REFUNDS, RETURNS, AND EXCHANGES

Order cancellation

All orders can be canceled until they are processed and shipped. Once the packaging and shipping process has started, it can no longer be canceled.

Refunds

Our customer satisfaction is #1 priority. That’s why we proudly offer absolute satisfaction guarantees that ensure our customers will receive a purchased item on time and as described.

Our primary goal is making our customers happy, so everyone who shops with us receives the following guarantees:

• Refund if the item is not as described or damaged;
• Refund minus the shipping cost if the customer does not want the product they received. the customer must return the item at his expense to our warehouse and the item must be unused.

Refunds are not available under the following circumstances:

• Order does not arrive due to an incorrect address provided by the customer;
• Order does not arrive due to exceptional circumstances beyond our control (e.g. delayed by a natural disaster).

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items

Gifts

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.

How do refunds, returns, and exchanges work on tutcra?

• In case our customer reports a damaged or incorrect product, the customer is required to submit a photo evidence within 14 days of receiving the item. If the claim is approved, a refund will be issued.
• If the product packaging is damaged but the product itself is intact, the customer must submit a claim to the shipping carrier directly.
• Missing order: In case a package is delivered (based on tracking number update) but the customer claims that they did not receive the item, the customer must submit a claim to the shipping carrier directly. As a retailer, orders will be deemed delivered and in satisfactory condition if the customer does not report the issue within the time frame.

If you experienced any of the above scenarios, you must report the issue within 14 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.

 How do I request a refund, return, or exchange?

 We have put together the following steps to make this process easier:

1. In the event of a refund, return, or exchange, contact our Customer Support team via email at support@tutcra.com and include the evidence if required.
2. After we have approved the order refund, return, or exchange, the product must be returned to our warehouse at the following address: 14460 Myford Rd, Irvine, CA 92606, USA.
3. You must return the product and provide a tracking number.
4. Once the tracking number has been provided (or once we have received the returned product), a replacement product will be shipped or a refund minus the shipping cost will be credited back to the card or original method of payment on file.
5. In order for the supplier to ship a replacement product or process a refund for damaged or incorrect product we require a tracking number for the item returned.

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 support@tutcra.com

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Need help?

Contact us at support@tutcra.com for questions related to refunds and returns.

Or

Open ticket on Support