Refund policy

✨ Returns & Refund Policy 

We want you to love every sparkle you get from us. If something isn’t quite right, we’re here to help. 💕
You can request returns or exchanges within 30 days of receiving your order, as long as your item meets our return conditions.

📦 Eligibility for Returns

To qualify for a return or exchange, your item must be:

  • Unused and in perfect condition
  • With tags
  • In its original packaging
  • Accompanied by a receipt or proof of purchase

To start a return, please email us at hello@tusparkle.com.
Returns must be shipped to our office in Peru.

Once your return is approved, we’ll send you a prepaid return label and step-by-step instructions.
Please note that items sent back without prior approval cannot be accepted.

And of course, if you ever have questions, we’re just one email away. ✨

🔄 Exchanges

We currently offer exchanges only for the same item in a different:

  • Size
  • Color (if applicable)

If you’d like a completely different product, choose store credit when requesting your return. You’ll receive a code for the item’s value that you can use anytime on a new purchase.

🚚 Return & Exchange Shipping Costs

Because most of our items are made-to-order, return shipping costs —including exchanges— are the responsibility of the customer.
This helps us keep prices fair, avoid overproduction, and continue creating sustainably.

Before ordering, we always recommend double-checking your device model, color and customization details. It saves time, reduces waste, and ensures your order arrives perfect the first time. ✨🌿

💥 Damages & Issues

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as you unpack it. We’ll review everything and make it right quickly, promise. 💗

🚫 Exceptions / Non-Returnable Items

We cannot accept returns or exchanges for:

    • Custom or personalized items
    • Made-to-order products (such as our cases)
    • Sale items, discounted items, final-sale products or gift cards

    If you're unsure whether your item qualifies, reach out, we’re always happy to help you figure it out.

    🇪🇺 European Union – 14-Day Cooling-Off Period

    Because our cases are made-to-order or customized for each customer, they are generally exempt from the EU 14-day cooling-off period under EU consumer law.

    However, we understand that things happen — if you believe your situation requires special attention or you simply need assistance, please reach out to us. We review every case with care and always aim to offer a fair, friendly solution within our 30-day return window, as long as the item is not part of our non-returnable exceptions (made-to-order items, used items, personalized products or final-sale pieces). 💛

    💳 Refunds

    Once we receive and inspect your return, we’ll notify you whether your refund was approved.
    If approved, your refund will be processed automatically to your original payment method.
    Please keep in mind that banks or card providers may take a few days to post the refund.

    If more than 15 business days have passed since your return was approved, please email us at hello@tusparkle.com.

    ❌ Order Cancellations

    We offer free order cancellations within the first 3 hours after your purchase.
    Just email us at hello@tusparkle.com and we'll take care of it right away.

    After this 3-hour window, your order enters production and can no longer be cancelled.