Refund policy
At Turana Atash London, we are committed to ensuring you are completely satisfied with your purchase. If for any reason you are not fully happy with your order, our refund and exchange policy is designed to provide a smooth and reassuring experience.
Refund Policy
We accept returns for a refund within 14 days of receiving your order.
To be eligible for a refund, items must be:
- Unworn, unused, and in original condition
- Returned with all original tags attached
- Free from stains, marks, damage, or signs of wear
Once a product is worn and used, it will not be eligible for a refund or exchange, whatever the reason. If you do not agree with the terms of use, please send back the product for a refund immediately before you use it.
Once your return is received and inspected, we will notify you of the approval status. If approved, your refund will be processed to your original payment method within 7–10 business days.
Original shipping charges are non-refundable.
Exchange Policy
We accept exchange requests within 14 days of receiving your order, subject to stock availability.
If a customer has received a requested exchange for a product in a new size or color, they will no longer be eligible for any further exchanges or refunds for that particular item. Additionally, each item is only eligible for a single exchange or refund.
Return & Exchange Shipping
Shipping costs for refunds and exchanges are the responsibility of the customer, unless the item is faulty or incorrect.
Customers may return the item using their local postal service. Alternatively, we can provide a DHL return label, with the applicable shipping cost deducted from the refund.
If the order originally qualified for free shipping, a £20 one-way shipping charge will apply and may be deducted from the refund.
Non-Refundable & Non-Exchangeable Items
- Worn, used, washed, altered, or damaged items
- Customised or personalised items
- Final sale or promotional clearance items
- Swimwear or undergarments where hygiene seals have been removed
- Gift cards
Damaged or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact contact@turanaatash.com within 48 hours of delivery with your order number and relevant photos.
Customs / Import Fees
The customer is responsible for any taxes, customs duties, and import fees charged by the destination country.
If a shipment is refused, the original shipping costs, applicable import fees, and return shipping costs will be deducted from the refund.
Delivery Policy
Once a shipment is confirmed as delivered by the courier, responsibility transfers to the customer. We are not responsible for lost or stolen packages after delivery confirmation.
Customer Support
We don't give support after one year from purchasing date.
For questions regarding returns, exchanges, or refunds, please contact contact@turanaatash.com.