Returns and Exchange

Returns and Exchange

If you are not satisfied with your order for any reason, you are of course welcome to send it back to us. Please take a look at our return and exchange instructions, they will help you to process your return or exchange quickly and easily.

If you have any further questions or would like individual support, please contact us at any time. We will be more than happy to asist you:

  • Email: support@turtlback.com
  • Online: Contact
  • Tel.: +49(1525) 1838 425 (Monday - Friday from 9:00 a.m. to 4:00 p.m.)

You can find more information in our Terms & Conditions & Customer Information and Cancellation Policy .

 

Table of Contents

  1. Return your purchase
  2. Item is damaged / not working properly
  3. I was sent a wrong item
  4. Items that cannot be returned
  5. How will I be refunded
  6. When will I get my refund

1. Return your purchase

We are very sorry that you were not satisfied with your purchase. We voluntarilly offer additional 16 days to the statutory right of withdrawal of 14 days. During these 30 days you can easily send your items back to us via our service center. From an order value of €14/24€ returns within Germany/EU countries are free of charge.

  • To return your items please visit our service center
  • Log in with your email address and order number
  • Select the items you want to return and click "RETURN"
  • Follow the instructions to start the return process
  • As soon as you have initiated the return, we will send you a confirmation mail with all further informations and instructions
  • Returns within Germany/EU countries are free of charge from an order value of €14/€24

    Please note that for a full refund, the returned items must be in a resalable condition. You can find more information in our Terms & Conditions, Customer Information and Cancellation Policy.

    2. Item is damaged/not working properly

    We apologize for the inconvenience caused by a damaged or defective item. We will correct this as soon as possible. Please send back the dameged/defective item(s) within 30 days of delivery:

    • To return your items please visit our service center
    • Log in with your email address and order number
    • Select the items you would like to return and follow the instructions to start the return
    • Please choose if you would like to:
      1. Return the item(s) and have the purchase price refunded. In this case please click on "RETURN"
      2. Return the item(s) and receive a replacement. In this case please click on "EXCHANGE"
          • Please then follow the instructions to start the exchange / return
          • As soon as you have initiated the exchange / return, we will send you a confirmation mail with a return label and all further informations and instructions
          • In this case, the return and the shipping of the replacement will be free of charge
            Please note that for a full refund, the returned items must be in a resalable condition. You can find more information in our Terms & Conditions, Customer Information and Cancellation Policy.

            3. I was sent a wrong item

            Please excuse the inconvenience caused by this mistake, we will correct it as soon as possible. Please send us back the wrong item(s) within 30 days of delivery:

            • To return your items please visit our service center
            • Log in with your email address and order number
            • Select the items you want to return and click "RETURN"
            • Follow the instructions to start the return
            • As soon as you have initiated the return, we will send you a confirmation mail with a return label and all further informations and instructions
            • In this case, the return is free of charge
            After you have initiated the return, please visit our shop and order your original item again. We'll do our best to make sure nothing goes wrong this time!
              Please note that for a full refund, the returned items must be in a resalable condition. You can find more information in our Terms & Conditions, Customer Information and Cancellation Policy.

                4. Items that cannot be returned

                We try to take back, exchange or refund as many items as possible. But there are also articles, where this is not possible. Unfortunately, we cannot take back, exchange or refund the following items:

                • Promotional and gift vouchers
                • Free items or gifts
                • Giveaways and promotional items
                • Reduced articles

                You can find more information in our Terms & Conditions, Customer Information and Cancellation Policy.

                  5. How will I be refunded

                  For the refund, we use the same payment method that you have used in the original transaction, unless something else was agreed with you.

                  You can find more information in our Terms & Conditions, Customer Information and Cancellation Policy.

                  6. When will I get my refund

                  Refunds will be issued within 14 days after the return of the items. After the refund has been issued, we will send you a corresponding confirmation mail.

                  You can find more information in our Terms & Conditions, Customer Information and Cancellation Policy.

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                  If you have any questions or would like individual support, please contact us at any time. We will be more than happy to assist you:

                  • Email: support@turtlback.com
                  • Online: contact
                  • Tel.: +49 (1525) 1838 425 / (Monday - Friday from 09:00 a.m. to 04:00 p.m.)