Return & Refund Policy

1. Our 14-Day Return Policy

You may return your order within 14 days without giving a reason.

The 14-day period begins on the day you, or a person designated by you other than the delivery provider, receives the order.

If one order is delivered in several separate parcels, the return period begins when the final parcel is received.

Tuvu accepts returns from customers worldwide under the conditions below. If the consumer protection laws in your country give you additional rights, those rights continue to apply.

2. How to Request a Return

To start a return, email us at hello@tuvucarriers.com  before the 14-day period expires.

Please include:

• your full name;
• order number;
• product you wish to return;
• date the order was received; and
• the reason for return, if you would like to provide one.

You do not have to provide a reason to exercise your 14-day right of withdrawal.

We will reply with the return address and relevant instructions. Please contact us before sending the parcel, as the return address may be different from our

3. Return Deadline and Address

After notifying us of your return, you must send the product back without undue delay and no later than 14 days from the date you informed us.

Returns must be sent to:

Tuvu Returns
Luna Creative, SIA
Pernavas street 44-13, Riga, LV-1009, Latvia

Please do not send returns with cash on delivery or other charges payable by the recipient. Such parcels may be refused.

4. Condition of Returned Products

You may inspect and try the product only as much as reasonably necessary to establish its nature, characteristics and functioning, similar to how you could inspect it in a physical shop.

When possible, the carrier should be returned:

• clean and unwashed;
• without stains, odours, pet hair or other signs of extended use;
• without damage caused after delivery;
• with its original labels, instructions and accessories; and
• in its original packaging or other secure protective packaging.

Original packaging is not an absolute condition for exercising your statutory right of withdrawal.

However, you may be responsible for a reduction in the product’s value if it has been handled or used beyond what is reasonably necessary to inspect and try it. This may include washing, prolonged use, staining, strong odours, damage or missing components.

Any deduction will reflect the actual reduction in the product’s value.

5. Return Shipping Costs

Unless the product is incorrect, damaged, defective or non-conforming, the Customer is responsible for the direct cost of returning it.

We recommend using a tracked shipping method and retaining proof of postage until your return has been processed.

You are responsible for packing the product securely. Tuvu cannot refund a product that is lost or damaged during return shipping because of inadequate packaging or circumstances for which the Customer is responsible.

For returns sent from outside the European Union, please clearly mark the customs documentation as “Returned goods” and follow the return instructions provided by us.

6. Refunds

Once we receive the returned product, we will inspect it and notify you about the refund.

For consumers in the European Economic Area, the refund will include:

• the price paid for the returned product; and
• the cost of the least expensive standard delivery option offered for the original order.

If you selected a more expensive delivery method, such as express delivery, the additional cost above standard delivery will not be refunded.

For customers outside the European Economic Area, original delivery charges are non-refundable unless required by applicable law or the return is caused by an incorrect, damaged or non-conforming product.

Customs duties, import taxes and charges paid directly to customs authorities or third parties cannot normally be refunded by Tuvu.

We will issue the refund without undue delay and no later than 14 days after receiving your withdrawal notification. We may withhold the refund until:

• we receive the returned product; or
• you provide evidence that the product has been sent,

whichever occurs first.

Refunds will normally be made to the original payment method. After we issue the refund, your bank or payment provider may require additional processing time before the funds appear in your account.

7. Exchanges

We do not currently process direct product or colour exchanges.

If you would like another colour or product, please:

1. return the original product in accordance with this policy; and
2. place a new order through the Tuvu online store.

This helps ensure that your preferred product is available and can be dispatched without waiting for the original return to arrive.

8. Incorrect, Damaged or Defective Products

If you receive an incorrect, damaged, unsafe or defective product, contact us promptly at hello@tuvucarriers.com.

Please include:

• your name;
• order number;
• a description of the issue; and
• photographs of the product and packaging, where reasonably possible.

Do not continue using a carrier if its seams, straps, buckles or other components appear damaged or unsafe.

Where the product is confirmed to be incorrect, damaged or non-conforming, Tuvu will cover the reasonable return costs and provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, this may include:

• repair;
• replacement;
• a price reduction; or
• cancellation of the purchase and a refund.

For consumers, a claim regarding product non-conformity may be submitted within two years from delivery. Under Latvian law, the claim should be submitted within two months after the non-conformity is discovered.

Normal wear and tear, accidental damage, improper washing, alteration, misuse or failure to follow the supplied safety and care instructions does not normally constitute product non-conformity.

9. Sale and Promotional Products

Products purchased during a sale or promotion have the same statutory return and conformity rights as full-price products.

The refund will be based on the amount actually paid after any discount was applied.

Discount codes used for the original purchase will not normally be reissued after a return.

10. Personalised Products

The 14-day right of withdrawal may not apply to products that have been:

• made to your specifications; or
• clearly personalised for you.

If a product is excluded from the right of withdrawal for this reason, this will be clearly communicated before purchase.

This exception does not apply when the personalised product is defective, damaged, unsafe or does not correspond to what was ordered.

11. Cancelling an Order Before Dispatch

If you wish to cancel or change an order before it has been dispatched, contact us as soon as possible at hello@tuvucarriers.com.

We will try to accommodate your request, but cancellation cannot be guaranteed once order preparation has begun.

If the order has already been dispatched, you may return it in accordance with this policy.

12. Uncollected or Undeliverable Parcels

If a parcel is returned because:

• it was not collected within the delivery provider’s stated period;
• the delivery address was incorrect or incomplete; or
• the delivery provider could not reach the recipient,

we will contact you after receiving it.

Where legally permitted, the reasonable direct costs of unsuccessful delivery and return shipping may be deducted from the refund. Alternatively, you may request redelivery and pay the applicable new delivery charge.

This does not apply where the delivery failed because of an error by Tuvu or the delivery provider.

13. Model Return Notification

You may copy and email the following information to hello@tuvucarriers.com.

Subject: Return request – Order [order number]

I hereby give notice that I wish to withdraw from the purchase of the following product(s):

Product(s):
[Product name and colour]

Order number:
[Order number]

Ordered on:
[Date]

Received on:
[Date]

Customer’s name:
[Full name]

Customer’s address:
[Address]

Date of return request:
[Date]

14. Contact Us

For questions about returns, refunds or defective products, contact:

Luna Creative SIA / Tuvu
Registration number: 40203342995
Email: hello@tuvucarriers.com
Return address: Pernavas street 44-13, Riga, LV-1009, Latvia
Website: www.tuvucarriers.com