bank or payment gateway fees may not be refundable.

11. INTERNATIONAL ORDERS NOTICE

Under DAP (Delivered At Place) shipments:

Customers act as the importer of record and are responsible for all import duties, taxes, and clearance charges.

If DDP (Delivered Duty Paid) applies, this will be clearly indicated at checkout.

Last Updated: February 25, 2026