Welcome to Tuba London
We value your satisfaction and aim to provide the best quality Pakistani designer brands. Please read our refund policy carefully to understand your rights and obligations regarding cancellations and returns.
Order Cancellation
Cancellation Window: Orders placed can only be canceled within 1 hour of placement. After this period, we cannot process cancellations as the product will be in the stitching or shipping process.
How to Cancel: To cancel an order, please contact our customer service team at tubalondon.co.uk@gmail.com or WhatsApp: +44 7490 348108 within the 1 hour window. Please provide your order number and reason for cancellation.
Cancellation Fee: A £20 + 2% cancellation fee applies to all orders canceled within the UK. For orders outside the UK, a cancellation fee of £20 + 3% of the total order amount will be charged. This fee covers administrative costs including undoing data entry, reversing order processes, payment gateway fees, and other operational expenses.
Damaged Products
Reporting Damages: If you receive a damaged product, you must contact us within 12 hours of receiving the parcel. The courier’s delivery timestamp will be used as the official receipt time. Claims made after this 12-hour window will not be entertained.
Proof of Damage: When reporting a damaged product, please provide clear photographs of both the damage and the packaging to help us assess and process your claim quickly.
Contact: For damage claims, contact us at tubalondon.co.uk@gmail.com or WhatsApp: +44 7490 348108.
Returns and Exchanges
Eligibility: We accept returns or exchanges only for damaged or incorrect items received. Notify us within 24 hours of delivery. Claims related to stitching will not be entertained as each item is double-checked before shipping.
Return Period:
• UK: Return items within 7 days of delivery.
• International: Return items within 14 days of delivery.
Conditions:
• Items must be unused, in original condition, with all tags and packaging intact.
• Shipping costs for returns are the customer's responsibility.
Refund Process
Eligibility:
• Cancellations within the 1-hour window
• Valid damage claims reported within 12 hours of receipt
Processing Time: Approved refunds will be processed within 7 business days and issued to the original payment method. Additional bank processing time may apply.
Shipping Charges: Shipping fees are non-refundable.
Specific Conditions
Stitching, Color & Embellishments:
Slight variations in color and detailing may occur due to screen settings or handwork. A 5%-10% variation is normal. These are not grounds for return. Stitching is not refundable, in accordance with the Consumer Rights Act 2015.
Customized Orders:
Made-to-order or customized items cannot be canceled or returned once production begins. Most of our outfits are made after ordering and are considered bespoke, exempt from standard return policies under UK & EU law.
Stitched Orders:
No returns or refunds on stitched garments. Each outfit is thoroughly quality-checked before dispatch. This aligns with the Consumer Rights Act 2015.
Delivery Timeframes
Estimated delivery timelines are provided in good faith and based on courier timelines, event deadlines, and order volume. However, delays due to customs, seasonal backlogs, or external disruptions (e.g., strikes, weather) do not qualify for cancellation or refund unless explicitly marked as “Guaranteed” at the time of order.
Delays caused by customers (e.g., late measurements or confirmations) will extend delivery times, and Tuba London will not be held responsible.
High Quantity Orders
Please contact us before placing large/multi-item orders to confirm availability and timelines. This ensures compliance with the Consumer Contracts Regulations 2013 on bulk orders.
Jewelry
Due to hygiene laws, no returns are accepted on earrings, nose pieces, or jewelry sets containing these items. This policy complies with UK health and safety regulations.
Made to Order
Any custom or made-to-order items are non-refundable and non-cancelable once production starts.
Legal Compliance
• Consumer Rights Act 2015 – This policy complies with the Act’s requirements for fair treatment.
• Consumer Contracts Regulations 2013 – Our terms follow guidelines for online sales and returns.
• Dispute Resolution: We aim to resolve disputes amicably. Unresolved matters will follow UK legal procedures, where Tuba London maintains a strong position due to legal compliance.
Legal Actions
Tampering & Fraud:
Intentional damage or false claims will result in legal action. We reserve the right to investigate and act on any suspicious or fraudulent activity.
Contact Us
If you have any questions about this refund policy, reach us at:
📧 Email: tubalondon.co.uk@gmail.com
📱 WhatsApp: +44 7490 348108
We appreciate your understanding and cooperation.