Here at Tuango, your satisfaction is our priority. This is why we are fully committed to offer you an unparalleled customer service and a flexible refund policy, adapted to today's reality.
Please note that this policy does not apply to products being shipped to Tuango members. For products requiring shipment, the refund policy will be described in the offer details. For Boutique products, see policy below.
Also, certain types of offers may be considered "final sales-non-refundable" and are not admissible under the above-mentioned policy. If this mention applies, it will be specified in the offer's details.
Finally, when you purchase a coupon through our platform, it must be exchanged with the merchant stated therein. The merchant is the only party responsible for providing the service and giving a compensation or refund when they are unable to honour the service purchased.
Money back guarantee
Up until the voucher expiry date and as long as the voucher has not been used or a reservation has not yet been made with the merchant, you can get your money back UNLESS stated otherwise in the details section of the offer. No matter the motive, your refund request will be honoured. You simply must contact our customer service department by phone or email at firstname.lastname@example.org.
We will reimburse the same credit card or Paypal account you used to make the purchase. Please allow up to 2 weeks for your reimbursement to show up on your credit card statement.
This new policy applies to purchases made from September 1, 2020. For purchases made before September 1, 2020 the 14-day refund policy applies.
The Tuango commitment
Tuango's service is to sell discounted vouchers on behalf of merchants who are fully responsible by contract with Tuango for honouring their obligations. Once Tuango has paid the merchants to deliver their goods or services to Tuango members, Tuango is no longer legally responsible in case a merchant is not able to fulfill its obligations for reasons such as bankruptcy, closure, business interruption, unfavourable weather conditions or other. However, in order to offer our customers the best possible service, Tuango will proceed to do a case-by-case analysis for compensation claims if the coupon is still within its validity period. We will do our best to find an acceptable resolution.
This policy does not apply to gift cards or gift certificates or to offers where vouchers are sold without expiry date.
After the expiration date of the Tuango voucher, the voucher owner will not be able to get a refund from Tuango. It is important for Tuango members to use their vouchers before the expiration date, so that they can benefit from the full value of the vouchers. However, for Quebec residents, the merchant is bound to honor the Tuango voucher for the amount paid after its expiry. For residents of Ontario and elsewhere in Canada, the provincial and federal laws apply. Please note that some exceptions apply for some certain services defined and used for a predetermined season: the voucher can lose its full value and the merchant is under no obligation to honour the voucher for the amount paid. If a merchant closes down after the coupon has expired and the coupon has not been used, Tuango will not refund the user in any way.
Lost or stolen gift certificate
In the event of a theft or if you were to lose a gift certificate that was sent to you by mail, it will not be replaced or refunded. It is the user's responsibility to protect themselves from this kind of situation.
Do not hesitate to contact us for any questions, inquiries or comments.
Please note that due to the heavily discounted nature of the products sold in the Tuango Boutique purchases are final unless otherwise specified in the details of the offer.
However, if the product is damaged or defective upon reception or if you receive the wrong order (quantity, model, etc.), don’t worry, just contact us within 14 days and we’ll make it right.
After 14 days of receiving your product, only the manufacturer’s warranty will apply if included. We invite you to read the details of the offer to see if a warranty is offered. After 14 days, Tuango will not provide refunds or exchanges for products.
Rest assured that we certify the quality and authenticity of our products, thanks to our dedicated team of buyers that insure a prime selection of products in the Tuango Boutique.