Refund Policy

Last updated: September 7, 2026

Store and contact details

Store name: Mytuku

Business address: Joseph-Haydn-Straße 9, Rosenheim 83024, Germany

1. Scope and mandatory rights

This policy supplements and does not limit mandatory German and European Union rights, including statutory withdrawal and remedies for unsafe, damaged, incorrect or non-conforming goods.

2. Statutory 14-day withdrawal right

Unless a legal exception applies, a consumer may withdraw from a qualifying distance contract without giving a reason within 14 days. For goods, the period generally begins when the consumer or a nominated third party other than the carrier receives the goods. Special timing rules apply to multiple goods, lots and regular deliveries.

3. Voluntary 30-day return policy

In addition to statutory rights, we accept voluntary change-of-mind returns requested within 30 days after the customer receives the goods. The goods must be unused, unworn, unwashed and in resalable condition, with original tags, accessories and packaging where reasonably possible.

4. How to withdraw or request a return

Send a clear request through https://www.mytuku.com/pages/contact or hello@mytuku.com. Include your name, order number and the goods concerned. Prior approval is not a condition for a timely statutory withdrawal, but contacting us first allows us to provide correct return instructions.

5. Return method and address

Returns are accepted by tracked postal or parcel service.

Return address: Joseph-Haydn-Straße 9, Rosenheim 83024, Germany

After communicating a statutory withdrawal, return the goods without undue delay and no later than 14 days. Keep proof of dispatch until the return and refund are completed.

6. Return shipping costs

The customer pays the direct cost of return shipping for statutory withdrawal and voluntary change-of-mind returns. We pay reasonable return costs for defective, damaged, incorrect or non-conforming goods where required by law.

7. Restocking fee and exchanges

We do not charge a restocking fee. We do not offer direct exchanges. To obtain another product, return the eligible item and place a new order.

8. Statutory withdrawal refunds

We reimburse qualifying payments, including the least expensive standard delivery option offered, without undue delay and no later than 14 days after receiving the withdrawal notice. For goods, reimbursement may be withheld until we receive the goods or the customer supplies evidence of return, whichever occurs first. Additional delivery upgrades need not be reimbursed.

9. Voluntary-return refunds

After receiving and inspecting an eligible voluntary return, we issue the approved refund within five business days. Refunds are made to the original payment method unless another method is legally required or expressly agreed without prohibited cost. A bank or wallet may require additional posting time.

10. Exceptions

Statutory withdrawal exceptions may apply to personalised goods, rapidly perishable goods and sealed goods unsuitable for return for health-protection or hygiene reasons after unsealing. We apply an exception only when its legal conditions are met and disclosed before purchase.

11. Defective, damaged or incorrect goods

Contact hello@mytuku.com with the order number, a description and reasonable evidence. A delayed report does not automatically remove mandatory rights. We provide the applicable repair, replacement, price reduction, contract termination or refund remedy.

12. Return records

We record the return, inspection result, refund amount, payment method and issue date. Responsibility for a lost return depends on who arranged the transport and mandatory law.