Refund policy
We have a 14-day return policy, which means you have 7 days after receiving your item to request a return, and a further 7 days to return the items. Buyers are responsible for return postage costs.
We are not responsible for losses in the post when you are returning to us, so we encourage you to pick a signed service with proof of postage and delivery.
If the item is not returned in its original condition, the buyer is responsible for any loss in value.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging.
To start a return, you can contact us at info@grumpytortoise.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned. Because of the nature of these items, unless they arrive damaged or defective, I cannot accept returns for:
- custom or personalised items
- Digital downloads
- Items on sale
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
I don't accept exchanges, but please contact me if you have any problems with your order.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
You can always contact us with any questions at linda@grumpytortoise.co.ukor via the contact us page.