1. Returns & Refunds

1.1. Right of Withdrawal (BGB § 355)

According to the German Civil Code (BGB) § 355, customers have the right to withdraw their order within 14 calendar days after receiving the goods without giving any reason.

To exercise this right of withdrawal, you must inform us of your decision by sending an email to klientypl@tufishop.com.ua and provide your order details.

1.2. Return Procedure

To return an item, the customer must first contact our customer service by email or phone to arrange the return.

The item must:

• Be returned within 14 days after notifying the withdrawal.

• Be unused, in intact condition, and in the original packaging.

• Not be damaged (unless the item is defective or incorrectly delivered).

The customer bears the return shipping costs unless the item is defective or incorrectly delivered.

Important! If the packaging has been opened, a partial refund may be issued depending on the condition of the item.

1.3. Processing the Refund

After receiving the returned goods, we will process the refund within 14 working days and refund the amount to the same payment method used for the original purchase.

1.4. Proof of Purchase

The customer must present a receipt or invoice as proof of purchase when returning the item.

2. Complaints & Defective Items

2.1. When can you file a complaint?

A complaint can be filed if:

• The item has a manufacturing defect.

• The item was damaged during transport.

• The item does not match the description.

According to the German Civil Code (BGB) § 437, customers have the right to file complaints about defective goods within 2 years from the purchase date.

2.2. Complaint Procedure
To file a complaint, please send an email to klientypl@tufishop.com.ua with the following information:

• Order number.

• Description of the defect or problem.

• Photos or other evidence of the defect (if available).

• Desired resolution of the complaint (exchange, repair, or refund).

We will review your complaint within 14 working days. If the complaint is accepted, you will receive either an exchange, repair, or refund according to your preference.

2.3. Who covers the return shipping costs?

If the complaint is accepted, Tufishop Germany will cover the return shipping costs.
If the item is not defective and the return is based on the customer's request, the customer bears the shipping costs.

3. Contact Information for Returns & Complaints

Email: klientypl@tufishop.com.ua
Phone: Poland (WhatsApp) +48 78 016 48 69

Final Provisions

This return and complaint policy complies with the applicable German laws, especially the German Civil Code (BGB), and applies to all purchases made at Tufishop Germany.

Thank you for shopping at Tufishop Germany!