Refund policy
Refund and Exchange Policy
1. General Provisions
This Refund and Exchange Policy governs the conditions, procedures, and limitations applicable to the return, exchange, and refund of products purchased through the electronic store www.tuqris.com, operated by the TUQRIS brand.
TUQRIS conducts its commercial activity in accordance with the legislation of the Republic of Moldova, including Law No. 105-XV of 13 March 2003 on Consumer Protection, as well as other applicable regulations governing e-commerce and distance contracts.
By placing an order on the website, the buyer confirms that they have read and agreed to the terms of this Policy.
2. Merchant Information and Return Location
In accordance with the legal requirements regarding consumer information, TUQRIS provides the following identification and contact details:
Online store: TUQRIS
Website: www.tuqris.com
Warehouse and official address for returns or exchanges (as required by law):
Calea Moșilor 18, Chișinău, MD-2024, Republic of Moldova
This address represents the official warehouse location and the designated reception point for returns, exchanges, and complaints, where consumers may return products in compliance with the law and this Policy.
Contact email for returns and complaints:
info@tuqris.md
3. Notification of Return or Complaint
Prior to sending any product to TUQRIS, the buyer is required to submit a written notification to info@tuqris.md
, which must include:
the order number;
the purchase date;
a description of the reason for the request;
the requested option (repair, replacement, or refund, as applicable).
Upon receipt of the notification, TUQRIS will review the request and contact the buyer to communicate the next steps.
4. General Conditions for Product Returns
Products accepted for inspection or return must:
be shipped to Calea Moșilor 18, Chișinău, MD-2024, Republic of Moldova;
be returned in their original packaging, with all tags intact;
be accompanied by the purchase documents;
show no signs of wear, mechanical damage, or unauthorized intervention, except in cases where a manufacturing defect is claimed.
TUQRIS reserves the right to refuse products returned in violation of the above conditions.
5. Legal Limitations on the Return of Jewelry
According to Law No. 105-XV of 13.03.2003 on Consumer Protection, Annex – List of non-food products of appropriate quality that cannot be replaced with a similar product, jewelry items are expressly included among the products that cannot be returned or exchanged if they are compliant.
Pursuant to these legal provisions, jewelry made of precious metals, including silver jewelry sold by TUQRIS, cannot be returned or exchanged if:
the product corresponds to the placed order;
it shows no manufacturing defects or non-conformities.
The general right of withdrawal applicable to distance contracts does not apply to these products.
6. Defective Products and Legal Warranty
TUQRIS is liable for any lack of conformity existing at the time of delivery, in accordance with applicable legislation. In the event of a confirmed manufacturing defect, the buyer is entitled, as applicable, to request:
repair of the product;
replacement of the product;
a proportional price reduction;
a refund of the amount paid.
The consumer is required to notify the seller of the defect within a maximum of 2 months from the date of its discovery. Products claimed as defective must be sent for evaluation to the following address:
Calea Moșilor 18, Chișinău, MD-2024, Republic of Moldova.
7. Custom-Made and Personalized Products
Products made to order or personalized according to the buyer’s individual specifications (including, but not limited to: custom sizes, engravings, design modifications, etc.) cannot be returned, exchanged, or refunded, as they are manufactured upon the buyer’s explicit request and cannot be resold as standard products.
By placing such an order, the buyer expressly agrees to the final and non-refundable nature of the purchase.
8. Shipping Costs
If a return is approved due to a confirmed manufacturing defect, the shipping costs related to the return will be borne by TUQRIS.
In all other cases, the costs of shipping products to the warehouse shall be borne by the buyer.
9. Final Provisions
This Policy is valid as of the date of publication on the website and may be amended without prior notice, in accordance with legislative changes or TUQRIS’s commercial policy. The updated version is permanently available on www.tuqris.com.