Refund policy
Returns
We accept return requests within 14 days of delivery.
To be eligible for a return:
- Condition: Items must be unused and in their original condition.
- Packaging: Items must be returned in their original packaging.
- Return authorization: Please contact us before sending your return. We will provide the correct return instructions and return address.
Important: Please do not send returns to the address shown on your shipping label. It may be a carrier transit facility and cannot process returns. Please contact us for the correct return address before shipping your return.
Return Shipping
For returns that are not due to an error on our part:
- Return shipping: Customers are responsible for return shipping costs.
- Original shipping fees: Any original shipping fees paid are non-refundable.
Please use a trackable shipping service when returning your order. TELL is not responsible for return packages that are lost in transit.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.
Please include your order number and clear photos of the item and its packaging so that we can review the issue.
If the issue is confirmed, we will arrange an appropriate replacement or refund. If a return is required due to an error on our part, we will provide return instructions and cover the return shipping cost.
Please keep the item and its original packaging until your request has been resolved.
Refunds
Once we receive and inspect your return, we will notify you of the approval status of your refund.
If approved, the refund will be issued to your original payment method.
Please note that it may take additional time for your bank or payment provider to process and post the refund to your account.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible.
We can cancel and refund your order if it has not yet been dispatched. Once an order has been handed over to the carrier, it can no longer be cancelled and will need to follow our standard return process.
Contact
For return, refund, or cancellation requests, please contact us at:
Please include your order number whenever possible so we can assist you more quickly.