Returns and Refund Policy

Effective Date: 15 May 2024

At Tulus Gifts, we prioritise customer satisfaction and aim to ensure your shopping experience is enjoyable. If you're not completely happy with your purchase, we're here to help. Please carefully read our Returns and Refunds Policy, which applies to both local and international customers.


1. Returns

1.1 Eligibility

To qualify for a return, your item must meet the following conditions:

  • The item is unused and in the same condition as when you received it.
  • The original packaging remains intact and undamaged.
  • You provide the receipt or proof of purchase.

1.2 Non-Refundable Situations

We regret that refunds or exchanges cannot be processed if:

  • The product is damaged due to misuse or external factors beyond our control.
  • The product does not meet the eligibility criteria outlined above.

1.3 Return Timeframe

You have 7 calendar days from the date you receive your item to initiate a return. For international customers, this timeframe is extended to 14 calendar days to account for shipping delays. Returns initiated after this period cannot be processed.


2. Initiating a Return

To initiate a return:

  1. Contact Us: Email salam@tulusgifts.com with your order number, the item you wish to return, and the reason for the return.
  2. Receive Instructions: Our customer support team will respond within 3 business days with detailed return instructions.
  3. Ship the Item: Follow the instructions provided and securely package the item to avoid damage during transit.

For international customers, please clearly mark the return package as "RETURNED GOODS" to avoid customs delays or additional charges.

Return Address
Contact us at salam@tulusgifts.com for the return shipping address.


3. Return Shipping Costs

  • Local Returns: Customers are responsible for the cost of shipping the item back to us.
  • International Returns: Customers are responsible for return shipping costs, including any duties or taxes incurred during the return process.

Shipping costs are non-refundable. If your refund is approved, the return shipping cost will be deducted from your refund amount.


4. Refunds

4.1 Inspection and Approval

Once we receive your returned item:

  • We will inspect it to ensure it meets the eligibility criteria.
  • We will notify you of the approval or rejection of your refund.

4.2 Processing Refunds

If approved, refunds will be processed to your original payment method. The time required for the refund to appear in your account depends on your payment provider's policies.


5. Exchanges

We only replace items if:

  • They are defective or damaged.
  • The wrong item was delivered.

For exchanges, email salam@tulusgifts.com with your order number and details about the defect or damage. We will provide further instructions on how to proceed.


6. Fair Policy

We strive to ensure fairness for both our customers and our business. Returns, refunds, and exchanges are handled promptly and transparently to create a positive experience.


7. Contact Information

If you have any questions or require assistance with your return, refund, or exchange, please contact us:

Thank you for choosing Tulus Gifts! We value your trust and are committed to providing you with high-quality products and excellent service.