Refund policy

TurboSilhouette makes metal wall art and freestanding metal pieces to order. This policy explains how we handle cancellations, order changes, product problems, returns, replacements, and refunds for purchases made through https://turbosilhouette.com.

Please review your selected design, size, personalization details, and delivery address before placing an order.

1. Cancellations and Order Changes

Standard-design orders: Orders for existing designs that do not require customer-specific personalization may be cancelled within 2 hours of purchase for a full refund, with no cancellation fee.

Personalized orders: If your order involves a design created from your photo, text, or individual instructions, contact us as soon as possible to request a cancellation or change. We must confirm that the request can be accepted before production starts. Personalized orders cannot be cancelled or changed after production has begun. An approved cancellation receives a full refund without a cancellation fee.

Send your request to support@turbosilhouette.com with your order number and the details of the request.

2. Return Eligibility

Except where applicable law requires otherwise, we do not offer change-of-mind returns or exchanges for products made to your order. This includes selecting the wrong size or design, submitting incorrect personalization details, or deciding that you no longer want the item.

These exclusions do not apply to damaged or defective goods, incorrect items, missing parts, or products that do not match the order details you submitted.

3. Reporting a Product Problem

Please report a delivery-related product problem within 14 calendar days after delivery by emailing support@turbosilhouette.com.

Include:

• Your order number;
• A brief explanation of the problem;
• Clear photos showing the issue, where available;
• Photos of the packaging and shipping label, when relevant.

Keep the item and any available packaging while we review the problem. Missing packaging does not automatically make an otherwise eligible claim invalid.

4. Replacements and Other Solutions

We will review the information and explain the available resolution. For an eligible product problem, this may be a replacement or refund. If both are available, you may choose your preferred option.

Approved replacement items are made and delivered without additional product or standard delivery charges.

5. Returning an Item

A return is not always necessary. If photos provide enough information, we may resolve the issue without asking you to send the item back.

When a return is required, we will provide authorization, the correct return address, and a prepaid return label. Please dispatch the item within 14 calendar days after receiving our return instructions.

Use the original packaging if available, or suitable protective packaging. Do not send an item to an address on the original parcel or to our business address unless we have confirmed it as the correct return destination.

We cover return postage for approved damaged, defective, incorrect, or incomplete items. No restocking fee applies to these approved returns.

6. Refund Method and Timing

Refunds are made to the payment method used for the purchase.

• If no return is required: We will issue the refund within 10 business days after approval.
• If a return is required: We will inspect the returned item and issue any approved refund within 10 business days after receiving it.

We will notify you by email when the refund has been issued. Your bank or payment provider may take additional time to show the credit. If it has not appeared within 15 business days after our refund-issued email, please contact us.

For an eligible product problem or a shipment confirmed lost in transit, the refund covers the amount actually paid for the affected items. We do not deduct an original standard shipping charge from these refunds because standard shipping is free.

Business days are Monday through Friday, excluding public holidays.

7. Address Errors and Delivery Problems

If you notice an address error, contact us immediately. We will try to help, but address changes cannot be guaranteed once shipping arrangements are underway or the parcel has been dispatched.

If a parcel is returned because the address supplied with the order was incorrect or incomplete, we will contact you about the next steps. Any applicable reshipping charge will be explained and agreed with you before another shipment is arranged.

For a delayed or missing delivery, contact us so we can investigate. A shipment confirmed lost in transit qualifies for a replacement or refund at no extra cost. For tracking issues or a parcel marked delivered that you cannot locate, please follow the steps in our Shipping Policy.

8. Statutory Consumer Rights

This policy does not remove or restrict any rights you have under applicable consumer law, including mandatory cancellation rights or remedies for faulty or misdescribed goods. Where those rights differ from this policy, the legal requirements apply.

9. Contact Us

For cancellation requests, product problems, returns, or refunds:

TurboSilhouette
Email: support@turbosilhouette.com
Contact page: Contact Us