Refund policy

At The Awkward Tortuga, we are committed to providing you with top-quality, customized items that reflect your unique preferences. When it comes to personalized products, we understand the importance of accuracy and satisfaction. It is crucial for customers to carefully review and verify proofs before finalizing orders.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. (See below regarding Customized Items)

To start a return, you can contact us at theawkwardtortuga@gmail.com. Please note that returns will need to be sent to the following address: 207 N Monroe Street, Beeville, TX 78102

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at theawkwardtortuga@gmail.com.

Exceptions/Non-Returnable Items Policy

Customized Items:

Customized or personal items are crafted with precision and care to meet your specific requirements. Once proofs have been verified by you and the production process has commenced, these items become non-returnable.

Proof Verification:

Before your customized item goes into production, we provide proofs for your review. It is your responsibility to thoroughly check and confirm the accuracy of the design, spelling, and any other personalized details. By approving the proofs, you acknowledge that the information provided is correct. 

No Refunds for Design or Spelling Issues:

Regrettably, refunds cannot be provided for design or spelling issues that were present in the approval proofs. It is essential to carefully inspect all details during the proofing stage to ensure your complete satisfaction with the final product. 

Communication Channels:

If you notice any discrepancies or have concerns about the proofs, please communicate with our customer service team immediately. We are here to address your queries and provide assistance before the production process begins. 

Cancellation Period:

In cases where you identify issues with the proof after approval but before production, contact us promptly. Depending on the stage of production, we will assess the feasibility of canceling the order or making necessary adjustments. 

Damaged or Defective Items:

Our commitment to quality extends to the production and shipping of your customized items. If, however, you receive a damaged or defective product, please contact us within 14 days of receiving your order. We will work with you to find an appropriate solution. 

Customer Responsibility: 

As a valued customers, your active participation in the proofing process is crucial. We encourage you to take time to review proofs thoroughly, as this ensures the accuracy of your personalized items. 

By placing an order for customized items with The Awkward Tortuga, you agree to abide by this Exceptions/Non-Returnable Items Policy. We appreciate your understanding and cooperation in maintaining the high standards of quality and customization that define our products.

 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at theawkwardtortuga@gmail.com.