Refund policy

We have a 2-day return policy, which means you have 2 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at team.tugoflooks@gmail.com. 

If your return is accepted, we will arrange for a rider to come directly to you for collection. Once the item is received and inspected to confirm it’s in good condition, we will process a replacement or an exchange. 

You can always contact us for any return question at team.tugoflooks@gmail.com. 

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

Once we’ve received and inspected your return, we’ll notify you of the outcome. If the return is approved, we will first offer either:

• A replacement item (if the same item or similar is available), or
• A store credit equal to the full value of your original purchase.

Refunds to the original payment method will only be issued if we are unable to provide either a suitable replacement or store credit.

Please note that refunds, when applicable, may take up to 10 business days to process. Additional time may be required by your bank or payment provider to reflect the refund in your account.

If more than 15 business days have passed since a refund was confirmed and you haven’t received it, please contact us at team.tugoflooks@gmail.com