Return and exchange policy
1. Return and Exchange Period
You may apply for a return or exchange within 30 days from the date you receive the product. Requests submitted after this period will not be accepted.
2. Eligible Conditions for Returns and Exchanges
Within the valid period, you may request a return or exchange if any of the following conditions apply:
The product has visible appearance defects;
The product has quality-related issues;
The product has an unusual odour or shows significant colour differences;
The received product does not match the order information;
A return or exchange request without a specific reason, provided the product remains in reasonable condition.
3. Return Procedure
To request a return, please follow the steps below:
Contact our customer service team via email or phone to submit a return request, and provide your order number, proof of payment, reason for return, and relevant photos or videos;
Our customer service team will review your request as soon as possible. If approved, we will notify you using your contact details and provide the designated return address;
Please send the product back to the specified return address and wait for us to receive the item;
Once the product is received, we will inspect it promptly. If the stated conditions are confirmed, a refund will be arranged immediately. For detailed refund information, please refer to our Refund Policy.
4. Exchange Procedure
To request an exchange, please follow the steps below:
Contact our customer service team via email or phone to submit an exchange request, and provide your order number, proof of payment, reason for exchange, and relevant photos or videos;
Our customer service team will review your request. If approved, we will notify you and provide the designated return address;
Please return the product to the specified address and wait for us to receive it;
After inspection and confirmation, the replacement product will be shipped within 1 to 3 business days. For delivery timelines and related information, please refer to our Shipping Policy.
5. Refund Processing
Refunds will be handled as follows:
Refund method: Refunds will be issued to the original payment method used, including Visa and MasterCard;
Refund timeframe: Depending on the processing efficiency of the issuing bank, refunds are expected to be credited within 1–5 business days;
If you do not receive the refund within the stated timeframe, please contact us for assistance.
6. Allocation of Costs
Shipping costs related to returns or exchanges are allocated as follows:
For returns or exchanges due to appearance defects, quality issues, unusual odours, significant colour differences, or incorrect items, the return shipping costs will be covered by us;
For returns or exchanges requested without a specific reason, the return shipping costs shall be borne by you.
7. Responsibility Statement
Please ensure that returned products are kept in reasonable condition and include all original accessories. If a return or exchange cannot be completed due to improper packaging or reasons unrelated to the product itself, the case will be handled based on the actual circumstances.
8. Return Label
A return label is included inside the package. Please follow the provided instructions when returning the product to ensure the return process is completed smoothly.
9. Contact Information
Contact Address: 3454 ELY AVE # 1,BRONX,NY 10469,United States
Customer Service Phone: +1 (914) 218-4369
Customer Service Email: contact@tavivella.com
Online Hours: Monday to Friday, 9:00 to 12:30 and 14:00 to 18:00 (Europe/London, GMT/BST)