Refund policy

Refund and Return Policy

Thank you for shopping with Túffenup Skincare. We want you to be completely satisfied with your purchase. Because we specialize in personal care products, we maintain strict safety and hygiene standards to protect all of our customers.

1. 14-Day Return Window

We offer a 14-day return policy, which means you have 14 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: unused, unopened, and securely sealed in its original packaging. You will also need the receipt or proof of purchase.

Please note: Due to hygiene and health protection reasons, opened or unsealed skincare products cannot be returned or refunded.

2. How to Start a Return

To initiate a return, please contact our support team directly at support@tuffenupskincare.com with your order number and the reason for your return. If your return meets our eligibility criteria, we will reply with the correct return authorization. Items sent back to us without first requesting a return will not be accepted.

Authorized returns must be shipped directly to your designated regional fulfillment hub:

• For United Kingdom Returns: Túffenup c/o Fulfillment Box, Unit 1, Port One Logistics Park, Blackacre Road, Great Blakenham, IP6 0FL, UK
• For European Union Returns: Túffenup c/o Fulfillment-Box GmbH, Walter-Geerdes-Str. 14, 28307 Bremen, Germany

3. Return Shipping Fees & Logistics

Unless an item arrives damaged, defective, or incorrect, customers are responsible for arranging and paying for their own return shipping postage costs. We highly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item. We do not charge any additional restocking fees.

4. Damages, Faults, and Defective Items

Please inspect your order immediately upon delivery. If the item is defective, damaged, or if you receive the wrong product, contact us within 14 days at support@tuffenupskincare.com with your order number and clear photos of the issue. "Damage" refers specifically to the product or its primary container (e.g., a broken seal or leaking tin). Minor cosmetic wear to the outer shipping box does not qualify as a product fault.

5. Sale Items and Gift Cards

In compliance with United Kingdom and European Union consumer regulations, standard statutory cancellation rights apply to all eligible items. However, we cannot accept returns on digital gift cards.

6. United Kingdom & European Union 14-Day Cooling-Off Period

In accordance with UK and EU consumer protection laws, you have the right to cancel or return your order within 14 days for any reason and without justification. As stated above, due to health and hygiene protection reasons, skincare products must remain unopened, unused, and in their original, sealed packaging to remain eligible for a return.

7. Processing Timelines for Refunds

We will notify you once we have received and inspected your returned parcel to confirm whether the refund has been approved. If approved, you will be automatically refunded via your original payment method within 10 business days. Please note that banks and credit card companies can take additional time to process and post the transaction. If more than 15 business days have passed since your return was approved, please reach out to us at support@tuffenupskincare.com.

8. Contact Information & Corporate Disclosure

• Trade name: Túffenup Skin Care
• Legal entity: Aklima Pty Ltd
• Address: Suite 17, 89-97 Jones Street, Ultimo, NSW 2007
• Country: Australia
• Email: support@tuffenupskincare.com
• ACN: 639 092 756
• ABN: 19 639 092 756
• VAT (UK): 507 7735 72

Regional 3PL Distribution Networks:

UK Distribution & Logistics Hub
Túffenup c/o Fulfillment Box, Unit 1, Port One Logistics Park
Blackacre Road
Great Blakenham, IP6 0FL UK

EU Distribution & Logistics Hub
Túffenup c/o Fulfillment-Box GmbH
Walter-Geerdes-Str. 14
28307 Bremen, Germany