Refund policy
Returns & Refunds:
If your order is returned by the courier due to reasons such as not being called for, refusal, or having an incorrect address, once it's back with us, you'll receive a refund minus the original shipping cost. Refunds may take 7 to 9 working days to process and appear in your account.
Incorrect Delivery Addresses:
Customers are responsible for entering delivery addresses. We do not assume responsibility for incorrect entries as we lack control over them. If a parcel is delivered to the wrong address due to customer input, we cannot resend it. However, if the parcel is returned to us, we can resend it to the customer upon their agreement to cover the redelivery cost.
If you encounter any issues or are dissatisfied with your order for any reason, please reach out to us promptly. We're committed to finding a solution. However, please note that we cannot accept returns of used products due to personal preferences like smell, taste, or texture. This policy is at the discretion of the company, so please contact us before returning any products.
We can only accept certain items returned within 14 days of the order being placed.
If you have any questions about your order, please let us know within 24 hours of receiving it.
Due to hygiene reasons, there are many products we cannot accept returns for. Please contact us before sending any products back to us.
If you wish to return a product please email us at hello@friendlyturtle.com with the three things below;
- Order Reference Number
- Name of the item you would like to return
- Reason for returning
We do ask if you are not entirely satisfied with your product to please return in ‘as new’ condition in its sealed, original packaging. As soon as we have received your returned item we will process your refund, and this can take up to 9 – 14 business days before the refund is complete.
Made your payment with a Buy Now Pay Later method and need a refund? No problem. For partial refunds, any upcoming/pending payments will be cancelled first, and the left over amount will then be refunded back to your card within 7-9 business days. For full refunds, any funds will be transferred back to the card used within 7-9 business days.
Due to the nature of some of our products, we are not always able to accept everything back due to hygiene reasons. The same applies to opened and used personal hygiene and skincare products. If you are having issues with your new product, then please get in touch and we will do everything that we can to find a solution for you.
Allergy Policy:
We want your experience with our products to be amazing. However, everyone's skin reacts differently, and while rare, skin reactions can occur with skincare products. Therefore, we cannot be held responsible for any reactions, as they are dependent on individual skin sensitivities rather than product quality.
We always advise performing a patch test and waiting 24 hours before using any skincare or cosmetic product. If an allergic reaction occurs, discontinue use immediately and seek medical advice if necessary. Please carefully review the ingredient list on the product page to ensure you are not allergic to any specific ingredient.
If you still have questions, please don’t hesitate to get in touch with us at hello@friendlyturtle.com
