Returns Policy

No Fuss Returns Policy - Extended to 90 days 

 

We want you to have a care-free shopping experience at Tegen Online so if you are not completely happy with your new hair accessory please return it to us and we will refund you or offer you an exchange.


We have updated our online returns policy for orders placed from March 2020 until further notice:

You now have 90-days to return item(s) for an exchange or refund.

When returning, please safely package up your item(s) and include your completed returns form. 

 

If you wish to make a return, that's not a problem, simply use the Returns Form included with your order, fill it in with the details letting us know what you would like to do and include your order number as reference, then tape it to the front of the box, with the product you wish to return. 

If you no longer have your returns form Click here for a printable returns form.

Send your return to:

Tegen Accessories
Kingslake House
Union Street
Brighton 
BN1 1HA
United Kingdom.

 

Tegen Promise Guarantee

If your hair accessory is within the Tegen Promise Guarantee, we will be more than happy to replace it for you. Click here to find out more information about our Tegen Promise Guarantee.

We will need a photo of your accessory  for our records, to identify the issue and to be able to honour this guarantee. We are able to look up your order with the email address used to purchase so a receipt is not required. Products that have been modified in any way and products that have been damaged as a direct result of mishandling and failure to follow our maintenance guide, to properly take care of your accessories, will not be covered under the guarantee. Replacements will be sent at our discretion.

1 Year Tegen Promise Guarantee 6 - Month Tegen Promise Guarantee
1 year Tegen Promise Guarantee - Hair Accessories Warranty - Tegen Accessories
6 month Tegen Promise Guarantee - Hair Accessories Warranty - Tegen Accessories

 

Full returns policy:

This is our (Tegen Online Ltd) returns policy in relation to the Consumer Protection (Distance Selling) Regulations 2000. The goods and services for sale on this site are all owned and supplied to you and by Tegen Online Ltd. Your contract as the consumer is with Tegen Online Ltd which is a registered company in Eng & Wales No: 09219512. This is not to be confused with Retail Accessories Meeting House Lane Ltd that sold goods from the physical location known as Tegen, 19 Meeting House Lane, Brighton (now permanently closed). Refunds and exchanges of goods and services purchased in person at the Tegen Boutique are to be dealt within store and are not the responsibility of Tegen Online Ltd.

Our policy covers your purchases for 90 days from the date you received your order. If 90 days have gone by since your delivery, unfortunately, we can’t offer you a refund or exchange under the Consumer Protection (Distance Selling) regulations 2000. Your statuary rights under the sale of goods act are not affected.

To be eligible for a refund, your item must be unused and in the same condition that you received it. Some items are fitted with a tamper-proof tag. The tag is designed to not impede inspection of your goods and must still be intact if you exercise your right under the consumer protection (distance selling) regulations 2000 in pursuit of a refund. Removal or tampering with this tag will be viewed by Tegen Online Ltd as full and final acceptance of your goods.
Please note that items such as fascinators are provided in hat boxes. These boxes form part of the item sold to you and should be returned to us in good order. If you do decide to return your item we recommend you wrap the whole hat box and fascinator in something such as a bin bag to avoid any stickers being attached to the box in transit.

Unfortunately, some types of goods are exempt from being returned. These items are; custom made items/orders, earrings, hairbrushes, gift cards, any item not in its original condition (i.e. damaged or missing parts for reasons not due to our error) or any item that is returned more than 14 days after your initial contact.

To process your return, we require a receipt or proof of purchase. After contacting us you will need to post your purchase back to us at Tegen Accessories, Kingslake House, Union Street, Brighton, BN1 1HA, United Kingdom. Click here for our returns form. We remind you that you are responsible for the goods until they are back in our possession and are also responsible for any return postage fees. Please do not send your purchase back to the manufacturer.

For any international returns and exchanges, the customer will be responsible for all postage costs. 


Refund procedure

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed as follows: The full amount paid for your goods and (if you didn't have free delivery on your order) the Tegen Standard Delivery cost will be refunded to you. Unfortunately, we cannot refund you for express or international delivery options or the return postage. A credit will automatically be applied to your original method of payment, within 7 days. If you haven’t received a refund after 7 days, first check your bank account and contact your card company directly as it may take some time before your refund is officially posted by them.

If you’ve done all of this and you still have not received your refund yet, please contact us.


Credits

At your request instead of a cash refund, a credit to the value of your due refund can be applied to your My Tegen Account for you to spend in part or full at your own leisure. The credit will remain on your account for 1 year and can be used in full or part payment for items from our website.


Exchange procedure

We can replace items if they are defective or damaged as per the sale of goods act. If you need to exchange it for the same item, send us an email at info@tegenaccessories.co.uk and send your item to: Tegen Accessories, Kingslake House, Union Street, Brighton, BN1 1HA, United Kingdom.


Gifts and Refunds/Returns

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will have to send a refund to the gift giver and they will find out about your return. 

As a company we are very conscious about sustainability and for that reason we aim to put more than one handmade hair accessory in each dust bag. We ask that with returns that you return your dust bag with the item unless another item from within the dust bag was kept. If you are ordering as a gift and wish to request one dust bag per item, please add a note on your order at checkout.

Bundle Boxes

When purchasing our bundle boxes, if there is an item that you are unhappy with, we will exchange this item for you for another item of the same value or more that you may pay the difference. The box itself falls under our full returns policy if all of the items are returned unused and in the same condition that they were received including gift wrapping and dust bags. In the very unlikely event that one or more of the items in your box are defected, we will of course replace this item in line with our Tegen Promise Guarantee, please just email us a photo of the item and we can process this for you. All returns and exchanges are at the discretion of the company. Unfortunately, you may not return only one item from the box for a refund as the box is sold as one product.


Returning Faulty Items

In the event of receiving a faulty item, please do not send the item back to us. First, send us an email with your order number, summary of the problem and include photographs of the broken item which we can use to identify the issue and keep for our records. We will then work to organise a replacement for you, or provide you with a refund. Usually, you will not be required to send the broken item back to us so please do not return anything before contacting us. If we do need you to send the item back to us for further investigation, we will cover the cost of return postage.

 

Missing Parcels UK

If you chose our UK Standard Delivery service and your parcel has not arrived ten working days after despatch, please get in touch. At this point we will declare your parcel as missing and the Customer Care team will provide you with the next steps.  

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