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Returns
You want to return or exchange a purchased product? No problem: Within the scope of the right of withdrawal you can return the goods to us within 14 days after receipt of your delivery without giving reasons.
1. Contact customer service
If you have received the wrong item, your item is damaged or does not meet your expectations, please send us a short email with your request and your order number to our customer service at info@turtle-foundation.org. Sometimes we can solve your problem remotely or find an alternative to avoid environmentally harmful return shipments.
If a return shipment is necessary due to a defect or damage, you will receive the return slip from us by e-mail, which you can simply stick on your parcel for a free return shipment.
Otherwise you will receive all the necessary information for the return by e-mail to enter the correct recipient’s address on your self-acquired parcel label and which items are necessary for the return. The direct costs for such a return of the goods will be borne by the customer – as agreed in our cancellation policy. To keep these costs as low as possible, customers from Austria, Liechtenstein and Switzerland can send the return to our Swiss branch (Turtle Foundation Switzerland, Kerbelstrasse 18, CH-9470 Buchs, Switzerland).
2. Pack well
If possible, return the products in their original packaging and well padded in a suitable shipping box. In case of transport damage we will deduct the repair costs from the refund value.
3. Print return label & send package
If everything is well packed, then in case of a return due to damage or defect, please print out the shipping label you received from us by e-mail. Otherwise, use the shipping label you purchased, stick it on and hand in your parcel at the appropriate acceptance point of the respective shipping service provider.
By the way, if you have to pay the costs for the returns yourself and have paid your order via PayPal, you can get back up to 25 € of your costs if you activate this free PayPal service.
4. Wait for refund
As soon as we receive your return, we will check the items and refund you the cost of your order using the payment method that was used when you placed your order.
If you have any questions regarding returns & returns, please contact our customer service at info@turtle-foundation.org.