Returns & Exchanges

How long do I have to request a return or exchange?

You may request a return or exchange within 3 days of delivery or purchase.

What does the warranty NOT cover?

Not covered:

• Normal wear and tear

• Improper washing, handling, or storage

• Accidental damage or misuse

• Natural aging of materials

• Items used or altered beyond intended purpose

• Change of mind

Factory defects will be inspected case-by-case.

Are all items eligible?

Eligible items must be:

• Unworn, unwashed, unused

• Free from stains, odors, and damage

• Complete with original tags and packaging
  

Not eligible for return/exchange:

• Clearance, sale, discounted, or promotional items

• Change-of-mind returns

• Items not in original condition

What if my return is not eligible?

Ineligible returns may be rejected and sent back at your cost.nPlease keep your proof of shipment — you are responsible for the item until received.

How do I request for a return and exchange?

Simply email us at hello@tuelles.com with your:

• Order number

• Confirmation email

• Applies only to online purchases delivered within the Philippines

• Items must include all packaging, tags, and any Gift With Purchase (GWP)

• If a GWP was included and your order no longer qualifies, the GWP must also be returned or charged at market value

• Return shipping costs are shouldered by the customer

• All items are subject to inspection before approval.

• We are not responsible for loss or damage during return shipping.

• Refunds apply to the item(s) purchased only.

• Shipping fees are non-refundable, especially once an order has been processed or shipped.

• Refunds will follow the original payment method.

• If there is any dispute regarding the refund amount, the value on the original purchase invoice will apply.

• Warranty does not cover damage from misuse, improper care, or wear and tear.

• All returns are governed by Philippine law.

• Tuelles’ decisions on returns are final.

TERMS & CONDITIONS

Who shoulders return shipping?

• Customer pays return shipping for regular returns.

• Tuelles covers return shipping for defective or incorrect items.

  • Replacement, repair, or refund will be provided.

  • Issues must be reported within 2 days of receiving your order.

How long does processing take?

Once we receive and inspect your item, processing takes 1–3 business days.

ORDER CANCELLATIONS

Can I cancel my order?

• COD orders: May be cancelled if not yet processed

• Credit/Debit/Online payments: All sales are final and cannot be cancelled

How do I request a cancellation?

Email hello@tuelles.com with the following details

• Order ID

• Payment method

• Reason for cancellation