Return Terms

This Return and Refund Policy governs the purchase and return of products ordered through www.tundrafleece.com (“Website”), operated under the brand tundrafleece (“we”, “us”, “our”). We are dedicated to delivering high-quality winter apparel, including down jackets, hoodies, fleece gloves, and sweaters, to our customers across Europe.

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1. Right of Withdrawal (14-Day Cooling-off Period)

In accordance with European Union and European statutory consumer protection regulations, customers residing in European destination territories have the right to withdraw from their purchase contract within 14 calendar days without giving any reason.

Withdrawal Window: The withdrawal period expires 14 days after the day on which you, or a third party nominated by you (other than the carrier), physical possession of the ordered goods.
Initiating Withdrawal: To exercise your right of withdrawal, you must inform us of your decision to cancel the contract by sending an explicit notification via email to winter@tundrafleece.com prior to the expiration of the 14-day period.

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2. Standard Returns Process & Return Address

If you choose to return an item under your statutory right of withdrawal, please observe the following procedure:

1. Notification: Contact customer service at winter@tundrafleece.com to notify us of your intention to return the merchandise.
2. Condition of Goods: Returned items must be unused, unwashed, and in their original condition with all internal tags intact.
3. Return Shipment Address: Approved return items must be shipped to our logistics center at the following physical address:

tundrafleece Returns Department
Yacatas 496, Col. Narvarte Poniente
Benito Juárez, CDMX, C.P. 03020
Mexico

4. Return Shipping Costs: Unless the item supplied is defective or incorrect, the customer assumes direct responsibility for standard return shipping charges and for selecting a reliable transit method to our facility.

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3. Damaged, Defective, or Incorrect Goods

We take quality control seriously. If you receive an item that is defective, damaged in transit, or inconsistent with your order summary, please follow these guidelines:

Notification & Inspection: Contact us promptly via email at winter@tundrafleece.com. Please provide your order number and clear photo evidence showing the defect or damage.
Resolution: Upon review and confirmation of the evidence by our support team, we will arrange a replacement shipment or issue a refund for the affected item.
No Return Required for Damaged Items: Physical return of the damaged or defective item is not required once satisfactory photo documentation has been verified by our team.

Standard Transit Times: Estimated delivery windows are provided at checkout for guidance based on carrier estimates.
Delayed Deliveries: If your shipment exceeds the standard delivery timeline, please contact us at winter@tundrafleece.com.
Carrier Investigation: We will immediately open a formal trace with the logistics carrier (DHL, FedEx, or UPS). Depending on the outcome of the carrier investigation, if the package is confirmed lost in transit or significantly delayed beyond reasonable operational limits, we will arrange a full refund or send a replacement order.

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5. Refunds and Payment Processing

When a refund is approved under the conditions outlined in this policy:

Refund Method: Refunds will be credited exclusively back to the original payment method used during checkout.
Supported Payment Methods: Supported payment options processed on our Website include major credit and debit cards (Visa, Mastercard, American Express) as well as digital wallets (Apple Pay, Google Pay).
Processing Timeframe: Once authorized, refunds are initiated promptly. The exact duration for funds to appear on your account statement depends on your card issuer or digital wallet provider processing schedules.

Brand Name: tundrafleece
Official Website: www.tundrafleece.com
Customer Support Email: winter@tundrafleece.com