Refund policy

We have a 7-day return and refund policy, which means you have 7 days after receiving your parcel to inspect your item and request a return. Once approved, we’ll issue a store credit (discount code) equal to the value of your returned item, which can be used to place a new order for an exchange.

Please note: This policy applies only to purchases made through our official Tuuls website. Items purchased through third-party platforms, retail stores, or pop-ups are not eligible for return or exchange.

ELIGIBILITY FOR RETURNS (NON-ELECTRONIC ITEMS)

Your order will be eligible for a refund or return if any of the following condition(s) are met:

• Item received is either defected, or damaged;
• Item received is incorrect;
• Item purchased sizing is not suitable (if applicable);

If you feel that any of the conditions above are met, please proceed with the REFUND & EXCHANGE PROCESS below. Please note that the following process is only applicable to purchases from Tuuls's website. Purchases through other means such as third party platforms, partnership retail stores and pop-up stores are not eligible for a refund or return.

*All sale items are final and are not eligible for refunds and exchanges.

RETURNS FOR ELECTRONIC ITEMS (e.g. Electric Toothbrushes)

Due to hygiene and safety reasons, we do not accept returns or exchanges on opened electronic items unless they are:

• Defective out of the box;
• Damaged in transit;
• Incorrect item sent.

If your electronic item is faulty within the warranty period, please proceed with a warranty claim (see below).

WARRANTY FOR ELECTRONICS

All Tuuls electric toothbrushes come with a 1-year limited warranty from the date of purchase. To activate your warranty, please register your product within 30 days of receiving it.

Warranty covers:

• Manufacturer defects
• Malfunctions not caused by misuse or damage

Learn more and submit a claim via our Warranty Registration page.

REFUND & EXCHANGE PROCESS

The Refund & Exchange request is as follows:

Step 1: Fill in the necessary details in our Return Form HERE within 7 days after receiving the parcel. 

Step 2: Please note that submission of your return request does not mean that the request is approved. Once the request has been submitted, we will review and notify you whether your request has been approved or not within 1-3 business days.

FOR MALAYSIAN ORDERS

If your request is approved, we will email you a new airway bill which must be placed into the pocket of your return parcel.

FOR INTERNATIONAL ORDERS

Please reach out to us HERE to proceed further and our team will get back to you shortly. For any international exchange or returns, we do not cover the cost of return postage or insurance. We recommend using a post service with a tracking number.

Step 4: The return parcel is then to be dropped off at your nearest DHL location within 7 days of request approval. If a Return Parcel is dropped off 7-days after the receipt of the new airway bill, the return will be rejected and goods will, unfortunately, not be returned to you.

For a returned item to pass the inspection and qualify for a refund, the returned items must meet all the following conditions:

• Parcel is dropped off within 7 days after receipt of new airway bill (for Malaysian orders) or approval of order (for International Orders);
• Item is still in its original condition with tags attached;
• Item must NOT be soiled, washed, or altered in any way;

Step 5: If your return has been inspected and approved for a refund, we will proceed to issue a discount code equal to the value of your returned item. This code can be used exclusively in our store to place a new order for an exchange. 

EXCEPTIONS / NON-RETURNABLE ITEMS

There are certain items on our online store that cannot be returned. All items purchased on sale are not eligible for refund and exchanges. For other goods, we would have included a disclosure for non-returnable items on the respective product pages. However, if you are unsure about your item, please feel free to get in touch if you have questions or concerns about your specific item.

FURTHER ENQUIRIES

Should you have further enquiries regarding our Refund & Exchange policy, please do contact us here.