1. Right of Withdrawal
Customers in the European Union generally have the right to withdraw from an online purchase within 14 days of receiving the goods, without providing a reason, subject to applicable legal exceptions.
To exercise this right, customers must notify Turnandlevel of their decision within the applicable 14-day period by emailing auditor@turnandlevel.com. Please include the order number, the name used for the purchase and a clear statement that you wish to withdraw from the contract.
After notifying us, customers must send the goods back within 14 days, unless a different arrangement is agreed or required by law.
Returned goods may be opened and handled to the extent necessary to establish their nature, characteristics and functioning, as a customer would be permitted to do in a physical shop. Where the goods have been handled beyond what is necessary for this purpose, any reduction in value may be addressed in accordance with applicable consumer law.
This withdrawal right does not affect any separate statutory rights relating to faulty, damaged or incorrectly supplied goods.
2. Return Conditions and Procedure
To request a return, please contact auditor@turnandlevel.com before sending the parcel. Our customer service team will provide instructions for the return process.
Please include the following information in your email:
- Order number.
- Name used when placing the order.
- Item or items to be returned.
- Reason for the return, where applicable.
- Photographs or other relevant information if the item is damaged, faulty or incorrect.
Customers should package returned items appropriately and include the relevant parts and accessories supplied with the order, where applicable.
For a change-of-mind return, customers are generally responsible for the direct cost of returning the goods, unless we state otherwise or applicable law requires us to cover that cost.
For goods that are faulty, damaged, incorrectly supplied or otherwise covered by a statutory remedy, return costs will be handled in accordance with the applicable law. Turnandlevel will not use this policy to restrict a customer’s mandatory consumer rights.
3. Return Address
Customers should contact us by email to obtain the applicable return instructions before sending goods.
Return Address for European Customers:
XXX
Please do not send a return parcel until you have received the relevant instructions. This helps us identify the order and process the return correctly.
4. Faulty, Damaged or Incorrect Items
If an item arrives damaged, has a fault or does not match the order, please email auditor@turnandlevel.com after discovering the issue.
Please provide:
- Your order number.
- A brief description of the issue.
- Clear photographs showing the item and the damage, fault or discrepancy, where photographs can reasonably demonstrate the problem.
We will review the information provided and determine the appropriate resolution in accordance with the circumstances and applicable consumer law.
Where the evidence is sufficient, Turnandlevel may arrange a refund or replacement without requiring the damaged item to be returned. If further assessment is reasonably necessary, we will explain the next steps and any return arrangements that apply.
Where a return is required for a faulty or incorrectly supplied item, the applicable return costs will be handled in accordance with the relevant law.
Customers do not lose their statutory rights merely because an item has been opened or its packaging has been removed.
5. Refund Eligibility and Processing
Once a return has been received and assessed, or once the relevant evidence has been reviewed where a physical return is not required, we will notify the customer of the outcome.
For a valid withdrawal, Turnandlevel will reimburse the payments received for the returned goods, including the cost of the least expensive standard delivery option offered at the time of purchase, as required by applicable law. Any additional delivery cost resulting from the customer choosing a more expensive delivery option may be excluded where permitted by law.
For a withdrawal, reimbursement will be made without undue delay and no later than 14 days after we are informed of the customer’s decision to withdraw. Where the law permits, we may withhold reimbursement until the goods have been received or the customer has supplied evidence that they have been sent back, whichever occurs first.
For faulty, damaged or incorrectly supplied goods, refunds and other remedies will be handled within the time limits and according to the requirements of applicable law.
Any lawful deduction for diminished value will be assessed in accordance with the applicable consumer protection rules. No deduction will be made where it is not legally permitted.
6. Refund Payment Methods
Turnandlevel accepts the following payment methods where they are displayed and available at checkout:
- Visa.
- Mastercard.
- American Express.
- Apple Pay.
- Google Pay.
- Other electronic wallets displayed at checkout.
Refunds will normally be issued to the original payment method used for the purchase. The time it takes for the refunded amount to appear in the customer’s account may depend on the customer’s bank, card issuer or electronic wallet provider.
Turnandlevel will initiate eligible refunds within the applicable legal time limits. If a customer has questions about a refund that has been processed, they may contact us at auditor@turnandlevel.com.
7. Delivery Delays, Lost Parcels and Shipping Issues
Orders are dispatched from Mexico to eligible European destinations using available carrier services, which may include DHL Priority, FedEx Priority and UPS Priority.
The estimated delivery time is 5–12 business days from dispatch. Tracking notifications are sent to the email address provided at checkout as carrier information becomes available at key stages, including dispatch, arrival at a logistics facility and local delivery where tracking data is provided.
If an order has not arrived within the estimated delivery period, please contact auditor@turnandlevel.com and provide your order number. We will review the tracking information and, where appropriate, open an enquiry with the carrier.
Following the investigation, we will consider the circumstances and applicable legal requirements to determine the appropriate resolution, which may include a full refund or a replacement shipment.
Where delivery has not occurred within the period required by applicable law, customers retain any statutory rights to require delivery, terminate the contract or obtain a refund, as appropriate to the circumstances. Carrier investigations will not be used to remove or unduly delay a remedy that the law requires us to provide.
8. Items Not Received or Marked as Delivered
If tracking information shows that a parcel has been delivered but the customer has not received it, please contact auditor@turnandlevel.com promptly.
We will review the available delivery information and, where appropriate, request further details from the carrier. The outcome will be assessed on the available evidence and in accordance with applicable law.
A tracking entry marked as delivered does not, by itself, remove any statutory rights the customer may have.
9. Contact Us
For return requests, withdrawal notices, damaged goods, refund enquiries or delivery issues, please contact:
Email: auditor@turnandlevel.com
Please include your order number in all correspondence. We aim to respond to customer enquiries within 24 hours.
10. Applicable Consumer Law
This policy is intended to operate alongside the applicable laws of Mexico and the mandatory consumer protection laws of the European countries to which Turnandlevel sells.
For customers protected by European Union consumer law, nothing in this policy excludes or restricts a statutory right or remedy that cannot lawfully be excluded or restricted by contract.
Where mandatory consumer protection rules provide a customer with rights that differ from this policy, those mandatory rules will apply.