Products that have been purchased online, may be exchanged or a store credit issued within 7 days of the date of your purchase under the following conditions:
- Merchandise must not be used, damaged, altered or washed. Tags on fashion must not have been removed
- Merchandise must be returned in their original packaging
- Proof of purchase is required. Store receipt or tax invoice is acceptable
- You must contact us before returning the item to receive approval
Exclusions apply for the below items to be returned:
- Cosmetics, soap, personal care products, and fragrances
- Gift Cards
- Pierced Jewellery
- Custom Orders
- All sale or discounted item/s unless deemed faulty/damaged
Tulum Home reserves the right to deny unauthorised returns that we deem do not meet or follow our return policy and guidelines.
Please take care when choosing your item/s for purchase as we do not offer refunds on goods due to incorrect choice or change of mind.
- Contact our Tulum Home customer service team at firstname.lastname@example.org to request a return/exchange within 7 days of receiving your order. Please include your full name, order number, reason for return and item/s to be returned.
- Once your return is approved, our customer service team will email you a Returns Authorisation Number (RAN) and return instructions. All returns must have a valid RAN. Items received that do not have a valid RAN may be returned to the customer.
- The items must be shipped to the return shipping address provided within 5 business days of receiving your RAN.
- Return shipping costs are not covered by Tulum Home. We suggest your return is shipped via a pre-paid and traceable method to ensure a safe and documented delivery. Tulum Home will not be liable for any items lost in the post should you choose not to ship the returned via the traceable shipping options.
- Tulum Home will review your return and will process exchange or credit if eligible. All credits processed for online orders are eligible for online and not redeemable in our retail stores.
Cabarita Beach NSW 2488 Australia
Damaged or Faulty Goods
The Tulum Home team carefully inspect all items before they are shipped, however in the unlikely event your item/s arrives faulty or damaged please notify Tulum Home within 3 days of receiving your item/s.
Please send an email with your order number and images of the damaged item/s to email@example.com. Please do not attempt to return the items before speaking to us as you may be responsible for any associate expenses if you do so.
Once assessment is completed our customer service team will email with the assessment details and where applicable, Returns Authorisation Number (RAN) and return instructions.
A replacement (if available) or store credit will be issued if the item is deemed faulty or damaged.
We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; or failure to take reasonable care.