30-days return policy for apparel
All apparel items can be returned within thirty days of receipt, to be exchanged into a different size or re-funded. The customer needs to arrange and pay for the return shipping cost. Turtle Entertainment will cover the shipping cost of exchange items. If the product came with a unique bonus code, that code needs to be unused (signified by the respective bonus code card not being scratched open), in order to be eligible for any re-fund or exchange.
30-days return policy other products
All non-apparel products (including collectibles) can be returned within thirty days of receipt, if the product has not been unpacked, and is in its original state and condition. Included bonus codes must be unused.
How to arrange a return/exchange?
Please contact our Customer Service team under firstname.lastname@example.org to arrange your return or exchange. Please inform us of your order number, the item you are returning and the reason for return. We will then provide you with detailed informations about the return process.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
I received an incorrect or damaged item!
Please accept our apologies. Contact us via contact form or mail (to: email@example.com) and we will help you getting a perfect good. Please provide details of the fault and where possible attach pictures to your message.
Will you refund my postage cost to return an item?We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
- If we sent you the wrong item
- If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.