Last updated: 27/02/2025
1. RIGHT OF RETURN
The customer may exercise the right of return within 14 consecutive days from the date they acquired physical possession of the products, without needing to provide a reason. To do so, you must communicate your intention via email to geral@tisanium.com, indicating:
- Name and address
- Order number
- Express declaration of intent to return.
2. RETURN CONDITIONS AND PROCESS
The return of products must meet the following conditions:
- The product must be returned unused, in perfect condition, and in its original, undamaged packaging. The customer must ensure that the shipping conditions are suitable for the product to arrive intact at TISANIUM.
- Products that have been opened, used, or improperly handled will not be accepted for return.
- The item must be shipped within 14 days of receiving notification of the return.
3. RETURN COSTS
- The direct costs of the return are the responsibility of the customer, except when the return occurs due to an error by TISANIUM or a product defect.
- The customer can choose to ship the product themselves or request pickup by a carrier designated by TISANIUM (in this case, the cost of the service will be deducted from the refund).
4. REFUND
- The refund will be processed within a maximum of 14 days after receipt and verification of the returned products.
- The refund will be processed using the same payment method used for the purchase, or via bank transfer if the customer provides a valid IBAN.
- If the products are not in suitable condition for return, the refund may be refused.
5. EXCEPTIONS TO THE RIGHT OF RETURN
- Customized or custom-made products.
- Perishable products or products that, for hygiene and safety reasons, cannot be returned after opening.
- Orders that show damage caused by the customer.
For more information or clarification, please contact us at geral@tisanium.com.