Returns & Complaints

Tufishop UK – Returns & Complaints Policy

1. Returns & Refunds

1.1. Right to Cancel (Consumer Contracts Regulations 2013)

Under the Consumer Contracts Regulations 2013, customers have the right to cancel their order within 14 calendar days from the date of receiving the goods, without providing a reason.

To exercise the right to cancel, you must notify us by sending an email to klientypl@tufishop.com.ua, including your order details.

To return an item, customers should first contact our customer support team via email or phone to arrange the return.

The item must be:

• Returned within 14 days after notifying us of the cancellation.
• In its original condition and original packaging.
• Unused and undamaged (unless it was faulty or incorrectly delivered).

Return shipping costs are covered by the customer, unless the item is faulty or incorrect.

Important! If the packaging has been opened, a partial refund deduction may apply based on the item's condition.

Once we receive the returned item, we will process the refund within 14 working days using the same payment method used for the original purchase.

To process a return, customers must provide a receipt or invoice as proof of purchase.

2. Complaints & Faulty Items

2.1. When Can You Make a Complaint?

You can file a complaint if:

• The product has a manufacturing defect.
• The product was damaged during transport.
• The product does not match the description.

Under the Consumer Rights Act 2015, customers have the right to a full refund within 30 days if the product is faulty.

To file a complaint, please send an email to klientypl@tufishop.com.ua with the following details:

• Order number.
• Description of the issue.
• Photos or other proof of the defect (if applicable).
• Preferred resolution (replacement, repair, or refund).

We will review your complaint within 14 working days. If the complaint is valid, we will repair, replace, or refund the item.

• If the complaint is approved, Tufishop UK covers the return shipping costs.
• If the item is not faulty and the return is made at the customer’s discretion, the customer must cover the shipping costs.

3. Contact Information for Returns & Complaints

Email: klientypl@tufishop.com.ua
Phone: PoIand (WhatsApp) +48 78 016 48 69

Final Provisions

This Returns & Complaints Policy complies with UK laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, and applies to all purchases from Tufishop UK.

Thank you for shopping with Tufishop UK!