TUKTUK's REFUND & RETURNS PROCESS
We'd like to think that you will love all your TukTuk purchases, but we do understand that occasionally returns are necessary.
And because we like to keep things simple, there are only a few easy steps to complete:
1. Please carefully read our Refund and Returns Policy below.
2. If your return complies with the terms of our policy, please send us a quick email to customercare@tuktukclothing.com.au outlining your request.
We will approve or reject your request within one business day. If we receive your email on the weekend or a public holiday, we will get back to you on the first business day after.
3. Once we have approved the return, we will notify you by email and sent you the address to return your garment(s) back to.
IMPORTANT: Please enclose a copy of the approval email and a pre-paid and self-addressed Australia Post satchel (not applicable for the return/exchange of faulty garments).
4. Your return, exchange or store credit/refund will be processed within three working days of us receiving your returned garment(s).
TUKTUK's REFUND & RETURNS POLICY
1. RETURN TIME FRAME
Returns must be completed within 30 days of you receiving the garment(s).
2. PRESENTATION OF RETURNED GARMENTS
Any garment that you wish to return must be in its original condition. It must be unworn, unused and unwashed, including swing tags still attached. Garments returned with stains or smelling of cigarette smoke or deodorants or having bits of hay or horse/dog hair, or similar attached will NOT be accepted, and we will not process a refund for these items. Please do not expose the garment(s) to anything but the cleanest environment. And please, please don't even think of riding your horse in your purchases unless you are 100% sure you won't want to return them.
Before trying on garments, please remove anything in which the fabric might be caught (for instance, jewellery or hairpins) and leave all swing tags and accessories attached until you have decided that you are happy with your purchase.
3. SALE AND PROMOTIONAL OFFERS
We do not offer refunds on any sale or promotional/discounted sales unless the item is faulty (please see paragraph 4 below). However, if the garment you purchased is the wrong size, we will swap it for another size if we have it in stock. You are responsible for the cost of shipping the item back to our warehouse.
Please contact our customer care team on 0419 133 318, 9 am-4 pm, Monday-Friday or write to customercare@tuktukclothing.com.au to determine if the size/colour you need is available. If we do not have the size you need in stock, we cannot offer a return, refund or exchange. However, upon return of the garment, we will issue a store credit for what you paid for the returned garment(s) (excluding shipping fees). This store credit is valid for any future purchases.
IMPORTANT: If you return an item for an exchange, please make sure to enclose a pre-paid and self-addressed Australia Post satchel so that we can send the exchanged product back to you.
CLEARANCE SALE/FINAL SALE
All sales during a clearance sale are FINAL. NO refunds or returns are offered unless the item is faulty.
Please note we no longer have a showroom for trying on garments. All garments have their measurements listed in the product descriptions on our website.
You are welcome to order/return more than one size if you are unsure. If you order more than one size, we will refund garments that don‘t fit, and you can return them at your cost. The return address is TukTuk Clothing, PO Box 675, Beechworth, Vic 3747
We will also accept size or style exchanges (if we have the size/style you’d like to exchange for still in stock), but you need to pay for the postage. All other sales are final - no refunds will be available unless a garment is faulty.
4. FAULTY GARMENTS
If a garment is faulty, we will accept its return under the ACCC guidelines, within 6 months of you first receiving the item. TukTuk will reimburse the cost of postage you incurred to return the garment(s). TukTuk reserves the right to inspect returned garments and deny return or exchange if we do not find them damaged or if the damage is due to excessive wear or due to wrong sizing. For example, we will not accept returns displaying overstretched fabric and overstretched/split seams due to incorrect sizing.
Also, TukTuk reserves the right to repair garments where this repair will return the garment to its original condition.
5. CHANGE OF MIND
If you wish to exchange your purchase for another size, colour or style, please email us on www.tuktukclothing.com.au before you mail the item back to us and please read conditions/exclusions for discount/sale items above.
6. RESPONSIBILITY FOR THE COST OF RETURNING PURCHASES
The Purchaser is responsible for the cost of returning goods to TukTuk Clothing, other than in the case of faulty or damaged garment(s). TukTuk is not responsible for goods damaged or lost in return transit. We recommend using a postage method providing insurance and tracking.
7. COST OF SHIPPING FOR RETURNS WE HAVE NOT APPROVED
If you have not received pre-approval to return your purchase and it fails to comply with the policy outlined above, the cost of sending the item(s) back to you will be at your own expense.
8. PRE-ORDER TERMS AND CONDITION
Pre-orders require full payment to be made at checkout.
Please note that due to the nature of pre-order items, we will not be accepting order cancellations.
There may be minor discrepancies in the colour and finish of pre-order garments (pre-order illustrations/images compared to the final product.
We will give an estimated delivery date for all pre-order items. However, we can not guarantee a specific shipping date and therefore we cannot guarantee the pre-order items to be available on an exact date.
We will ship orders the moment the pre-order items are in our warehouse.
If the ordered items will arrive later than anticipated due to international shipping bottlenecks, union actions, delays in customs/port etc. we will notify everyone who has placed a pre-order by email as soon as we become aware.
Please do not order if you are unable to wait.
If you order in-stock and pre-ordered items, we will split your order and ship the items in stock immediately.
Sometimes we specify a pre-order time period and pre-order targets. If we do not achieve our pre-order target by the given end date of the pre-order period, we won't place an order with the manufacturer.
Consequently, all pre-orders will be refunded immediately.
Once you place an order with us, it means that you are willing to accept these terms & conditions.
QUESTIONS?
Please don't hesitate to call us Mon to Fri, from 9 am to 4 pm on 0419 133 318 or email customercare@tuktukclothing.com.au.
