Terms & Conditions

Tragic Turtle Terms and Conditions

Effective Date: 9th April 2025

These Terms and Conditions (“Terms”) govern your use of the website and services provided by Tragic Turtle (“we,” “us,” or “our”) through tragicturtle.com and other Tragic Turtle properties (collectively, the “Site”). By accessing or purchasing from our Site, you agree to be bound by these Terms.

These Terms apply to all purchases and interactions on Tragic Turtle properties unless otherwise specified.

1. Modification of Terms

We may modify these Terms at any time. If significant changes are made, we will notify you via email or a prominent notice on our website. Your continued use of the website constitutes your acceptance of any changes to the Terms. We recommend reviewing these Terms regularly to stay informed of any updates.

2. Product Purchases

• Pricing: Prices for products and services are in GBP (£), unless stated otherwise. Additional taxes or fees, including VAT, may apply.

• Order Process: After placing an order, we will send you a confirmation email. Your order will be processed once we’ve verified the payment and the product details.

• Payment: Payment must be made through our secure payment gateway. By providing payment details, you authorise us to process your payment according to the information provided.

• Promotions: If you have a promotional code, apply it at checkout to receive the discount. Promotional offers cannot be combined unless explicitly stated.

3. Delivery & Returns

Please refer to our Delivery & Returns page for detailed information regarding shipping methods, delivery times, and related policies.

Additionally, this page contains full details of our return policy. Returns are accepted under certain conditions, such as products being faulty, not as described, or damaged.

4. User-Generated Content

Users may at times submit content such as reviews, images, or comments to the Site. By submitting any content, you represent and warrant that you own or have the necessary rights to use and authorise the use of the content. You grant Tragic Turtle a worldwide, royalty-free, and irrevocable licence to use, display, and distribute the content in connection with our services.

• Prohibited Content: You must not submit content that is unlawful, offensive, defamatory, or infringes upon the rights of others. We reserve the right to remove any content that violates these terms.

• Moderation: We may, at our discretion, monitor or moderate user-generated content on the Site.

5. Digital Products and Services

Tragic Turtle may offer digital products or services, such as eCards or downloadable content. The following applies to such products:

• Delivery: Digital products are considered delivered once sent to your provided email address or made available for download.

• Refunds: Due to the nature of digital products, refunds may not be available once the product has been delivered, unless the product is faulty or not as described.

6. Limitations on Liability

To the fullest extent permitted by law, Tragic Turtle is not liable for any damages arising out of your use of the Site, including but not limited to direct, indirect, incidental, special, or consequential damages. This limitation applies to any claims based on warranty, contract, or any other legal theory, even if we have been advised of the possibility of such damages.

7. Dispute Resolution

We will attempt to resolve any disputes amicably, but if we cannot, these Terms are governed by and construed in accordance with the laws of England and Wales, and you agree to submit to the exclusive jurisdiction of the courts of England and Wales. This does not affect any mandatory rights you may have under your local consumer protection laws.

8. Privacy and Data Protection

We are committed to protecting your privacy. Your use of our Site is also governed by our Privacy Policy, which details how we collect, store, and use your personal information.

9. Force Majeure

We are not liable for any failure or delay in performance due to events beyond our control, including but not limited to natural disasters, strikes, or technical failures.

10. Product Availability and Errors

Occasionally, there may be errors in product availability, pricing, or descriptions. We will correct any errors and notify you if an issue arises with your order. If we are unable to fulfil your order due to such an error, we will issue a full refund.

Purchase Terms

Effective Date: 9th April 2025

These Purchase Terms apply to all transactions made via tragicturtle.com and any other Tragic Turtle platforms that link to these terms, unless superseded by specific Subscription Service Terms. They form part of the Tragic Turtle Terms of Use and constitute a legally binding agreement between you (the customer) and Tragic Turtle (“we”, “us”, or “our”).

If you have any questions, you can contact us by email at support@tragicturtle.com. If we need to contact you, we will use the email or postal address you provided at checkout. References to “writing” include email.

1. Purchasing Products or Services

All prices, fees, and charges are shown in pounds sterling (GBP) unless stated otherwise. By placing an order, you agree to pay all applicable charges at the current rates.

Promotional codes must be applied at checkout and cannot be applied retrospectively. We do not offer refunds or credits if prices are later reduced or products become part of a promotion.

2. Payment via Third-Party Providers

Payment is processed securely through third-party providers (e.g. Stripe, Google Pay etc). You may be required to accept additional terms from those providers.

We are not liable for issues arising from the use of these providers, as permitted by law.

3. Listed and Strikethrough Prices

Any “strikethrough” or “was” pricing reflects a previous sale price, seasonal price, or market comparison. It may not reflect the current price in all sales channels or at all times.

4. Delivery

Orders are dispatched via Royal Mail to mainland UK addresses unless otherwise stated. Delivery times vary depending on the selected service:

• 1st Class: allow up to 5 working days

• 2nd Class: allow up to 10 working days

Proof of postage can be provided upon request. If your order has not arrived after the expected period, please contact us at support@tragicturtle.com.

5. Returns and Refunds

5.1 Change of Mind

You may return non-personalised items in saleable condition within 14 days of receipt for a full refund. You are responsible for the return postage unless we are at fault. We reserve the right to deduct from your refund if the item shows signs of handling beyond what is acceptable in a retail setting.

5.2 Faulty or Incorrect Items

If your order arrives damaged, faulty, or is not what you ordered, please contact us via email within 30 days of receipt. We may request a photo showing the issue to help process your return efficiently.

This includes damage caused in transit by Royal Mail (e.g. cards that arrive bent, ripped, or water-damaged). We will offer either a full refund or a replacement/reprint free of charge. We do not offer both.

We will cover the return postage costs only if:

• the item is faulty or misdescribed;

• the item was damaged during delivery;

• we requested the return (e.g. for inspection or recall);

• you are cancelling due to a delay or error on our part.

Important: For personalised items, we cannot offer refunds if the issue is due to:

• spelling errors made by you during ordering;

• low-quality images uploaded that do not meet our guidelines;

• damage or misuse after delivery.

6. Payment Disputes

If you believe a payment has been made in error, you must notify us in writing within 30 days or within the timeframe set by your card issuer.

Disputes should be directed to: support@tragicturtle.com.

If you paid by credit card and your order was over £100, you may have additional protections under the Consumer Credit Act 1974 (Section 75).

7. Order Limits

We reserve the right to limit the number of items purchased per person, household, or order, including duplicate addresses or payment methods. You will be notified if such limits apply to your order.

8. Order Cancellations

Your order forms a contract once confirmed by email. We may cancel orders at our discretion, for example, due to:

• lack of stock;

• errors in pricing or product descriptions;

• issues verifying your payment or delivery information.

You will not be charged unless your payment has been authorised and your order confirmed.

You may cancel within 14 days of placing your order, unless:

• the item is personalised;

• the service has already been fully performed;

• the product is digital and has already been accessed;

• the product is sealed for hygiene or health reasons and has been unsealed.

9. Product Information and Accuracy

We strive to ensure all product descriptions, images, and pricing are accurate and up to date. However, occasional errors or omissions may occur, and we reserve the right to correct these at any time, including after an order is placed.

Product colours may appear differently depending on your device’s screen settings. Additionally, as many of our items are handmade, there may be natural variations such as paper colour, paper texture, image colour, and image cropping compared to the product photos shown on the website. These subtle differences are part of the character and individuality of handmade items and are not considered faults.

For personalised products, the final result also depends on the quality of the content (text or images) you provide. Please follow the upload and formatting guidelines on our website to ensure the best possible outcome.

10. VAT and Taxes

All applicable UK Value Added Tax (VAT) and other taxes are included in your order total, provided the order is being delivered to a mainland UK address.

Additional charges such as import duties or local taxes may apply if your order is being delivered outside of mainland UK, and these are the responsibility of the customer unless otherwise stated.