Refund policy
Your return choices
This Refund Policy covers change-of-mind returns, exchanges, refunds and help with faulty, damaged or incorrect items bought from Tesslara. The voluntary change-of-mind offer sits alongside the rights that apply under the Consumer Rights Act 2015. Conditions attached to that voluntary offer do not remove your rights when a product has a fault or another consumer guarantee is not met.
Thirty days from delivery
You have 30 days from the day the order is delivered to request a change-of-mind return. The window begins at delivery, rather than at the order or dispatch date. Email your order number and identify the item you wish to return within that window.
You can request a return because the item is not what you wanted or because you prefer a refund to an exchange. Giving support the item details and your preferred outcome helps them arrange the right process. A restocking, handling or administration fee is not charged for processing the return.
Condition for a change-of-mind return
Keep the item unworn apart from trying it on, unwashed and unaltered, with the original tags still attached. It should be free from marks, make-up, deodorant, perfume, pet hair and damage introduced after delivery. Try the item on with care before deciding whether to keep it.
For an item supplied with a hygiene seal, keep that seal intact if you intend to use the change-of-mind return offer. The condition requirements apply to this voluntary offer. If you are contacting us about a fault, damage or an incorrect item, use the section below so the problem can be handled under the appropriate rights.
If an item returned under the change-of-mind offer needs further discussion about its condition, support will contact you about the reason and the next step. Keep photographs or other details relevant to the item until the matter has been resolved.
Registering a return
Email info@tesslara.com with your order number, the item name and whether you want a refund or an exchange. For an exchange, include the preferred size or colour. For a fault or an incorrect item, describe the problem so support can arrange the appropriate help.
Wait for the support confirmation before posting the return. The confirmation supplies the return address for your order and the instructions to follow. The business address in the contact block identifies the operator; the return must use the address supplied with the return confirmation.
Pack the item securely with its tags and order reference. Keep it protected during the return journey and use tracked postage. Save the postage receipt and tracking number until the return and any refund have been completed. These records help connect the parcel to the order and follow up a delayed return.
Return postage for a refund
For a change-of-mind return where you want the purchase price refunded, you pay the return postage. This includes returning an item because you would prefer another style or because the chosen option is not the one you want to keep.
Tesslara pays the return postage when the item is faulty, damaged, incorrect or damaged in transit. Support supplies the instructions for returning at our cost. Contact support before buying postage for one of these cases so the return can be arranged correctly.
An exchange follows the separate free-exchange service below. Both return postage and replacement delivery are paid by Tesslara for that service. Choosing a refund for a change-of-mind return and choosing a free size or colour exchange therefore have different postage arrangements.
Free size or colour exchanges
Exchange for another size or colour within 30 days of delivery by emailing your order number and preferred option. We reserve and send the replacement as soon as you register the exchange. Tesslara pays both the return postage and the replacement delivery. If your requested option is unavailable, we arrange a refund instead.
Register the exchange within the same 30-day window measured from delivery. Include the order number and identify the item being exchanged, as well as the size or colour you want. Support confirms the arrangement and supplies the return instructions for the original item.
The replacement is reserved and sent when the exchange is registered; dispatch does not wait for the original item to arrive back. Follow the confirmed return instructions for the original item afterwards. The condition requirements for a change-of-mind item still apply to that returned piece.
If the requested size or colour is unavailable, support tells you and arranges a refund instead. An exchange request does not require you to place and pay for a second order. Keep the exchange correspondence with your original order confirmation until both parcels have been dealt with.
Refund processing
Tesslara processes the refund within 5 business days of the returned item arriving. In this refund-processing window, business days are Monday to Friday, excluding public holidays. The return tracking record can help identify when the parcel arrived.
The refund goes to the original payment method. It covers the amount paid for the returned item. UK delivery was complimentary, so an original UK shipping charge is not deducted from the refund.
After the refund is processed, the payment provider posts the credit to your account. Keep the refund confirmation and check the account used for the purchase. If you need help following up a credit, contact support with the order reference and the refund confirmation.
If the credit is still missing after your provider has completed its processing, contact your payment provider and then Tesslara support. Include the order number and the date of the refund confirmation so the payment record can be located.
Faulty, damaged or incorrect items
Email support with the order number and a description of the issue. A photograph of the item and, where relevant, the packaging helps explain a visible problem. If the wrong item, size or colour arrived, identify the option on the order confirmation and the option received.
Tesslara arranges a replacement or full refund for an item that arrives faulty, damaged or incorrect and pays return postage where a return is required. The voluntary 30-day change-of-mind window does not impose a time limit on rights that continue under the Consumer Rights Act 2015.
Your Statutory Cancellation Right
For an online purchase, you can cancel without giving a reason within 14 days after the day you receive the goods. If goods from one order arrive separately, the period runs from receipt of the last item. Tesslara's voluntary 30-day return service extends the opportunity to request a return; it sits alongside this statutory right.
Tell us of your decision by email or another clear statement. You can use our Cancellation Form. Sending the notice within the cancellation period exercises your right; a support confirmation is used to provide the correct return instructions and address.
After telling us you wish to cancel, send the goods back within 14 days. You pay direct return postage for a change-of-mind cancellation. Tesslara pays the return cost for faulty, damaged or incorrect goods and both postage journeys for the free exchange service.
We refund the payments due for the cancelled goods, including the cost of standard delivery where charged. UK standard delivery is complimentary. We can withhold the refund until the goods arrive back or you provide evidence of sending them, whichever happens first. For statutory cancellations, the refund is made within 14 days of that event; our service commitment is to process returned-item refunds within 5 business days of receipt.
You may handle goods as you would in a shop to establish their nature, characteristics and functioning. A deduction can apply to a statutory cancellation refund for reduced value caused by handling beyond that. The stricter condition requirements of the voluntary return offer do not remove the statutory right to cancel.
Faulty Goods and UK Consumer Rights
Goods must be of satisfactory quality, fit for their stated purpose and as described. Under the Consumer Rights Act 2015, you normally have a short-term right to reject faulty goods within 30 days and receive a refund. Further rights, including repair, replacement, a price reduction or a final right to reject, apply according to the circumstances and the law.
The voluntary return window, tag requirements and original packaging conditions do not limit these rights. Contact support with your order number and the issue so we can arrange the appropriate remedy. Tesslara covers the reasonable return costs for faulty or incorrect goods.
Cancelling before dispatch
An order can be cancelled before dispatch by emailing the order number. Support will arrange the cancellation and full refund. Processing takes 1 to 2 business days, so send the request promptly when you decide to cancel.
You can also exercise your statutory cancellation right after dispatch. Use the return instructions to send the goods back once they arrive. An address change can also be requested before dispatch by sending the full corrected address with the order number. See the Shipping Policy for the separate processing and carrier transit stages.
Keeping the return connected to your order
Keep the order confirmation, support approval, postage receipt and return tracking reference together. If the return is delayed, send the tracking reference to support so the enquiry can follow the correct parcel.
For an exchange, retain the replacement dispatch details as well as the original return details. For a refund, keep the confirmation until the credit appears on the original payment account. Contact support if you need an update at any stage.
Related policies
Contact
Brand Name: Tesslara
Operated by: Lumora Media LLC
Business Address: 30 N Gould St Ste N, Sheridan, WY 82801, USA
E-Mail: info@tesslara.com
Telephone: +44 7427 818896
Email and telephone support: 9:00 AM to 6:00 PM GMT/BST (UK time)