Refund & Returns Policy

Thank you for shopping at TUFF! We want you to be completely satisfied with your purchase. If for any reason you are not entirely happy with your order, we are here to help.

1. Right to Return (14-Day Cooling-Off Period) As an EU consumer, you have the right to cancel and return your order within 14 days, for any reason and without a justification. This 14-day period starts from the day you, or a third party indicated by you, physically receive the goods.

2. Eligibility for Returns To be eligible for a return and full refund, your item must meet the following conditions:

  • The item must be unused, unwashed, and in the same condition that you received it.

  • It must include all original tags and be in the original packaging.

  • You must have the receipt or proof of purchase (your Order ID).

Please note: Certain items cannot be returned, such as personalized/custom-made products, gift cards, or sealed goods that were unsealed after delivery and are not suitable for return due to health protection or hygiene reasons.

3. How to Initiate a Return To start the return process, please follow these steps:

  1. Contact us at [info@tuff.hr] within 14 days of receiving your item. Please include your Order ID and the reason for the return (optional, but it helps us improve!).

  2. We will respond with instructions and the return shipping address.

  3. Securely pack the item and ship it back to us.

Return Shipping Address: Tuff j.d.o.o. Školska ulica 3, 42214 Sveti Ilija, Croatia

4. Return Shipping Costs You will be responsible for paying your own shipping costs for returning the item unless the product arrived damaged or we made an error with your order. We strongly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

5. Refunds Once we receive your returned item, we will inspect it and notify you of the status of your refund.

  • If your return is approved, we will initiate a refund to your original method of payment (Credit Card, Bank Transfer, etc.).

  • You will receive the credit within a certain amount of days, depending on your card issuer’s or bank’s policies (usually within 14 business days of receiving returned product).

  • We will refund the total cost of the items, including standard original delivery costs (if applicable). However, return shipping costs are non-refundable.

6. Exchanges We only replace items if they are defective or damaged upon arrival. If you need a different size or color, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

7. Damaged or Defective Items If you receive a product that is damaged, defective, or incorrect, please contact us immediately at info@tuff.hr with your Order ID and a photo of the item. We will arrange a replacement or a full refund, and we will cover all shipping costs associated with the error.

8. Contact Us If you have any questions on how to return your item to us, feel free to contact us at:

  • Email: info@tuff.hr