CANCELLATION, RETURN & EXCHANGE POLICY
It is our intention to ensure our customers are satisfied with their purchases from us.
Cancellation
We fully understand that sometimes you might change your mind regarding your purchase. If you change your mind before receiving your order just email our Concierge Service at [email protected] to cancel your order and we will use all reasonable endeavors to cancel it providing your order has not yet been processed. If your order has already been processed, such cancelation will be treated as a return. Please refer to our Return section below for further information. In all circumstances, you can always contact our Concierge Service who will be happy to assist you.
Return
For online purchases you can return the products by contacting the Tanagra Concierge Service. To do so, you can request a return, free of charge, via our Concierge Service who will arrange for a free pick up via our partner courier service.
All products must be returned to us unused, in the same condition as received, sealed with the Tanagra box and custom packaging, along with the original invoice within 30 days of the date of purchase of your order. We will not accept any returns if the original packaging has been opened or tampered with.
Returns that are damaged or soiled may not be accepted and may be returned to you.
Once we have received and inspected the returned product(s) and approved the return by email to you, we will refund the price paid by you for the product (including VAT) with the exception of any other applicable taxes or import duties and delivery and return charges, as follows:
If you paid:
- by credit/debit card (either online or on delivery), we will process the refund by crediting the same credit/debit card used when the order was placed. Please note that refunds can take up to ten to fourteen (10 -14) business days to show on your account due to varying processing times between payment providers;
- by cash on delivery. If product is returned by courier, we will issue a credit note that will reflect in your account on the Website.
If you receive a wrong product, or a product received by you is damaged or defective, or if you simply wish to return your product for any reason, please log into your account via the My Account page and fill in the Return Form in order to start the return process. Our Concierge Service will contact you to assist you with your return request within two (2) business days.
Products are damaged or defective if they are received damaged or where a manufacturing fault occurs within six (6) months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be damaged or defective. Where possible, we will offer to repair defective items.
For all defective items outside of our Return Policy, please contact our Concierge Service. Should you receive an item that is not in perfect condition please contact us immediately.
Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
We offer a flexible return policy to make your online shopping experience as easy and convenient as possible. However, we monitor the number of returns made by customers and may refuse to accept orders at our discretion if products are returned repeatedly.
If you received an item as a gift and wish to return it, please contact our Concierge Service who will be happy to assist you in your request. All products must be unused and with all Tanagra and designer tags still attached and in the same condition as received, in their original box and packaging, with the original invoice within 10 days of the date of your order.
Please note that you may not return any personalized products.
Exchange
Please note that we do not offer any exchanges. You are invited to return your product and then place a new order for the product you wish to purchase, subject to stock availability.