Terms of Use

01. Scope of These Terms

These Terms apply to:

• your use of the Tuvu Website;
• orders placed through the Tuvu online store;
• payments, delivery, returns and refunds;
• the use of Tuvu products; and
• any related communication between you and Tuvu.

A purchase made through the Website constitutes a distance contract between you and Luna Creative SIA.

Nothing in these Terms limits any mandatory consumer rights granted to you under Latvian law, European Union law or the mandatory consumer protection laws applicable in your country of residence.

2. Customer Eligibility

You must be at least 18 years old or otherwise legally capable of entering into a binding contract to place an order.

By placing an order, you confirm that:

• the information you provide is accurate and complete;
• you are authorised to use the selected payment method; and
• you are purchasing the product for lawful personal use, unless otherwise agreed with us in writing.

You are responsible for reviewing your order, delivery address and contact information before submitting the order.

03. Product Information

We make reasonable efforts to ensure that product descriptions, photographs, colours, measurements, materials, prices and availability information are accurate.

However:

• colours may appear slightly different depending on your screen and lighting;
• handmade or textile products may have minor natural variations;
• measurements may vary slightly; and
• product packaging may be updated without affecting the product’s essential characteristics.

Such minor differences do not constitute non-conformity unless the product materially differs from its description or the characteristics reasonably expected by the Customer.

The product description, safety information, age and weight limits, user manual and care instructions available on the product page or supplied with the product form part of the information provided before purchase.

04. Product Availability

All orders are subject to product availability.

Placing an item in your shopping basket does not reserve it. If a product becomes unavailable after you place an order, we will contact you and offer, where appropriate:

• a suitable replacement, subject to your approval;
• a revised delivery date; or
• cancellation and a full refund.

We will never substitute a product without your agreement.

05. Prices

All prices are displayed in euros (EUR), unless another currency is expressly indicated.

Prices shown to consumers include all applicable taxes that we are legally required to include. Delivery charges and any other applicable costs will be displayed before you submit an order.

For deliveries outside the European Union, customs duties, import taxes, handling fees or local charges may be imposed by the destination country. Unless expressly stated otherwise at checkout, these charges are not included in the purchase price and must be paid by the recipient.

We reserve the right to change prices at any time. A price change will not affect an order that we have already accepted.

If an obvious pricing or technical error occurs, we will inform you before accepting the order. You may then confirm the order at the correct price or cancel it without charge.

6. Placing an Order

To place an order, you must:

1. select the desired product;
2. add it to your shopping basket;
3. enter the requested contact and delivery information;
4. choose an available delivery and payment method;
5. review the total price and order information;
6. accept these Terms; and
7. select the button confirming that the order creates an obligation to pay.

You may correct input errors before submitting the order.

After receiving your order, we will send an electronic acknowledgement to the email address provided by you. The purchase contract is concluded when we confirm that your order has been accepted.

Please retain your order confirmation and these Terms for future reference.

07. Order Cancellation Before Dispatch

If you wish to cancel or amend 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 we cannot guarantee that an order can be changed or cancelled once fulfilment has started.

If the order has already been dispatched, you may use your statutory right of withdrawal described below.

08. Payment

Available payment methods are displayed at checkout.

Payment must be completed using one of the available payment methods. By submitting payment details, you confirm that you are authorised to use the selected method.

Payments may be processed by an independent payment service provider. We do not receive or store complete payment card details where payment is handled directly by that provider.

If payment is declined, cancelled or cannot be verified, we may suspend or cancel the order.

Any refund will normally be made using the same payment method used for the original purchase unless you expressly agree otherwise.

09. Discount Codes and Promotions

Discount codes:

• must be used before their stated expiry date;
• may be subject to additional promotion-specific conditions;
• cannot be exchanged for cash;
• cannot normally be applied retrospectively; and
• may not be combined unless expressly stated otherwise.

We may refuse or cancel the use of a discount code if it has been obtained or used fraudulently, unlawfully or contrary to its stated conditions.

Mandatory consumer rights also apply to discounted products.

10. Order Processing and Delivery

Orders are normally prepared for dispatch within 1-5 business days after payment is confirmed.

We deliver using the methods available at checkout, which may include Omniva, DPD, Unisend, Latvijas Pasts or another delivery provider.

Available delivery methods, costs and estimated delivery times depend on the destination and will be displayed before you complete the purchase.

Delivery times are estimates unless a specific delivery date has been expressly agreed. Unless otherwise agreed, the order will be delivered no later than 30 days after conclusion of the contract.

During holidays, promotional periods, adverse weather, customs processing or other exceptional circumstances, delivery may take longer. We will inform you if we become aware of a significant delay.

11. Delivery Address and Uncollected Orders

You are responsible for providing a complete and accurate delivery address, telephone number and email address.

If an order cannot be delivered because the address is incorrect or incomplete, the recipient is unavailable, or the parcel is not collected within the carrier’s stated period, the parcel may be returned to us.

Where legally permitted, we may deduct the reasonable direct costs of the unsuccessful delivery and return from any refund. We will contact you before arranging a new shipment, which may require payment of an additional delivery charge.

This does not apply where the failure occurred because of our error or the delivery provider’s error.

12. Transfer of Risk

We remain responsible for the order until it is delivered to you or to a third party designated by you, other than the delivery provider.

If you independently appoint a delivery provider that was not offered by us, risk may transfer when the goods are handed to that provider, as permitted by applicable law.

Please inspect the parcel after delivery. If it appears damaged, take photographs of the packaging and product and contact us promptly at hello@tuvucarriers.com.

A delay in reporting delivery damage does not remove your statutory rights.

13. Right of Withdrawal

If you are a consumer, you generally have the right to withdraw from the distance contract within 14 days without giving a reason.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receives the product.

If one order is delivered in several separate shipments, the period begins on the day you receive the final product or final part of the order.

To exercise the right of withdrawal, you must inform us of your decision before the withdrawal period expires by sending a clear statement to:

Luna Creative SIA / Tuvu
Email: hello@tuvucarriers.com
Postal address: Pernavas street 44-13, Riga, LV-1009, Latvia

You may use the Model Withdrawal Form at the end of these Terms, but its use is not mandatory.

It is sufficient that you send your withdrawal notification before the 14-day period expires.

14. Returning a Product After Withdrawal

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

Returns must be sent to:

Tuvu Returns
Luna Creative, SIA
Pernavas street 44-13, Riga, LV-1009, Latvia
+371 26099239

Unless we agree otherwise, you are responsible for the direct cost of returning the product.

Please package the product securely and use a traceable delivery method. Keep proof of postage until the return and refund have been completed.

We do not accept returns sent with cash on delivery or other charges payable by the recipient unless agreed in advance.

15. Condition of Returned Products

You may inspect and handle the product only to the extent necessary to establish its nature, characteristics and functioning, in the same way you would reasonably be permitted to examine it in a physical shop.

You may be responsible for any reduction in value caused by handling beyond what is necessary for this purpose.

When possible, please return the product:

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

The absence of original packaging alone does not remove your statutory right of withdrawal. However, missing items, damage, washing or use beyond reasonable inspection may result in a deduction reflecting the actual reduction in the product’s value.

16. Refunds After Withdrawal

If you validly withdraw from the contract, we will refund:

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

If you selected a more expensive delivery option, such as express delivery, we are not required to refund the additional amount above the standard delivery cost.

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 back,

whichever occurs first.

The refund will be made using the original payment method unless you expressly agree otherwise. You will not be charged a refund fee by us.

17. Exceptions to the Right of Withdrawal

The statutory right of withdrawal may not apply to goods that:

• have been made to the Customer’s specifications;
• are clearly personalised; or
• fall within another exception established by applicable law.

Any applicable exception will be clearly communicated before purchase.

This section does not limit your rights if a product is defective, unsafe, damaged or does not conform to the contract.

18. Incorrect, Damaged or Non-Conforming Products

If you receive an incorrect, damaged, unsafe or non-conforming product, contact us at hello@tuvucarriers.com and include:

• your name and order number;
• a description of the issue; and
• photographs or other relevant evidence, where reasonably available.

For products purchased by consumers, we are responsible for non-conformity existing when the product was delivered and becoming apparent within the period established by applicable law.

Under Latvian consumer law, a consumer may submit a claim regarding non-conformity within two years from delivery and should submit the claim within two months after discovering it.

Depending on the circumstances and applicable law, you may first request:

• repair of the product; or
• replacement of the product,

free of charge and within a reasonable time, unless the selected remedy is impossible or disproportionate.

Where repair or replacement is unavailable, not completed within a reasonable time or would cause significant inconvenience, you may be entitled to:

• an appropriate price reduction; or
• termination of the contract and a refund, except where the non-conformity is minor.

We will cover reasonable return and redelivery costs for products confirmed to be incorrect, damaged or non-conforming.

Normal wear and tear, accidental damage or damage caused by use contrary to the supplied instructions and warnings does not constitute product non-conformity. This does not affect any rights that cannot lawfully be excluded.

19. Important Product Safety Requirements

The Tuvu Baby & Toddler Hip Carrier is a supportive hip carrier. It is not designed to provide hands-free carrying.

The carrier is intended only for one child who:

• is at least 9 months old;
• weighs approximately 9–20 kg (20–44 lb);
• can sit unaided for the duration of the intended use; and
• can hold their head upright independently.

Always follow the user manual and safety instructions supplied with the product.

In particular:

• always keep one arm securely around the child;
• constantly monitor the child;
• keep the child’s nose and mouth unobstructed;
• ensure the child’s chin is not resting against their chest;
• position the child securely in the recommended “M position”;
• ensure all buckles, straps and adjustments are secure;
• inspect the carrier before every use;
• stop using it immediately if seams, straps, buckles or other components are damaged;
• use the carrier only while walking, standing or sitting;
• bend at the knees rather than the waist;
• keep the carrier away from fire, hot surfaces, hot liquids and chemicals;
• never leave a child unattended in or with the carrier;
• never allow a child to sleep in the carrier;
• never use the carrier while cooking;
• never use it during sports or exercise;
• never use it in water;
• never use it while riding a bicycle;
• never use it in a vehicle or on another moving platform; and
• never use it while impaired by alcohol, drugs, drowsiness or a medical condition affecting balance.

Take regular breaks and check that the child remains comfortable and protected from heat, cold and direct sunlight.

For premature or low-birthweight children, children with medical conditions, or children younger than one year, consult a qualified healthcare professional before using the carrier.

If you are pregnant or have a medical condition that may affect safe use, consult your healthcare professional before using the carrier.

Failure to follow the supplied instructions and warnings may cause serious injury.

20. Product Care

Follow the care symbols on the product label and the care instructions supplied with the carrier.

Unless the product label states otherwise:

• hand wash gently in lukewarm water;
• use a mild liquid detergent;
• do not use optical brighteners;
• rinse thoroughly;
• do not wring;
• gently press out excess water;
• blot remaining moisture with a towel; and
• line dry in the shade.

Improper washing, alteration, misuse or failure to follow the care instructions may damage the product and may affect claims concerning damage caused by such improper care. This does not limit statutory rights regarding defects that were already present when the product was delivered.

21. Website Use

You may use the Website only for lawful personal purposes.

You must not:

• interfere with the Website’s operation or security;
• introduce viruses, malicious code or other harmful material;
• attempt unauthorised access to the Website or related systems;
• use automated systems to extract or copy Website content without permission;
• impersonate another person;
• submit false or misleading information;
• use the Website for fraudulent purposes; or
• infringe our intellectual property or the rights of another person.

We may restrict access to the Website where reasonably necessary to protect its security, operation, users or our legal rights.

22. Intellectual Property

Unless otherwise stated, the Website and its contents—including the Tuvu name, branding, logo, product photographs, illustrations, graphics, text, designs, videos and layout—are owned by or licensed to Luna Creative SIA and are protected by intellectual property laws.

You may view and make limited personal use of the Website. You may not reproduce, modify, distribute, sell, publish or commercially use its content without our prior written permission.

Sharing a link to the Website for lawful, non-commercial purposes is permitted, provided it does not misrepresent your relationship with Tuvu.

23. Third-Party Services and Links

The Website may contain links to third-party websites or use third-party services, including payment and delivery providers.

We are not responsible for third-party websites that we do not control. Your use of those services may be subject to the relevant provider’s own terms and privacy policy.

Nothing in this section limits our responsibility for the actions of delivery or payment providers where applicable consumer law makes us responsible.

24. Website Availability

We aim to keep the Website accurate, secure and available, but we cannot guarantee uninterrupted access.

We may temporarily suspend access for maintenance, security updates or circumstances beyond our reasonable control.

We may update, modify or discontinue Website features, provided this does not affect orders or contracts already accepted and does not limit mandatory consumer rights.

25. Personal Data and Cookies

We process personal data in accordance with our Privacy Policy, available at www.tuvucarriers.com/privacy-policy.

Information about cookies and similar technologies is available in our Cookie Policy, at www.tuvucarriers.com/cookie-policy, and through the cookie preference tool available on the Website.

26. Liability

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• defective or unsafe products where liability is imposed by law;
• intentional misconduct or gross negligence; or
• breach of mandatory consumer rights.

To the extent permitted by law, we are not responsible for losses caused solely by:

• misuse of a product;
• failure to follow the supplied safety or care instructions;
• unauthorised alteration of a product;
• inaccurate information supplied by the Customer; or
• events outside our reasonable control.

For consumers, we remain responsible for losses that are a foreseeable result of our breach of contract or failure to exercise reasonable care.

We are not responsible for business losses where a product was purchased solely for personal consumer use.

27. Events Outside Our Reasonable Control

We will not be responsible for delay or failure caused by events outside our reasonable control, such as natural disasters, war, civil unrest, strikes, epidemics, government restrictions, major transport disruptions or failures of communications infrastructure.

This section does not remove your right to cancel an order or receive a refund where such a right arises under applicable law.

28. Complaints

If you have a question or complaint, please contact us first:

Luna Creative SIA / Tuvu
Email: hello@tuvucarriers.com
Postal address: Pernavas street 44-13, Riga, LV-1009, Latvia

Please include your order number and a clear description of the issue.

We will try to resolve complaints through good-faith negotiation and will provide a response or proposed solution within 15 working days where required by Latvian law. If we reject a complaint, we will provide reasons.

If a consumer dispute cannot be resolved directly, you may contact:

Consumer Rights Protection Centre of Latvia (PTAC/CRPC)
Brīvības iela 55
Rīga, LV-1010
Latvia
Email: pasts@ptac.gov.lv
Telephone: +371 65452554
Website: www.ptac.gov.lv

You may also apply to the Consumer Dispute Resolution Commission or another competent out-of-court dispute resolution body, subject to its applicable rules.

The former European Commission Online Dispute Resolution platform was discontinued on 20 July 2025 and is therefore not included in these Terms.

29. Governing Law and Jurisdiction

These Terms and contracts concluded through the Website are governed by the laws of the Republic of Latvia.

If you are a consumer residing in another country, this choice of law does not deprive you of mandatory consumer protections provided by the law of your country of residence.

Disputes may be brought before the competent courts in accordance with applicable consumer protection and jurisdiction rules.

30. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be applied to the maximum extent permitted or removed where necessary.

The remaining provisions will continue to apply.

31. Changes to These Terms

We may update these Terms to reflect changes to our Website, products, business practices or legal obligations.

The version applicable to an order is the version made available when the order was placed. Changes will not apply retroactively to an already concluded purchase contract unless required by law or expressly agreed with you.

The date of the latest update is shown at the beginning of this page.

32. Contact Information

For questions about these Terms, orders, returns or products, contact:

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

Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract. You may also send us another clear written statement containing the same information.

To:
Luna Creative SIA / Tuvu
Address: Pernavas iela 44-13, Riga, LV-1009, Latvia
Email: hello@tuvucarriers.com

I/We hereby give notice that I/we withdraw from the contract for the purchase of the following goods:

Product(s):

Order number:

Ordered on:

Received on:

Name of consumer(s):

Address of consumer(s):

Email address:

Signature of consumer(s):

Required only if this form is submitted on paper.

Date: