Refund and Returns Policy

RETURN & CANCELLATION POLICY

Overview

How to cancel your order, return or exchange a product.

Cancelling your order

You may cancel your order up to 6pm on the day of order, after this time we cannot guarantee your order can be cancelled due to the personalised nature of the products – please do contact us at hello@twotinyturtles.co.uk even after this time and we will see what we can do. If you cancel within the above terms, your order will not be sent and a refund issued.

Damaged/Faulty Goods

We always try to ensure that our products are sent out in a perfect condition. However sometimes due to situations beyond our control for example, if an item gets damaged during the delivery, your item may arrive in an unsatisfactory state. In the unlikely event that you receive a faulty or damaged item, or your item is wrong please contact us at hello@twotinyturtles.co.uk as soon as possible and within 14 days of the receipt of your order. We will then investigate the problem and get back to you with a response as quickly as we can: remember we are a small family company, so we all muck in and it can occasionally take more than 24 hours (but not more than 48 hours) to get back to you.

​Please note that we do not accept returns in person at either our registered or business address.

To help us respond quickly, please try to include as much information as possible:

  • Name
  • Email Address
  • Postal Address
  • Problem or fault
  • Photo of the faulty product
  • Replacement or Refund required?
  •  

In the unlikelihood, that item’s personalisation has an error made by us a replacement or a full refund will be issued depending on your preference. You must return the original items unused, in the original box or packaging.

Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to the us and agreed that doing so won’t affect any refund you may be entitled to.

Nothing in this agreement will affect your statutory rights.

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