Return Policy

Last Updated: February 2026

At Happy Turtle Marketplace, we want you to be completely satisfied with your purchase. Since our products are sold by independent vendors, returns are handled by the individual seller. Here is how the process works.

Return Window

You may request a return within 30 days of receiving your order. The item must be in its original condition, unused, and in the original packaging (where applicable).

How to Request a Return

1. Log in to your account and go to My Orders
2. Find the order and click Request Return
3. Select a reason for the return and provide a brief description
4. Optionally upload photos showing the issue
5. Submit your request -- the vendor will be notified

Vendor Review

The vendor will review your return request and respond within 3 business days. If approved, the vendor will provide return shipping instructions and, where applicable, a prepaid return shipping label.

Refund Process

• Once the vendor receives and inspects the returned item, your refund will be processed
• Refunds are issued to your original payment method via Stripe
• Please allow 5-10 business days for the refund to appear on your statement
• Shipping costs are non-refundable unless the return is due to a vendor error

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately. Take photos of the item and packaging and submit a return request. In these cases, the vendor is responsible for return shipping costs and a full refund including original shipping.

Non-Returnable Items

The following items generally cannot be returned:

• Digital products (downloads)
• Perishable goods (food, flowers)
• Personal care items that have been opened (for hygiene reasons)
• Custom or personalized items

Individual vendors may have additional return restrictions listed on their product pages.

Order Cancellation

You may cancel an order at no cost as long as the vendor has not yet created a shipping label. Once an order has shipped, cancellation is not possible and you must follow the return process above.

Disputes and Escalation

If a vendor denies your return request and you believe the decision is unfair, you can escalate the issue to our support team. We will review the case and make a final decision, which may include issuing a full or partial refund at our discretion.

Contact Us

For return-related questions, contact us at support@happyturtle.xyz.