Return Policy

Return & Refund Policy – TurtleWings

At TurtleWings, every product is made to order. We take quality seriously and will always support you if something arrives damaged, defective, incorrect, or incomplete.

1) Important Timelines

Any Claim (damage/defect/wrong item/missing item/shortage):
You must contact us within 48 hours of delivery.

Return Request (only for eligible items):
You must contact us within 7 days of delivery.

Contact:
📧 support@turtlewings.co.in
📞 +91 8262074190

2) Unboxing Video is Mandatory (For Every Claim)

To process any claim, the unboxing video is compulsory.

Your unboxing video must show:

The package from all sides before opening
The shipping label / AWB label clearly visible
The entire unboxing in one continuous video
The product condition immediately after opening

If an unboxing video is not provided, the claim may be rejected (including damage, defect, wrong item, missing item, or return requests).

3) What You Must Share to Raise a Claim

Please share the following:

Order number
Reason for claim
Clear photos/video of the issue
Unboxing video (mandatory)
Photo of the shipping label / AWB label

4) Eligible Returns (Only If All Conditions Match)

A product may be eligible for return only if:

It is unused
It is in original condition
It is returned in original packaging
The request is raised within 7 days of delivery
The item is not customised/personalised (see below)
Unboxing video is provided (mandatory)

5) Non-Returnable Items

These items are not eligible for return or refund unless they arrive damaged/defective and you provide the mandatory unboxing video:

Customised / personalised products (including custom metal prints)
Made-to-order designs created specifically for you

6) Damaged, Defective, Wrong, or Missing Products

If your order arrives:

damaged,
defective,
incorrect,
or incomplete/missing items,

After verification, we will offer one of the following (based on the case):

Replacement, or
Refund (only if replacement is not possible)

Refunds are processed to the original payment method.

7) Minor Issues Not Eligible for Return/Refund

Some minor issues do not qualify for return/refund, such as:

Very small bends/scratches that are not visible from the front
Minor edge bends that can be corrected safely at home
Normal small variations due to printing/finishing

In such cases, we may offer a partial refund / discount / store credit as a goodwill gesture, depending on the situation.

8) Colour Variation Disclaimer

Colours may look slightly different due to screen brightness, display settings, and printing differences.
Minor colour differences are not considered defects.

9) Refund Process (If Approved)

If a return is approved and received:

We will email you the approval status after inspection.
If approved, refunds are processed within 5–7 business days to the original payment method.

10) Custom Order Cancellation

Because products are processed and made to order:

If your custom order is already processed, a service/processing charge may apply even if it hasn’t been dispatched.
If the order is already shipped, cancellation is not possible.

Neon LED Orders – Warranty & Support

Warranty Period

Component	Warranty
Print	10 years (indoor use)
Neon LED	1 year from delivery
Adapter	1 month from delivery

Warranty Coverage

Warranty covers manufacturing defects only. It does not cover:

Physical damage
Burns, cuts, water damage
Mishandling or improper installation

To claim warranty, you must provide:

Proof of purchase
Photos/video of the defect
Unboxing video (mandatory if the issue is noticed at delivery)
Original adapter (if applicable)

Shipping for Warranty / Repairs

If the issue is not repairable at home, the customer must ship the product to TurtleWings at their own expense for evaluation.
After repair or replacement, TurtleWings will bear the return shipping and send the product back at no additional cost.

(Shipping charges in special cases may depend on evaluation outcome.)