Firstly we would like to thank you for choosing TTTR. If you are reading the TTTR refund and returns policy page because there is/was a problem with your order, firstly we would like to apologise. As a (very) small business customer satisfaction is of the utmost importance. Without highly satisfied customers, we would not and could not operate.

To business: TTTR refund and returns policy

Digital product

Due to the nature of the product, digital downloads cannot be returned but that is not the end of the road. If you believe that you ordered something that was either 1) misrepresented by the product page or 2) not what you were supposed to receive, don’t hesitate to get in touch with us. We are happy to discuss the situation and correct it where possible.

Physical product

Damaged packaging/item

If you bought a physical product from us and it arrived in packaging in poor condition, please use the following steps for your return:

1. Pictures – Do not open the package. First take as many pictures as you can that show the damage. This will help us identify with the dispatch service that we used to see what went wrong as we know we packaged it correctly!
2. Even if only the packaging is damaged but the product is still fine, it would help us to let us know. We can then talk to whoever delivered the package to see what can be improved in the future.
   
   If it has damaged the product as well:
   
3. More photos – take photos of the damage to the product. Again the more the better so we can investigate what went wrong and review our procedures to make sure this does not happen again.
4. Contact us – use our contact form or email us directly (both methods will notify us of your message). Include your name, email address used for the order, delivery address used for the order, order number (if you have one) and the day you placed the order. Please include the photos and describe what happened from your perspective.
5. We may ask you to send your order back depending on the product type(s) and the situation. As a rule, we will not ask for anything perishable to be returned to us. We will give you more detailed information when you contact us based on your situation – including how to return the item(s) and via which method.

Incorrect items

If we send you the wrong product(s), we are very sorry and we would like to right our wrong! Please use the following steps to help us correct our mistake:

1. Pictures – take pictures of your entire order, including any correct items that also came with the order. For example: if you order 2 items and one of them is not what you ordered, take pictures of both items.
2. Contact us with your name, email address used for the order, delivery address used for the order, order number (if you have one) and the day you placed the order. Explain what happened.
3. We may ask you to send your order back depending on the product type(s) and the situation. As a rule, we will not ask for anything perishable to be returned to us. We will give you more detailed information when you contact us based on your situation – including how to return the item(s) and via which method.
4. The correct/replacement item will be delivered as soon as possible.

If you have any questions about TTTR refund and returns policy or otherwise, please do not hesitate to get in touch.