Return policy
At Tie-Lux, we strive to ensure that both the product and the entire sales process are perfect, achieving maximum customer satisfaction. Unfortunately, this isn't always possible.
We offer a 14-day return period from the date your order is received. In this case, you will be refunded the full amount of the products, excluding the return shipping costs (€4.95).
In the case of a defective or defective product, Tie-Lux will cover all costs for repair, replacement, or refund, as appropriate. All of these procedures are free of charge to the consumer.
In the case of the Tie-Lux Pack, you may request an individual return for one or more products. The refund amount will be the amount applied to the product, resulting from the discount, less the return shipping costs.
If your order has already been shipped, you cannot change the delivery address or cancel the order.
PRODUCT RETURN CONDITIONS
Due to the nature of our products, which are event or party accessories, to be eligible for a refund, the products must be returned in the same condition as when they were delivered, in their original packaging, with all tags attached, unworn, with no signs of wear, odorless, and unwashed.
It is extremely important that THE PRODUCT HAS NOT BEEN USED.
RETURN PROCEDURE
- You must send an email to: info@tie-lux.com where you must express your desire for a return and must include:
- Order number
- Product to be returned
- If you wish to ship from a location other than the delivery location, you must specify this.
- Reason for return (optional but helps us improve a lot)
- We'll verify that the return conditions are met and, if applicable, we'll send you the return label.
- Prepare the package in the same condition as you received it and affix the label we sent you to the outside.
- Deliver the package to the nearest Post Office within a maximum of 5 business days.
- Once we receive the merchandise, we will verify that the product meets all the requirements established in the PRODUCT RETURN CONDITIONS section.
- If the conditions are met, we will refund the amount of the product, excluding shipping costs (€4.95), within a maximum of 14 calendar days, using the same payment method used to place the order.
- If the conditions are not met, if the customer wishes to have the same product sent to them again, they will be responsible for the new shipping costs (€4.95).
CONDITIONS IN CASE OF DEFECT OR SHIPPING ERROR
If you receive a shipment with packaging defects (broken or damaged packaging), you must refuse delivery to the shipping company and notify us so we can send you a new shipment as quickly as possible.
Once you receive the product, please inspect it thoroughly. If you notice any manufacturing defects or shipping errors, we must first verify the defect or error in the part. To do so, immediately after receiving it (within 48 hours), you must send photos of the defect, proving that the item is indeed damaged, deteriorated, or defective, to our email address info@tie-lux.com.
It is important that THE PRODUCT HAS NOT BEEN USED.
Any possible color variation from the photograph to the actual product will not be considered a defect, manufacturing defect, or mismatch between the product ordered and the one received.
Once the photos are received and the defect or error is confirmed, the Tie-Lux team will authorize the return. From then on, everything is our responsibility.
In this case, returns that have not been previously authorized will not be accepted.
Tie-Lux will provide the customer with the necessary instructions at all times to manage the return with the courier service.
Once the merchandise is received, the condition of the returned products will be checked. We will verify that the products are delivered in their original packaging, unused, with no signs of wear, odorless, unwashed, and with all tags attached.
Once verified, you will receive a full refund for your order within a maximum of 14 calendar days.
At Tie-Lux, we want our customers to be satisfied, and that's why we offer a continuous after-sales service that you can contact at info@tie-lux.com or by calling +34 614 35 88 56.
Policies applicable to orders placed on or after 10/14/2024.