Refund policy

Refund Policy

At Tessivo, we want you to be completely satisfied with your purchase. If for any reason you’re not happy, we offer the following refund and return process:

1. Eligibility for Refunds

  • You may request a refund within 30 days of receiving your order.
  • Items must be unused, in original condition, and in their unopened original packaging to be eligible for a refund.
  • Some items, such as final sale, personalized, or opened products, may not be eligible for a refund.

2. Restocking Fee

  • A 15% restocking fee will be applied to all returned items that are not defective or damaged.
  • This fee helps cover the costs of inspecting, repackaging, and restocking the returned items.
  • The restocking fee will be deducted from your total refund amount.

3. How to Request a Refund

  • To initiate a refund or return, please contact our customer service team at [email address] or [phone number]. Include your order number and a brief description of the reason for the return.
  • Once your request is reviewed, we will provide instructions for returning the item.

4. Refund Process

  • Once the returned item(s) are received and inspected, we will process your refund within 7-10 business days.
  • Refunds will be issued to the original payment method, minus the 15% restocking fee if applicable. Please note that it may take additional time for your bank or card issuer to process the refund.

5. Return Shipping

  • You will be responsible for the cost of return shipping, unless the return is due to an error on our part (e.g., damaged or incorrect item).
  • We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned item.

6. Damaged or Defective Items

  • In the event of a product issue, such as damage, defects, or discrepancies, please include images or videos showing the issue in detail. Ensure that the product, including any visible damage or defects, is clearly visible. This helps us assess the situation and process your refund, replacement, or exchange as quickly as possible.
  • If you receive a damaged or defective item, please notify us within 7 days of receiving your order. We will cover return shipping costs and provide a full refund or replacement.

7. Exchanges

  • If you would like to exchange an item for a different size, colour, or style, please follow the return procedure. After the return is processed, you may place a new order for the exchange.