At Tuwel, we aim to provide transparency regarding our policies on order cancellations and refunds. Please read the following carefully before placing your order.
TUWEL believes in helping its customers as far as possible, and has therefore a liberal cancellation policy. Under this policy:
- Cancellations will be considered only if the request is made within 7 days of placing the order. However, the cancellation request may not be entertained if the orders have been communicated to the vendors/merchants and they have initiated the process of shipping them.
- TUWEL does not accept cancellation requests for perishable items like flowers, eatables etc. However, refund/replacement can be made if the customer establishes that the quality of product delivered is not good.
- In case of receipt of damaged or defective items please report the same to our Customer Service team. The request will, however, be entertained once the merchant has checked and determined the same at his own end. This should be reported within 7 days of receipt of the products.
- In case you feel that the product received is not as shown on the site or as per your expectations, you must bring it to the notice of our customer service within 7 days of receiving the product. The Customer Service Team after looking into your complaint will take an appropriate decision.
- In case of complaints regarding products that come with a warranty from manufacturers, please refer the issue to them.
- In case of any Refunds approved by the TUWEL, it’ll take 6-8 days for the refund to be processed to the end customer.
1. Order Cancellation Policy
- Cancellations by Customers:
- Once an order is placed, it cannot be canceled under any circumstances.
- Please ensure all details are accurate before confirming your order.
- Cancellations by Tuwel:
- We reserve the right to cancel an order if:
- Payment is not successfully processed.
- The product is out of stock or unavailable.
- There is a suspected fraudulent transaction or violation of our Terms and Conditions.
- If we cancel your order, any payments made will be refunded to the original payment method.
- We reserve the right to cancel an order if:
2. Refund Policy
- No Refunds for Change of Mind:
- All sales are final. Refunds will not be provided for reasons such as a change of mind or incorrect orders.
- Defective or Damaged Products:
- If your product arrives damaged or defective, you must contact us within 48 hours of delivery via:
- Contact Form: Available on www.tuwels.com/contact
- Please provide clear images and details of the issue for review.
- At our discretion, we may offer a replacement or a partial refund, depending on the nature of the issue.
- Refund Process (if applicable):
- If a refund is approved, it will be processed within 7-10 business days and credited back to the original payment method.
3. Shipping Costs
- Shipping costs are non-refundable. If a refund is issued for a product, it will only cover the product’s price.
4. Important Notes
- Refunds and replacements are evaluated on a case-by-case basis.
- We reserve the right to deny a refund or replacement if the claim is found to be unjustified or if the issue results from misuse or improper handling of the product.