Refund policy

1. Return eligibility

To be eligible for a refund or exchange, you must have purchased one of the items sold on Tucocoo. By purchasing any item on Tucocoo, you accept our returns and refunds policy. For a voluntary return, you will need to cover the postage fee unless the item is damaged, in this case, we will send you a new one or issue a refund.

Our return policy lasts 30 days after you receive your order. If more than 30 days have passed since delivery, we can’t offer you a refund or exchange.

The item being returned must be in the same condition you received it. It must be unused and sent back in the original packaging. If it is not, no, or only a partial refund will be granted.

The following items are non-returnable:

• Custom kits
• Gift cards
• Items that are on sale & pre-stretched/board kits

2. Return process

Please do not refuse any packages from Tucocoo, as we might not receive them and will be unable to refund you. Please accept all deliveries and contact us directly if you want to return an item. We will let you know how to proceed. 

3. Exchanges

If you'd like to return the item for a refund/exchange, we'll be glad to help. Please email us at support@tucocoo.com. Remember that voluntary returns will be subject to return fees, as explained in section 4.

4. Return fees

To return a product, email us at support@tucocoo.com, and we will provide further instructions.

You can return the parcel using the carrier of your choice. Keep the return tracking number safe in case we need to confirm receipt. You will need to cover the return fees.

Once we receive your return, we will notify you. We will inspect the package and its contents and issue a refund within 5 business days if everything is in order.

If you have any questions during the return process, please contact us at support@tucocoo.com.

5. Order cancelation

We always advise double-checking your shipping address before completing your order. If you wish to cancel your order, please do so within 24 hours after payment. 

You can email us at support@tucocoo.com with the subject CANCEL ORDER and your order number. However, if the order has already shipped, we won't be able to make any changes.

Note that a product might ship on the same day if it is in stock. This means that even if you reach out within the next 24 hours to cancel or modify your order, we cannot guarantee it as it might already be with the carrier.

If you ordered a custom kit, we cannot cancel it if production has already started.

6. In transit-related issues

Sometimes, mistakes or accidents happen.

We offer package protection at checkout to give our customers the best possible delivery experience. We provide low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.

If you experience an issue with your order, please contact us. Please note if you refuse to add package protection at checkout, Tucocoo won't be responsible for any damaged, lost, or stolen orders.

When an order is lost in transit or damaged (unusable), we will resend or refund your order. In the event of theft or misplacement, after an order is marked as delivered, we will be more than happy to resend your order, but we won't issue a refund for this particular case.

Tucocoo will offer no compensation for shipping delays unrelated to us. We have no control over other companies' logistics operations, but if that's the case, we'll do our best to assist.

7. Non transit-related issues

Assuming your order is not damaged in transit, lost, or stolen, you can reach out to us if:

- You received the wrong product (warehouse fault).
- Your product has the incorrect specifications (i.e., you purchased your kit framed but received it rolled instead).
- You are missing the reference sheet or color chart (we can email you these) or any items that should have been included in your order (we will resend them to you).

Important consideration:

•If we missed any paint color or accessories, we would gladly resend them, but we won't provide any refund based on this. For a product to be refunded, it must be unusable. This means the damage will not allow you to complete the painting.

• If your kit was shipped in a box and arrived damaged due to transportation, this is not a reason to claim compensation. The box has a protective function and is not considered necessary to complete the painting. Therefore, if the product inside is in perfect condition, we cannot refund your order nor grant compensation.

• Paint coverage will vary depending on the color. Some colors are more translucent, requiring several layers to cover the numbers, while others are completely opaque. Kindly send us pictures to verify the coverage if this is an issue. We will happily provide any extra paint needed within the guarantee period. Kindly note we will not refund an order due to this matter, but we will be more than happy to issue extra paints.

• If your canvas is missing numbers in some areas, we can provide the high-resolution PDF file so you can complete your painting.

• If your canvas has small dents due to transportation, these can typically be fixed by ironing the canvas or stretching it. You can email us some pictures, and if the dents are too deep in a way that they make the canvas not suitable for purpose, we will send you a new canvas free of charge. We will not issue a refund or replacement for small marks that don't affect the canvas functionality.

About custom orders:

As mentioned, custom kits are only refundable if there is clear damage or factory fault (misnumbered colors, wrong image or size received, etc.).

We will not issue refunds based on your taste of what your custom painting should look like. Software processes all images to create a matching color palette for a given image. If the photo provided does not follow our mandatory recommendations, the result will not be optimal (see the "How to pick a good photo" tab). For example:

• If your photo has poor lighting or shadows on the skin, it will turn out darker than you expect.
• If your picture is low quality (you should always submit HD images when possible).
• If faces are far from the camera, the level of detail we can capture will be considerably reduced.
• Choosing the smallest canvas size and the minimum number of colors will lessen the detail accordingly.
• Choosing a wrong canvas ratio for your image results in unwanted cropping.

No refunds will be granted if you do not follow our instructions to submit a good picture.

Customer service

For questions, support, problems, or warranty claims, please contact us by email at support@Tucocoo.com.