Refund policy

As we do not accept returns due to change of mind, we gently encourage you to thoroughly consider your purchase before checking out. We take the utmost care in preparing and shipping your piece, however in the event that it arrives defective or faulty please contact us at hello@tutuandmomstudio.com to start the process. 

Please note that we take pictures and/or videos during the packing stage of the piece before shipping to note its condition and ensure the utmost care is taken.

We have a 24hr-5 day return policy, which means you have 24 hours after receiving your item to start the return for damage and 5 days after receiving your piece(s) to finalize a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. Please note that we will request pictures and/or videos of the item to confirm its condition before accepting the return. We highly encourage you to take pictures and videos as you are receiving and unboxing your piece as these may be requested to accept the return. 

Items damaged during installation are not eligible for return. We highly recommend professional installation for larger/heavier pieces.

If your return is accepted, we’ll notify you of instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

To ensure longevity of your piece it is recommended to have your piece installed in an area without direct sunlight, high temperature or humidity. Lights that omit heat are not recommended due to the sensitivity of the materials used.

Commissions are ineligible for returns as they are custom pieces.

You can always contact us for any return question at hello@tutuandmomstudio.com. 

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We highly encourage you to examine your piece as soon as it is delivered. Return requests started 24 hours after delivery cannot be accepted.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as commissioned works and custom framed pieces. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, non-damaged, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at  hello@tutuandmomstudio.com.