Refund policy

TUKAN fragrance (“we” or “us”) operates the website tukanfragrance.com (“Website”). By ordering from us, you agree to the following terms and conditions, which are designed to ensure clarity and fairness for both parties.

1. General

All orders are subject to availability. While we make every effort to keep our stock information accurate, occasional discrepancies may occur. If an item is unavailable, we will ship the available products and contact you about the missing item. You may choose to wait for restocking or receive a refund for the unavailable product.

2. Shipping Costs

Shipping costs are calculated at checkout based on the weight, dimensions, and destination of your order. These fees are charged with your purchase and represent the final shipping cost.

3. Right of Withdrawal (EU/UK Customers)

If you are a consumer in the European Union or United Kingdom, you have the legal right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period ends 14 days from the day you, or a third party designated by you (other than the carrier), receive the goods.

To exercise this right, you must inform us of your decision to withdraw from the contract by sending a clear statement (e.g., via email or our contact form). You may, but are not required to, use the model withdrawal form provided below.

Effects of Withdrawal

If you withdraw from the contract, we will refund all payments received from you, including the cost of standard shipping (if applicable).
We are not required to refund additional costs if you selected a more expensive shipping option than our standard delivery.
Refunds will be made using the same payment method you used for the original transaction, unless otherwise agreed.
Refunds will be processed promptly, and no later than 14 days from the day we receive the returned goods.

Return of Goods

You must return the goods to us without undue delay, and no later than 14 days from the day you inform us of your withdrawal.
You are responsible for the cost of returning the goods.
You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the items.

We will accept returns due to change of mind as long as a request to return is received by us within 14 days of receipt of item and are returned to us in original packaging, unused and in resalable condition.

Return shipping will be paid at the customers expenseand will be required to arrange their own shipping. Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through support@tukanfragrance.com. We will refund the value of the returned goods, excluding any original shipping fees.

4. Returns Outside the Withdrawal Period

Items may only be returned outside the 14-day legal period if they are defective or covered by warranty.

Warranty claims can be made within 14 days of receipt.
Customers must initially cover return shipping for warranty claims, but this will be reimbursed if the claim is valid.
Once reviewed (usually within 7 business days), we will offer a refund, store credit, or replacement (if available).

5. Delivery

Domestic delivery (DE): approx. 1–3 business days
EU delivery: approx. 2–7 business days (depending on courier)
Worldwide delivery: Most orders are delivered within 2 to 7 business days, but overseas deliveries may take between 7 to 16 business days due to customs and local handling.
Dispatch: Orders placed before 12:00 CET on business days are typically shipped the same day. Orders placed later are dispatched on the next business day.

6. Tracking

Once shipped, you will receive a tracking link to monitor your delivery.

7. Damaged or Lost Parcels

If a package arrives damaged, please refuse delivery and notify us immediately. If you have already accepted the package, contact us as soon as possible.
If your order is lost or damaged during transit, we will arrange a replacement or refund after the courier’s investigation is completed.

8. Taxes & Duties

Sales Tax: Prices on our website include VAT where applicable.
Import Duties & Taxes: For orders shipped outside the EU/UK, additional customs duties, taxes, or fees may apply. These are the responsibility of the customer and must be settled directly with local authorities.

9. Order Cancellations

Orders can be canceled free of charge as long as they have not yet been shipped. If the order has already been dispatched, please follow the withdrawal and return procedures above.