Return & Exchange Policy
Thank you for choosing TUO CUTLERY. We are committed to providing you with high-quality service and a hassle-free shopping experience. If you need to return or exchange an item, please refer to the following policy.
30-Day Money-Back Guarantee
If your order arrives and it’s not right, we promise to make it right. Whether you don’t like the product or are simply unsatisfied, you can return any new, unused, and unaltered item within 30 days of delivery. We will issue a refund to your original payment method or exchange the product for another one.
Return Shipping Costs
· Customer-Initiated Returns:
If the return is due to the customer’s personal reasons (e.g., dissatisfaction, incorrect choice, or change of mind), the customer is responsible for return shipping costs and may also incur a 15% restocking fee and any shipping costs initially covered by us.
TUO CUTLERY-Initiated Returns:
If the return is due to our error (e.g., damaged or defective product, incorrect item sent), we will cover the return shipping costs.
Eligible Return Scenarios
The following situations qualify for returns:
· Buyer remorse (e.g., not satisfied with performance, doesn’t meet expectations)
· Misinterpretation of product description
· Order cancellation after shipping (even if the item hasn’t been received yet)
· Customer purchased the wrong item
· Customer accidentally ordered too many
· Customer provided the wrong shipping address
· Within 30 days of delivery
When TUO CUTLERY Covers Return Shipping
We will pay for return shipping if the return is due to our mistake, including but not limited to:
· The item arrived defective and cannot be fixed with a replacement part
· Incorrect item was sent
· The package was shipped to the wrong address
· Duplicate orders were shipped
· The item malfunctioned within the 30-day return period (assuming it was assembled and used properly)
Refund Policy
2. Items must be purchased through www.tuocutlery.com.
3. Return or exchange requests must be made within 30 days of receiving your order.
4. Once your return is received and inspected (typically within 48 business hours), we will process your refund and apply the credit to your original payment method.
5. Depending on your credit card provider, refunds may take an additional 2-14 business days to appear in your account.
Return Process
Contact us at sales@tuocutlery.com with your return request and reason. For items that are defective or damaged, you must provide photos or videos as proof. If proof is not provided, the return will be treated as “buyer’s remorse,” and you will be responsible for return shipping costs and may incur a 15% restocking fee as well as any shipping costs covered by us.
2. Ship the Item Back:
Once your return request is approved, please ship the item back to us using a prepaid method. COD (cash on delivery) shipments will be refused.
3. Inspection and Refund:
After receiving and inspecting the returned item, we will issue a refund or process an exchange if the return conditions are met.
Exchange Policy
· Return Shipping Costs: The customer is responsible for return shipping on the original order.
Order Cancellation or Modification
· Order Received: Modifications or cancellations can be made while the order is still in this status.
· Order Processed: Once the order is processed, it cannot be modified or canceled as it is already in the shipping queue.
If your order has already been shipped, you can return it after receiving it to qualify for a refund. To cancel your order, contact us at sales@tuocutlery.com
90-Day Warranty
· Refunds are only available within 30 days of delivery.
· After 90 days, warranty services are no longer available.
More Information:
Email: sales@tuocutlery.com