RETURNS & REFUNDS

During Turtle 4 Days Shopping festival if bundle discount is availed and a return happens of any of the products of the bundle only product discount will be given to the customer and settled off with the refund/store credit amount of the returned product.

For any special offers, coupons or discounts, items purchased using the special coupon are non-refundable, but returnable/exchangeable. No discount will be provided on the on exchange of the products. The exchanged products have to be purchased on actual price.

The color of the actual product may slightly differ due to the difference in light, especially in handwoven shirts.

The below mentioned policies may or may not apply during special offers. The terms & conditions of the particular offer shall be applicable.

At www.turtleonline.in we offer an EASY refund and exchange policy. If you are not entirely satisfied with your purchase, you may return/ exchange items bought from www.turtleonline.in.

We would like you to have complete peace of mind when buying products from www.turtleonline.in If you are not fully satisfied with your purchase you can return the items to us within 30 days of placing the order.

Please note, the exclusive perfume deo combo pack is non-returnable.

We assure you a 100% refund (excluding shipping charges, if any) in case of returns within 30 days of placing the order for orders paid by debit/credit card or through net banking. In case of COD, we will provide you with Credit worth the purchase amount (excluding shipping charges, if any) valid for 3 months. We cannot refund in cash/cheque for COD orders.

Refund will not be applicable on special offers.

Under no circumstance the refund amount may exceed the amount orginally paid by the customer. There can be no claims for late delivery, cancellation of oreder, no delivery etc. Please note, from 1st November 2017 all the store credits issued will be valid for 3 months.

If return is opted for an item in an invoice in which coupon was availed, the amount of the coupon will not be adjusted and neither will the coupon be reusable. This rule applies on partial return as well against such invoices.

Please note : In case of partial return of bundle order, shipping/COD charges will be imposed and adjusted with the returned price.

You can cancel an order placed with us by dropping in a mail at onlinesupport@turtlelimited.com or giving us a call at (033) 26775311 – 18 (8 Lines).

We will cancel any order which remains undelivered due to the unavailability of the customer if the customer does not reach out to us within 7 days of the attempted delivery. The due amount will be refunded to the customer after deducting shipping charges.

We would also be cancelling any Gift Voucher purchases for orders where the customer is not available for accepting the delivery and does not reach out to us within 7 days of the attempted delivery. The GV will be considered void if the customer fails to reach us within the validity period of the GV. Any amount paid to us would be refunded after deducting shipping charges.

A fresh order would have to be placed in case of all cancelled orders.

We offer free and easy returns through our pickup service. You do not have to bear any courier charges for returning the products for the first time.

Please note: In case a customer returns the products to the Turtle warehouse or HO without being asked to, Turtle is not responsible for reimbursing any courier charges to them. 

In an unfortunate circumstance, if you need to return/exchange a product already returned/exchanged once, you will just have to courier it to us at Turtle Limited head office at the following address :

TURTLE LIMITED  Lemon Fresh | Block 2 | 3rd Floor | 29/1 Kalabagan Lane | Howrah - 711104 | India The product will not be deemed returned until it reaches our office safely. Once we receive the product back and it passes the quality check, a fresh store credit will be issued to you. Please Note : Any kind of refund will not be made for a second time return. Any kind of return/replacement request for the third time will not be entertained.

Make sure to keep with you the docket details provided by the courier partner during product return for future reference.

Yes, of course! If you are not fully satisfied with the product you bought, or wish to exchange it for a different size, you can put in an exchange request with us at onlinesupport@turtlelimited.com within 30 days of placing the order.

Exchange can be made for any order value. For prepaid orders, the remaining amount will be given as credit or through refund to the bank through which the transaction was made. You can choose the mode of refund and mention that in the Exchange mail request.

For COD orders, any extra amount will be given by way of Credit ONLY. Partial refund in cash/cheque/bank transfer cannot be made for COD orders.

If you wish to exchange a product, just drop us an email at onlinesupport@turtlelimited.com with the details of your order:

§ Order no.

§ Product code of the product you wish to exchange

§ Product code of the product you want in exchange for the previous product along with the Size and Fit.

§ Reason for exchange (if any – not compulsory)

§ State whether you want credit or refund for extra amount if any – Only for prepaid orders.

We will initiate a pick up request and arrange for the product to be picked up within 2-3 days of placing the request.

Please do ensure your availability and the package being ready for handing over the return to the pickup team. On pickup, you will be receiving a receipt with the tracking no. of your returns consignment. Please retain this till we confirm receipt of your consignment.

Once your order reaches our warehouse, after following the necessary QC procedures, we will initiate the dispatch of exchanged product.

The exchange will only be made if the returned product is found in the condition it was sent without being used and is passed through our QC to check. No refund/exchange will be issued if the products are found to have been used or damaged in any way by the customer.

If you wish to exchange a product, just drop us an email at onlinesupport@turtlelimited.com with the details of your order:

§ Order no.

§ Product code of the product you wish to return

§ Reason for exchange (if any – not compulsory)

§ Mode of refund – refund or credit (in case of prepaid orders)

We will initiate a pick up request and arrange for the product to be picked up within 2-3 days of placing the request.

Please do ensure your availability and the package being ready for handing over the return to the pickup team. On pickup, you will be receiving a receipt with the tracking no. of your returns consignment. Please retain this till we confirm receipt of your consignment.

Once your order reaches our warehouse, after following the necessary QC procedures, we will initiate the refund/credit/ dispatch of exchanged product.

Any refund/exchange will only be made if the return is found in the condition it was sent without and is passed through our QC to check for damages and used products. No refund will be issued if the products are found to have been used or damaged in any way by the customer.

In the unlikely event that any merchandise you have ordered from us is not received in good condition, is damaged or defective, or if merchandise delivered is different from what you had expected, you may return the merchandise for a refund or an exchange.

Please mail us the details of damage – with an image preferably and we will do the necessary check for damages after having it picked up.

We will also refund the shipping charges applicable to that item, if we are unable to exchange or replace the item. The replacement item will be shipped to you at no additional shipping charge.

Exchange can only be made for size in case of Gift Voucher purchases. You cannot exchange the product for a different one. In case we do not have the size of the product, you would be allowed to select another product of the same value only.

It is not possible to place a refund return request against the orders in which you received any gift item, sales promotion item or freebie. However, you can place an exchange/replacement request. 

Before accepting delivery of any merchandise, please ensure that the packaging has not been damaged or tampered with. If you believe that the merchandise is not in good condition, or if the packaging is tampered with or damaged, before accepting delivery of the goods, please refuse to take delivery of the package, and e-mail us at onlinesupport@turtlelimited.com, mentioning your order reference number. We shall make our best efforts to ensure that a replacement delivery is made to you at the earliest.

If you request a return/exchange through courier collection, at the time of collecting the merchandise, you will be given a courier Airway Bill, which is to be retained for future reference. Please also keep a copy of the sales invoice for future reference, before handing over the return merchandise and original sales invoice to the courier. We will send the original invoice back to you through courier, after processing your return/exchange request.

Any refund against a return request made to www.turtleonline.in, customer support, and collected by courier from the delivery address where the item was originally delivered, shall be processed only upon receipt of the merchandise along with the original sales invoice.

Refunds of payments charged to the Card holder’s credit card will only be credited back to the Card holder’s credit card account, which was used to pay for the original order. Please note that we shall not be responsible for any delays in credit to the Card holder’s credit card account as that is managed by the Card holder’s issuing bank.

Any order which has been partially refunded once will not be refunded for the second time, a store credit will instead be issued, no matter what the original mode of payment was.

Please make sure that the following address is clearly printed/written on your returns parcel in case of pickup:

Turtle Limited (Warehouse) Sankrail Industrial Park, Near Dhulagarh Toll Plaza, Howrah - 711302 (Phone - 033-65000447)

DELIVERY RALATED


The shipping address provided at the time of order will be attempted for delivery by the courier partner. Turtle's courier partner is only liable to provide the customer with a proof of delivery/digital signature of the recipient. They shall not match the receiver's name with the name on the invoice.

Please mail us anytime at onlinesupport@turtlelimited.com or call us at (033) 26775311 – 18 (8 Lines) (10.00am-6.00pm IST from Monday – Friday) (10:00 am – 3:00 pm on Saturdays), if you have any queries or concerns about our returns and exchange policy.