Refund policy

Tuuli return policy: This return and refund policy applies to orders placed with Tuuli GmbH through tuuli-shop.com. It explains returns, EU withdrawal requests, personalised-product exceptions, return shipping, refund timing and how to contact us if something is not right.

1. Return window and general conditions

• You can return most Tuuli products within 30 days from the day you receive your order.
• Items must be in the same condition as you received them: unused, unwashed and undamaged, in their original packaging wherever possible.
• Please include your order number or another proof of purchase in the parcel.

2. Products that cannot be returned for change of mind

The following items can usually only be returned if they are defective or we made a mistake:

• Personalised or engraved products that were customised specially for you, for example engraved cutting boards, hammers, or massagers.
• Gift cards.
• Items marked as final sale at the time of purchase.

Your legal rights remain unaffected, especially in the case of defects.

3. How to start a return, cancellation or withdrawal request

You can start a return, cancellation or EU withdrawal request through our online request flow:

Start a return, cancellation or withdrawal request

Use the e-mail address you used for your order and follow the steps shown on your order page. After you submit your request, you will receive an e-mail confirmation.

If you cannot access the online request flow, you can also contact us by e-mail before sending anything back:

• Email: info@tuuli-shop.com

Include in your message:

• Your full name.
• Your order number.
• The product(s) you want to return, cancel or withdraw from.
• The reason for the return, if you wish to provide one. For EU withdrawal requests, you do not need to give a reason.

Please do not send products back before you have received return instructions and the correct return address.

4. Who pays for return shipping?

• Change of mind / not suitable: if you simply change your mind or the item is not suitable, return shipping costs are paid by the customer.
• Defective, damaged or wrong item: if you receive a defective item, an item damaged in transit, or the wrong product, please contact us as soon as possible with photos. In these cases, we will work with you to repair, replace or refund the item and will cover reasonable return shipping costs where a return is necessary.

5. Returns from outside the European Union

If you are returning an order from outside the EU:

• You are responsible for the cost of return shipping.
• When the parcel arrives in your country the first time, local authorities or carriers may charge customs duties, import taxes or handling fees. These charges are paid to local authorities and are not refundable by Tuuli.
• When sending the parcel back to us, please clearly mark it as “RETURNED GOODS – UNSUITABLE” on the customs declaration to reduce the risk of extra import charges when it re-enters the EU.
• If, despite correct labelling, extra customs or import fees are charged to us when your return comes back, we reserve the right to deduct these amounts from your refund.

6. European Union 14-day cooling-off period and withdrawal request

If you are a consumer based in the European Union, you may have the legal right to withdraw from your online purchase within 14 days without giving any reason.

For goods, this period usually starts on the day you, or a person chosen by you, receive the goods. If your order is delivered in more than one parcel, the period usually starts when the last item is delivered.

You can exercise this right through our online request flow:

Start an EU withdrawal request

• You must inform us within 14 days that you wish to withdraw from the purchase.
• You then have a further 14 days to send the goods back to us.
• Items must be returned in the same condition you received them: unused, undamaged and in their original packaging wherever possible.
• Unless we tell you otherwise, you pay the return shipping costs for this legal cooling-off return.

We will refund you for the products and, where applicable, any standard outbound shipping costs you paid. Additional costs for Express or other premium shipping options are not refundable. Our free worldwide standard shipping means there is usually no outbound shipping charge to refund.

The 14-day cooling-off period does not apply in some cases, for example for personalised products made specifically to your request, as permitted by law. Your rights in case of defects remain in place.

7. Unclaimed or refused parcels

Sometimes an order is returned to us because the parcel was not collected, was refused at delivery, or the address provided at checkout was incomplete or incorrect.

• We will contact you when such a parcel arrives back at our warehouse.
• We can resend the parcel to a corrected address if you wish. In this case, you may need to pay the cost of reshipping.
• If you prefer to cancel the order instead of reshipping, we will refund 70% of the product value. The remaining 30% is a restocking fee to help cover packing, handling and the shipping costs we have already paid on a free-shipping order.

This restocking fee does not apply to normal returns where you follow the return process or exercise your EU 14-day cooling-off right correctly.

8. Refund processing time

• We will inspect your return as soon as it arrives.
• If the return is approved, we will issue a refund to your original payment method within 3-5 business days.
• Your bank or card provider may need extra time to process and post the refund to your account.

9. Exchanges

The fastest way to get a different item is to return the product you have and make a new purchase on our website once your return has been accepted.

10. Damages and issues

Please check your order when you receive it and contact us immediately if an item is defective, damaged or if you receive the wrong product. We will review the situation and work with you to correct it.

11. Contact

If you have any questions about returns or refunds, please contact us at info@tuuli-shop.com.

Information about consumer dispute resolution bodies in the EU is available from the European Commission: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies.