Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, new or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. , forexample, Receipt or e-receipt, T.U.T.A.H account history.
To start a return, you can contact us at Contact Us. Please note that returns will need to be sent to the following address:
Parcel Collect 10301 97768
Harbord Shopping Village
Shop 7 1-3 Moore Road
Freshwater NSW 2096
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at Contact Us.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Your Consumer Rights
Nothing in this policy overrides your rights under Australian Consumer Law or New Zealand’s Consumer Guarantees Act 1993. For more information, see our Consumer Guarantees section.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please Contact Us.
Consumer Guarantees
All T.U.T.A.H products are covered by the Australian Consumer Law and New Zealand Consumer Guarantees Law, which include important protections—like the guarantee that your product will be of acceptable quality. These rights cannot be excluded, and they apply in addition to our refund policy.
If something goes wrong…
If your product doesn’t meet these guarantees, we’ll offer a refund or exchange, depending on the issue:
- Major issue: If the product is unsafe, doesn’t match its description, or isn’t fit for purpose, you can choose a refund or exchange.
- Minor issue: If the fault is minor (e.g. cracked packaging that doesn’t affect use or safety), we’ll offer a refund or exchange at our discretion.
Misuse or accidental damage
If a product has been damaged due to misuse, accident, or abnormal use, consumer guarantees or manufacturer warranties may not apply. In these cases, T.U.T.A.H may decline to offer a refund or exchange.
Proof of purchase
To access a remedy under consumer guarantees, you’ll need to provide valid proof of purchase. Claims must be made within a reasonable timeframe.