Returns

 

We hope you love your clips, but in circumstances you don't - we offer a global returns service within 14 days of receipt of order (excluding headbands and combs). 

 

Returning an order:

1. Please email us on info@tortware.com with the order number in the subject and the item and reason for refund.

2. Once you've received confirmation from us, send back to the address given with a copy of order confirmation (including order number) and note of return to confirm refund (return postage to be covered by customer).

 3. Upon receipt of goods a refund will be issued to the card used for the purchase minus the original postage charge. Please allow up to 14 working days for the refund to show in your account. ​

 

The customer is responsible for returning the goods. Items should be returned new, unused, and with the security tag/label still attached and in pouch. Returns that are damaged will not be accepted (please check your item before sending back). Unidentified returns will not be accepted.

 

Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible. Items should be returned in their original packaging to ensure they are adequately protected in transit (including pouch). We prefer that items are returned to us using a trackable method to ensure safe return. However, you may return the goods by any secure method.

 

Please note that we may not accept liability for goods that are not sent trackable.

 

Exchanges

We only offer refunds (unless faulty - see below), to exchange - please return order and re-purchase.

Faulty goods

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within three months of purchase. Please kindly note that clips that are damaged as a result of wear and tear are not considered to be faulty.

If you have a problem with your item, please email info@tortware.com with photos and be aware that we can only replace it for the same product, subject to availability. You will receive a full refund if the item cannot be replaced and is found as faulty.