Refund policy

1. Returns and Refunds Policy

We want you to be happy with your purchase. This policy explains your rights when you buy from TG Solulu. It does not affect your statutory rights.

Your right to cancel (14 days)

You can cancel your order within 14 days of the day you receive your goods, without giving a reason. To cancel, email us at online.shop.uk@proton.me with your order number and a clear statement that you wish to cancel. After you tell us, you have a further 14 days to send the goods back to us.

How to return an item

Contact us first at online.shop.uk@proton.me. We will confirm the returns address and process.
Items must be returned unused where possible, complete, and in their original packaging.
If you are returning because you changed your mind, you are responsible for the cost of return postage. We recommend a tracked service, as you are responsible for the goods until they reach us.
We may reduce your refund if the goods have lost value because of handling beyond what is needed to check them.

Refunds

We will refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them back, whichever is earlier. Refunds go to the original payment method. If you cancel, we refund the standard delivery cost. We do not refund extra charges for a faster delivery option you chose.

Hygiene and health items

For health and hygiene reasons, sealed items that are unsuitable for return, such as toothbrush heads, nozzles and similar oral care parts, cannot be returned for a change of mind once they have been unsealed after delivery. This does not apply if the item is faulty or not as described.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If something is wrong:

Within 30 days of delivery, you can reject a faulty item for a full refund.
After 30 days and within 6 months, we will repair or replace the item, or if that is not possible, refund you.
Please email us with your order number and photos or a short video of the problem. We will pay the return costs for faulty or incorrect items.