Returns & Exchanges Policy

At TARTARUGA, our goal is that every customer is delighted with their order. We therefore provide a clear, transparent returns and exchanges policy in line with current consumer and e-commerce regulations.

1. Size exchanges

You may request a size exchange within 14 calendar days from the delivery date.
Shipping costs for exchanges are borne by the customer.
To arrange it, email pedidos@tartaruga.es, including your order number and any relevant details so we can provide the best possible service.

2. Legal right of withdrawal

As a consumer, you have 14 calendar days from delivery to return your order, without giving any reason and without penalties.

To exercise this right, you may:

Email pedidos@tartaruga.es, stating your order number and the items you wish to return.
Send your communication by postal mail to:
TARTARUGA SPIRIT SL
URB. VERXELES, 54
15886 TEO, A CORUÑA — SPAIN
Complete and send the official withdrawal form: Return form.

Refunds will be made via the original payment method within a maximum of 14 calendar days from your notice. However, TARTARUGA may withhold the refund until the returned goods have been received and inspected, confirming they are in perfect condition (unused, unwashed, free from stains, odours or damage, with original tags and packaging). Once these conditions are verified, the payment will be processed.

3. TARTARUGA’s additional commercial policy

Between days 15 and 30 from delivery, we accept returns in the form of a voucher for the value of the items, valid for 1 year.
After 30 days from delivery, returns are not accepted.

In all cases, return shipping costs are borne by the customer. You may use your own courier or ask TARTARUGA to arrange a pickup at your address; the cost varies by area (approximately €8 within mainland Spain) and will be deducted from the refund or voucher.

4. General conditions for exchanges and returns

Items must be returned in perfect condition, unused, free from stains, odours or damage, with original tags and packaging.
You must notify us in advance by email, stating your order number and reason, to receive instructions and a return reference number.
If you use your own courier, keep the proof of shipment until we confirm receipt.
Once the conditions are verified, we will proceed with the refund or exchange.

5. Items excluded from return (legal exceptions)

Returns are not accepted for:

Swimwear and certain jewellery items intended for intimate use (e.g., earrings) for hygiene and health reasons, when unsealed or when their protective device has been removed after delivery.

These exceptions do not apply if the product is defective or sent in error.

6. Promotional products

Promotional items may be returned within the 14-day legal period, and you will receive a refund via the original payment method.
After day 14 and up to day 30, our additional commercial policy applies (voucher valid for 1 year).
The customer bears the return shipping costs; if TARTARUGA arranges the pickup, the cost (e.g., €8 in mainland Spain) will be deducted from the corresponding amount.

7. Defective or incorrect items

If you receive a damaged, defective or incorrect item, TARTARUGA will cover all return shipping costs (and replacement, if applicable).
You must notify us within 48 hours of delivery by emailing pedidos@tartaruga.es with your order number and photographs evidencing the issue.

8. Sample-sale items

Sample clothing: you have the same 14-day legal right of withdrawal with a refund via the original payment method. As an additional commercial policy, we accept returns up to 30 days as a voucher valid for 1 year.
Sample jewellery and accessories: for hygiene and health reasons, returns are not accepted when items have been unsealed or handled beyond mere inspection; returns are accepted in the event of defect or error.

9. Contact

For any exchange or return request, email pedidos@tartaruga.es. We aim to reply within 24–48 business hours.