RETURN AND REFUND POLICY
If for any reason you are not satisfied with your purchase, please contact us at firstname.lastname@example.org. We will provide you with further instructions on where returns should be shipped and the amount you will be refunded.
We will accept returns of unused, unopened, unworn, unwashed or defective merchandise within 14 days of delivery confirmation. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
Several types of goods are exempt from being returned. All types of personalised and custom made-to-order merchandises such as wooden letters, personalised prints, wooden blocks or custom and commission works cannot be returned. We also do not accept fabric and other products that are made-to-order.
Additional non-returnable items (if applicable);
- Gift cards, downloadable products, and Item that is returned to sender because of customer unclaimed the item.
- There are certain situations where only partial refunds /non-refunds are granted (if applicable).
- Items with obvious signs of use
- Any item not in its original condition is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery.
- Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Online returns cannot be accepted in any of TDH retail stores. However, full price web orders may be exchanged (for the same item) at TDH specialty stores, with proof of online purchase within 30 days of purchase.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com. At this time, we are unable to offer exchanges on international orders.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will only be able to give you shop credit. Once the gift returned item is received, a shop credit note will be emailed to you.
For more information on gift orders, please contact us at firstname.lastname@example.org for specific instructions for exchanging the gift item.
RETURN SHIPPING COST
You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
However, if your refund is accepted, you will receive the original shipping cost that you have paid with your order.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Refund amounts for returned items will be credited to you in the same currency and using the same exchange rate as your original order.
You should expect to receive your refund within 1 - 2 weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 -10 business days), the time it takes us to process your return once we receive it (3 - 5 business days), and the time it takes your bank to process our refund request (5 - 10 business days).
If you need to return an item, simply login to your account, view the order using the 'Complete Orders' link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.