Refund policy

Return & Refund Policy

At tutaleta, we want you to shop with confidence. Please read our return and refund policy carefully before making a purchase.

1. Eligibility for Returns

We accept returns within 14 days of the delivery date, provided that:

  • The item is unused, in its original condition, and in its original packaging.
  • All accessories, manuals, and included items are returned.
  • Proof of purchase (order confirmation or receipt) is provided.

2. Non-Returnable Items

The following items are not eligible for return:

  • Items that have been opened, used, or damaged after delivery.
  • Software, digital downloads, or items with broken seals.
  • Beauty and personal care products that have been opened or used.
  • Items marked as Final Sale or Non-Returnable on the product page.

3. Defective or Damaged Items

If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery at support@tutaleta.africa with photos and your order number. We will arrange a replacement or full refund at no additional cost to you.

4. How to Initiate a Return

  1. Email us at support@tutaleta.africa with your order number and reason for return.
  2. Our team will respond within 2 business days with return instructions.
  3. Ship the item back using a trackable courier service. Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

5. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 7–10 business days to your original payment method.

6. Exchanges

We currently do not offer direct exchanges. If you need a different item, please return the original and place a new order.

7. Cross-Border Orders (DRC & International)

For orders shipped to the Democratic Republic of Congo, our return process is handled through our local outlets and partners in the DRC. Please follow the steps below:

  1. Contact us first at support@tutaleta.africa with your order number and reason for return. Our team will confirm eligibility and provide you with the details of your nearest local outlet or partner drop-off point.
  2. Repack the item carefully in its original box with all accessories, manuals, and packaging materials included. Items that arrive damaged due to inadequate packaging may not be accepted.
  3. Drop off the item at the designated local outlet or partner location provided by our support team. Do not ship items internationally without prior authorisation — returns must go through our local DRC partners.
  4. Once the item is received and inspected by our local partner, we will process your refund or replacement within 7–10 business days.

Please note: Any customs duties, local transport costs to the drop-off point, or handling fees are the responsibility of the customer.

8. Contact Us

For any questions about your return or refund, reach out to our support team: