Refund Policy
Thanks for purchasing products from us!
In order to be eligible for a refund or a reshipment, your request, complete will all the information required, must arrive to the following email address [email protected] within 3 days after the product was delivered, (according to the date indicated by the forwarder), or 30 days after shipment in case of untraceable delivery. Should the above conditions not be met, the request will not be processed. Follow the instructions available at the end of this policy to apply for a refund/reshipment.
BY APPLYING FOR A REFUND OR A RESHIPMENT, YOU ACCEPT THE REFUND POLICY IN ALL ITS PARTS.
Different issues can occur during the process and please find following how to proceed in each situation:
DOA (DEAD ON ARRIVAL)
If the product arrives broken or is not working, please contact us within 3 days from the delivery of the product and follow the application instructions at the bottom of the page. Complete the application with the data required indicated at the end of this policy and email it to us within the indicated timeframe. The 3 days start from the delivery date indicated by the forwarder. The application will be reviewed and a response will be provided within 30 days from receiving all the data required in the application. If the request is approved, Turboshp will either re-ship a new product or necessary parts of it at its expense or refund it. The refund will cover only the product or necessary parts of it and the shipping costs. No other refund will be offered under any circumstance.
If deemed necessary to have the entire product returned by the customer, all of its accessories (such as cables, chargers, batteries, manual, package, gift, spare parts etc.) must be included in the return package. If deemed necessary to have the partial product returned by the customer, all the indicated accessories must be included in the return package. If any accessory is missing, the cost of the missing part may be charged to the customer. Once the product or a part of it arrives at the return address, it will be inspected and the reply to the customer will be provided within 30 days of the arrival of the return package. If approved, a reshipment or a refund will be offered. In case of reshipment, the shipping fees will be covered by Turboshp and the method of shipment will be the same as in the original order.
DEFECTIVE PRODUCT ON ARRIVAL
We always take care of proper packaging to ensure the products shipped are in their best conditions, however, damage still can happen during the transportation. So, if the product arrived damaged or defective, please contact us within 3 days from the delivery of the product and follow the application instructions at the bottom of the page. Complete the application with the data required indicated at the end of this policy and email it to us within the indicated timeframe. The 3 days start from the delivery date indicated by the forwarder. The application will be reviewed and a response will be provided within 30 days from receiving all the data required in the application. If the request is approved, Turboshp will either re-ship a new product or necessary parts of it at its expense or refund it. The refund will cover only the product or necessary parts of it and the shipping costs. No other refund will be offered under any circumstance.
If deemed necessary to have the entire product returned by the customer, all of its accessories (such as cables, chargers, batteries, manual, package, gift, spare parts etc.) must be included in the return package. If deemed necessary to have the partial product returned by the customer, all the indicated accessories must be included in the return package. If any accessory is missing, the cost of the missing part may be charged to the customer. Once the product or a part of it arrives at the return address, it will be inspected and the reply to the customer will be provided within 30 days of the arrival of the return package. If approved, a reshipment or a refund will be offered. In case of reshipment, the shipping fees will be covered by Turboshp and the method of shipment will be the same as in the original order.
INCORRECT PRODUCT ON ARRIVAL
If the wrong product is delivered (it differs from the one that was ordered, i.e. wrong color, wrong size, wrong model etc.) please contact us within 3 days from the delivery of the product and follow the application instructions at the bottom of the page. Complete the application with the data required indicated at the end of this policy and email it to us within the indicated timeframe. The 3 days start from the delivery date indicated by the forwarder. The application will be reviewed and a response will be provided within 30 days from receiving all the data required in the application. If the request is approved, Turboshp will either re-ship a new product or necessary parts of it at its expense or refund it. The refund will cover only the product or necessary parts of it and the shipping costs. No other refund will be offered under any circumstance.
If deemed necessary to have the entire product returned by the customer, all of its accessories (such as cables, chargers, batteries, manual, package, gift, spare parts etc.) must be included in the return package. If deemed necessary to have the partial product returned by the customer, all the indicated accessories must be included in the return package. If any accessory is missing, the cost of the missing part may be charged to the customer. Once the product or a part of it arrives at the return address, it will be inspected and the reply to the customer will be provided within 30 days of the arrival of the return package. If approved, a reshipment or a refund will be offered. In case of reshipment, the shipping fees will be covered by Turboshp and the method of shipment will be the same as in the original order.
Slight differences in the product, the product logo or the packaging received compared to previous shipments or from the photos displayed on our website may occur due to different batches of production. However, if the physical appearance of the product is similar and the functions of the product are correct, it will not fall in the category of “incorrect product” and will therefore not be eligible for free reshipping.
UNSATISFACTORY PRODUCT
Turboshp Refund Policy can only be applied to errors or malfunctions related to the product’s functions or specifications. No refund or reship request will be accepted if the customer does not like the product received.
NEVER ARRIVED
Shipping can be affected by many factors. There is a certain percentage of unsuccessful deliveries for uncertain reasons. Turboshp cannot get involved in the operations or transit arrangement of the Post or local carriers.
In case of undelivered products, what is indicated on the courier’s website is considered authentic so if the package is tracked as “delivered”, it will not be eligible for a refund.
In case of delays caused by major force, national disasters, war or any event not dependent on Turboshp service, no refund will be provided.
Turboshp can provide a free reshipment or refund for “never arrived” cases only at the following conditions:
If the tracking number doesn’t show any new update in more than 30 days and the forwarder cannot provide any info about the delivery.
If the parcel is not delivered after 60 days from the shipment date and the forwarder cannot provide any info about the delivery.
In these cases, the customer must submit the request within 3 days from the occurrence of the above indicated conditions. The application will be reviewed and a response will be provided within 30 days from receiving all the data required in the application. If the request is approved, Turboshp will either re-ship a new product or necessary parts of it at its expense or refund it. The refund will cover only the product or necessary parts of it and the shipping costs. No other refund will be offered under any circumstance.
Due to International shipping limits and complex customs or shipping issues in certain shipping countries, Turboshp will not accept any delivery dispute for any of the following cases:
Incomplete or incorrect shipping data: the complete shipping data should include correct shipping name, shipping address, shipping city, shipping province, shipping zip code, shipping country, and contact phone number;
If the parcel arrives to the nearest agent office due to unsuccessful delivery, but the customer fails to pick up the parcel thus resulting in the parcel being returned back to shipper or carrier’s local warehouse;
Parcels shipped with registered post mail;
Parcels shipped to the following countries: Mexico, Brazil;
Return and reship requests sent to Turboshp 90 days after the day Turboshp shipped out the product.
Free reship or refund for “never arrived” items can be only applied once per order. This means that if the customer claimed that a product never arrived, and Turboshp then reship the item a second time. If this second item is also declared as “never arrived”, it won’t be reshipped a third time.
AFTER 3 DAYS AND WITHIN ONE YEAR FROM DELIVERY
After the expiry of the time indicated to request a refund, please contact us and we will try our best to be of assistance but no refund or reshipment is guaranteed.
Turboshp reserves the right to update, change or replace any part of this Refund Policy by posting updates and/or changes on our website. Customer is responsible for checking this page periodically for changes. CUSTOMER’S CONTINUED USE OF OR ACCESS TO THE WEBSITE FOLLOWING THE POSTING OF ANY CHANGES CONSTITUTES ACCEPTANCE OF THOSE CHANGES.
REFUND/RESHIP APPLICATION INSTRUCTIONS
Please send your request to [email protected] with all the data required as below listed:
DOA:
*Turboshp order number
*Problem description
*Clear video shows the problem
DEFECTIVE PRODUCT ON ARRIVAL:
*Turboshp order number
*Problem description
*Clear video shows the problem
INCORRECT PRODUCT ON ARRIVAL:
*Turboshp order number
*Problem description
*Clear video or photos show the problem
NEVER ARRIVED:
*Turboshp order number
Applications will be considered only if all the information requested is provided by the customers. The time for the response will start from the moment the last data requested is received by Turboshp.
SHIPPING INSTRUCTIONS OF RETURN PRODUCT
All of the return requests must be approved by Turboshp. Customers must provide all the data required and send the application to [email protected]. Once approved, a ticket number will be issued.
All of the return shipments must follow the instructions below:
The return parcel must include all the accessories or materials provided in the original package or all the indicated accessories
The customer must leave a note inside the return package with the following details:
*Turboshp return ticket number
*Return product name and quantity or the list of all the returned parts and accessories in case of partial product return
*A short description of the problem occurred with the product
To avoid high import duties or taxes on the return package, please avoid using an express courier like DHL, FedEx, UPS, TNT or similar ones. We suggest using Post EMS or registered post mail. If any import duties, taxes or related charges are incurred during the return process, the customer will be liable for them. Should the customer refuse to pay the costs incurred during the return process, Turboshp will not take any responsibility or action for the returned product or parcel.
Any return package that arrives without a prior application or without Turboshp return ticket number will be rejected.
If there is anything unclear or you have more questions, please feel free to contact us at [email protected]