Last updated: 11 September 2026
We want your aquascape to become just as amazing as you imagined. That is why we offer an eight-week voluntary returns policy, so you can try different options until you achieve the result you want.
Live plants – exception from the open purchase policy and the right of withdrawal
Live plants are not covered by our eight-week open purchase policy or voluntary returns policy. The right of withdrawal does not apply to live plants that may deteriorate or become too old quickly. This does not affect your statutory right to make a claim if the goods are defective.
Statutory right of withdrawal
Where the statutory right of withdrawal applies, you have 14 days from receipt to notify us that you wish to withdraw from the purchase. Notify us at info@tuskwood.com. The goods must then be returned within 14 days. You pay the return shipping cost. You may examine the goods; any compensation for diminished value applies only to handling beyond what is necessary to establish their nature, characteristics or functioning, and provided that the prescribed information has been given.
If you withdraw from the entire purchase, we refund the price of the goods and the cost of our standard delivery. Any additional cost for a more expensive delivery option is not refunded. Refunds are made without undue delay, no later than 14 days after your notice, but may be withheld until we have received the goods or proof that they have been returned. We use the same payment method as for the purchase.
You may use the Swedish Consumer Agency's standard withdrawal form, but it is not required. Our voluntary eight-week returns policy is an additional benefit and does not limit your statutory right of withdrawal. The exception for live plants is described above.
1. Voluntary 8-week returns policy (Our Scaper Guarantee)
We know that it's hard to see exactly how a root fits until you hold it over the aquarium. That's why we offer an 8-week (56-day) voluntary returns policy from the date you receive the goods.
- Buy the pieces you choose from.
- Try them in your ”hardscape” (dry).
- Send back what was left over or did not fit.
2. Terms for our voluntary returns policy
The following terms apply to returns under our voluntary returns policy. They do not limit your statutory right of withdrawal:
- The goods must be in as-new condition. As it is a natural material, this means that the roots/stones must not have been sawn, glued, boiled or soaked.
- The product should be packed well (preferably in its original packaging) so that it is not damaged during transport.
3. return freight
When exercising the right of cancellation or open purchase, you are responsible for the return shipping costs.
- You can choose any shipping company, but we recommend that the parcel is sent trackable.
- Always keep the return receipt until we have confirmed that we have received the return.
4. How do I use our voluntary returns policy?
- Email us at info@tuskwood.com within 56 days of receiving the goods and state your order number and which products you wish to return.
- We will send you instructions and a return address: Tuskwood, Idstigen 2, 34337 Älmhult.
- Pack the goods carefully and send them back to us.
5. Refund under the voluntary returns policy
Under our voluntary returns policy, we refund the price of the goods once we have received and checked that they are in as-new condition. The original shipping cost is not refunded under the voluntary offer. We use the same payment method as for the purchase, normally within 7 working days of receiving the return. For the statutory right of withdrawal, the refund rules in the section above apply instead.
6. Complaints
If goods are damaged on arrival or you have received the wrong product, please contact us as soon as possible at info@tuskwood.com. You have the right to make a claim for original defects under the Consumer Sales Act. A claim must be made within a reasonable time after you noticed, or should have noticed, the defect; within two months of noticing the defect is always considered timely. The right to make a claim applies for three years from the date you received the goods. For an approved claim, Tuskwood.com covers all shipping costs. We follow the recommendations of the National Board for Consumer Disputes (ARN).