Although we are committed to ensuring the products you purchase from us are picked and packed with the utmost care, there may be times when there is a need for a refund or a replacement.
The following information explains our returns and replacement policy, however, if you need any further advice please send your question in an email to admin@tulionline.shop
An item(s) has arrived damaged
In the unfortunate event that an item has arrived damaged, you must contact us within four weeks from the dispatch date via our email: admin@tulionline.shop
Please include a photograph of the damaged/incorrect item(s) for our reference. Once your request has been logged we will contact you to let you know the next steps. Please do not return any item(s) to us until we have provided you with instructions. We will send out a replacement and cover the delivery cost or provide a refund.
An incorrect item has been received
In the unfortunate event that an incorrect item has been received, you must contact us within four weeks from the dispatch date via our email: admin@tulionline.shop
Please include a photograph of the damaged/incorrect item(s) for our reference. Once your request has been logged we will contact you to let you know the next steps. Please do not return any item(s) to us until we have provided you with instructions.
The customer has not received their order
If your customer has not received their order please contact our Customer Care Department via our email admin@tulionline.shop
You do not need to place another order. Once your claim has been confirmed a replacement order will be sent within 3 working days. We will cover the delivery cost. Delivery of the replacement order will depend on location and will follow our standard delivery times.
Please allow the following time scales before reporting a missing order:
| Location | Standard Delivery | Tracked Delivery |
|---|---|---|
| UK | 10 Working Days | 3 Working Days |
| Highlands & Islands | 12 Working Days | 5 Working Days |
| Europe A | Click here for further details | Click here for further details |
| Europe B & C | Click here for further details | Click here for further details |
| Rest of the World | Click here for further details | Click here for further details |
The customer has changed their mind
If your customer changes their mind on the product, please notify our Customer Care Department via email admin@tulionline.shop within four weeks from the dispatch date of the order.
The item(s) will need to be returned to us in their original condition, with the order number and customer name clearly marked on the outer packaging. Once we have received the returned item(s), the value of the item(s) will be credited to you. Please note that the cost of carriage (in either direction) will not be refunded in this case.
Need advice?
If you would like any further advice please send an email to admin@tulionline.shop and we’ll be happy to help.
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at admin@tulionline.shop and send your item to: Suite 281, 80A Ruskin Ave, Welling, London DA16 3QQ.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to: Suite 281, 80A Ruskin Ave, Welling, London DA16 3QQ.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at admin@tulionline.shop for questions related to refunds and returns.