Refund policy
RETURNS & REFUNDS
We hope you love your Friendly Turtle order. If something isn’t right, please contact us and we’ll do our best to help.
Returns
For most eligible online purchases, you can let us know that you wish to return an item within 14 days of receiving your order.
Once you have notified us, you should return the eligible item within the following 14 days.
Some products are excluded from change-of-mind returns, particularly where hygiene, health, personal care or product safety requirements apply.
This policy does not affect your statutory rights.
How to Start a Return
Please contact us before sending anything back.
Email hello@friendlyturtle.com with:
- Your order number
- The item you would like to return
- The reason for the return
We’ll confirm whether the item is eligible and provide the appropriate next steps.
Please do not return products without contacting us first.
Return Condition
Where applicable, returned products should be in an as-new condition, with their original packaging, accessories and seals intact.
You may inspect an eligible product as you reasonably would in a shop, but a refund may be reduced if an item has been used or handled beyond what is necessary to establish its nature, characteristics and function.
Hygiene & Personal Care Products
For health and hygiene reasons, certain products cannot be returned once their protective seal has been removed.
This can include opened or used:
- Personal hygiene products
- Skincare and cosmetics
- Other sealed products where return would be unsuitable for health or hygiene reasons
If you are unsure whether your item can be returned, please contact us before opening or sending it back.
These exclusions do not affect your rights if an item is faulty, damaged or not as described.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible at hello@friendlyturtle.com.
Please include your order number and, where possible, photographs showing the issue. This helps us investigate and resolve the problem more quickly.
Depending on the circumstances, we’ll arrange an appropriate refund, replacement or other remedy.
Your statutory consumer rights are not affected. UK consumer law requires retailers to provide appropriate remedies where goods are faulty, not as described or not fit for purpose.
Refunds
Once an eligible return has been received and checked, we’ll process the refund back to your original payment method.
Please allow your bank or payment provider additional time to display the refund after it has been processed.
For eligible statutory cancellations, any standard outbound delivery charge that you paid will also be refunded. If you chose a more expensive delivery method, such as express delivery, we are only required to refund up to the cost of the standard delivery option.
Refunds for returned goods will be processed within the applicable legal timeframe.
Buy Now, Pay Later Orders
If you paid using a Buy Now, Pay Later provider, approved refunds will be returned through the same payment provider.
Depending on whether the refund is full or partial, future instalments may be adjusted or cancelled and any amount already paid may be returned according to the provider’s procedures.
Processing times can vary between payment providers.
Incorrect or Incomplete Delivery Addresses
Customers are responsible for entering a complete and accurate delivery address when placing an order.
If you notice an error, please contact us as soon as possible. We’ll try to help if the order has not yet been dispatched.
If a parcel is returned to us because the address supplied was incorrect or incomplete, we can arrange redelivery subject to an additional delivery charge.
Alternatively, if a refund is requested after the parcel is returned to us, the original delivery charge may be deducted where appropriate.
If a parcel has already been delivered to an incorrect address supplied during checkout, we may not be able to recover or resend the order.
Orders Returned by the Courier
If an order is returned to us by the courier because it was refused, unclaimed or could not be delivered due to the address supplied, we’ll contact you once it has been received back.
You can then choose, where available, between:
- Redelivery, subject to the applicable delivery charge; or
- A refund, with the original delivery cost deducted where appropriate.
Allergies & Skin Sensitivities
Everyone’s skin and sensitivities are different, so we recommend carefully reviewing the ingredients and product information before use.
For skincare and cosmetic products, we recommend performing a patch test before full use, particularly if you have sensitive skin or known allergies.
If irritation or an unexpected reaction occurs, discontinue use and seek appropriate medical advice if necessary.
If you believe a product is faulty, incorrectly labelled or not as described, please contact us. Nothing in this section limits your statutory consumer rights.
Need Help?
If you have any questions about a return, refund or problem with your order, please contact:
We’ll be happy to help.
