Refund policy

Returns & Refund Policy

All products in our store are custom-made and personalised to your specifications. Under the EU Consumer Rights Directive (2011/83/EU), the 14-day right of withdrawal does not apply to goods that are made to the consumer's specifications or are clearly personalised. Therefore, we are unable to accept returns or offer refunds on personalised orders.

Damaged or Defective Items If your order arrives damaged or defective, please contact us within 5 business days of delivery at hello@tuulico.com. Include your order number and clear photos of the damage. We will assess each case individually and, where applicable, offer a reprint or store credit.

Order Cancellations Orders may be cancelled within 24 hours of purchase, provided production has not yet begun. Once your order has entered production, cancellation is no longer possible.

Incorrect Personalisation Details Before production begins, you will receive a digital proof of your personalised design for review and approval. Please check all details carefully — including names, dates, spelling and layout — before approving. Production will only commence once you have given your written approval of the proof.

We are not responsible for errors that have been approved in the digital proof (e.g. misspellings, incorrect dates or names). If you notice an error after approving your proof, contact us immediately at [your email address] and we will do our best to assist you, though changes may not be possible once production has begun.

Contact For any questions regarding your order, please contact us at hello@tuulico.com