Return Policy

At TurtleWings, we value your satisfaction and aim to provide products of exceptional quality. However, we understand that sometimes returns or repairs may be necessary. Here’s a comprehensive overview of our policy.

Eligibility for Returns

Items must be unused and in the same condition as received.
Original packaging is required.
To initiate a return, please contact us within 7 days of receiving your order at support@turtlewings.co.in or +91 8262074190.
Include order details, the reason for return, and supporting images if applicable.
For damaged or defective items, an unboxing video along with the original shipping label is mandatory.
We reserve the right to deny returns if items show signs of use or damage.

Non-Returnable Items

Customized and personalized products, including custom metal prints, are non-returnable unless defective or damaged upon arrival.

Minor Damages & Repairs

Minor bends or scratches not visible from the front view, or that can be easily repaired at home (e.g., soft hammering with cloth for edges), will not be considered eligible for return.
In such cases, we may offer a discount or store credit as a goodwill gesture, but a full return or refund is not applicable.

Damaged or Defective Products

If your order arrives damaged, contact us within 48 hours of delivery at support@turtlewings.co.in or +91 8262074190.
Provide an unboxing video and the original shipping label as proof of damage.
Upon verification, we will offer a replacement or refund.

Custom Order Products

All our products are custom-made and manufactured on order.
We do not offer refunds or accept returns for custom order products.

Damaged Goods

Notify both the delivery agent and us within 24 hours with photographic or video evidence.
An unboxing video and the original shipping label are mandatory for any damage claims.
Failure to provide these within the timeframe will void the claim.

Variations and Discolorations

Due to the hand-rendered nature of the goods, minor variations and slight discolorations may occur.
Screen and printer settings may cause color differences, which are not considered faults.

Inspection and Notification of Defects

Inspect goods upon delivery and notify us within 24 hours of any defects, shortages, or damages.
Failure to notify within this period will be deemed acceptance of the goods.

Refund Process

Once your return is received and inspected, we will send you an email notification.
If approved, your refund will be processed within 5–7 business days to the original payment method.

Custom Order Cancellation

If a custom order has not been dispatched but has already been processed, a service charge may apply.

Neon LED Orders & Warranty

For products that include Neon LED components, the following warranty terms apply:

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

Warranty Conditions

Warranty covers only manufacturing defects — not physical damage, burns, or misuse.
Claims require proof of purchase, photos/videos of the defect, and the original adapter (if applicable).
The customer is responsible for shipping the item back to TurtleWings for warranty evaluation.

New Clause Added (as requested):

In case of non-repairable damage, the customer must ship the product to us at their own expense.
After repair or replacement, TurtleWings will bear the return shipping charges and send the product back to the customer at no additional cost.

Repairs or replacements under warranty will be provided free of charge, though shipping costs (both ways) may apply in certain cases depending on the evaluation outcome.