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Policy: Refund and Returns

Returns

If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

While we want to make sure all our customers are 100% happy with their purchases, it is important for us to establish what went wrong and how we can best remedy the situation.

Refunds or Exchanges

In principle, we will refund in full and/or exchange faulty or unsatisfactory products.

When you return an item, please send us an email (to rain@turqle.com) with full details: your name, address, contact number, a brief outline of the complaint and details of shipping.

Once your return is received, we will email you immediately to confirm receipt.

Then the product will be assessed and inspected - this could take few days (depending on the complaint), and you will be assigned a specific contact person who will keep you informed.

Exchanges will be processed as soon as the exchange has been approved; refunds will be made via EFT, within 14 days of the approval of the refund.

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged.

If you need to exchange, please ensure the product is un-opened, un-used and in the original packaging. Send us an email at rain@turqle.com and send your item to: 158 Briza Road Cape Town Western Cape ZA 7441.

Shipping

To return your product, you should mail your product to: 158 Briza Road Cape Town Western Cape ZA 7441

Please let us know what you're sending back, why you're sending it back and when and where you mailed it: rain@turqle.com - that way we know to look out for your parcel.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable except where the product is defective.

If you are shipping an item over R100, you should consider using a trackable shipping service or purchasing shipping insurance.

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