Refunds
At TurtleHug, we want you to feel confident and comfortable with your purchase. If you’re not completely satisfied, we’re here to help.
30-Day Return Policy
We offer a 30-day return window from the date you receive your order.
To be eligible for a return:
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The item must be returned within 30 days of delivery
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The item must be unused, in original condition, and in its original packaging
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Proof of purchase is required
How to Start a Return
To initiate a return, please contact our support team at:
Include:
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Your order number
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Reason for return
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Photos (if the product arrived damaged or defective)
Our team will respond with return instructions.
Refunds
Once we receive and inspect your return, we will notify you of the approval status.
If approved:
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Refunds will be issued to your original payment method
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Processing time: 5–10 business days (depending on your bank or payment provider)
Non-Refundable Items
We do not accept returns for:
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Items damaged due to misuse or improper handling
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Returns requested after the 30-day period
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Items not in original condition or packaging
Exchanges
We only replace items if they are defective or damaged upon arrival.
If you need an exchange, contact us at support@turtlehug.com with photos of the issue.
Return Shipping Costs
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Customers are responsible for return shipping costs unless the item is defective or damaged
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Shipping fees are non-refundable
Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 7 days of delivery with photos so we can resolve the issue quickly.
Cancellations
Orders can be canceled within 12 hours of purchase.
After this time, orders may already be processed or shipped and cannot be canceled.
Late or Missing Refunds
If you haven’t received your refund:
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Check with your bank or card provider
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Allow additional processing time
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Contact us at support@turtlehug.com for assistance
Contact Us
If you have any questions about our Refund Policy, please contact: