Refund Policy

At Tassen & Co Ltd, we want you to be completely satisfied with your purchase. This policy explains your rights and how returns and refunds are handled in accordance with UK consumer law.

1. YOUR RIGHT TO CANCEL (ONLINE ORDERS)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, for any reason.

To exercise your right to cancel, you must notify us in writing within 14 days of receiving your item by emailing:
contact@tassenandco.com

You then have a further 14 days to return the goods to us.

1. RETURN CONDITIONS

To be eligible for a return:
• Items must be unused and in original condition
• Items must be returned in their original packaging
• All tags, dust bags, and accessories must be included
• Proof of purchase must be provided

We reserve the right to reduce your refund if the item shows signs of use beyond what is necessary to inspect it.

1. NON-RETURNABLE ITEMS

We cannot accept returns on:
• Personalised or custom-made bags
• Items marked as final sale
• Gift cards

This does not affect your statutory rights if goods are faulty.

1. FAULTY, DAMAGED OR INCORRECT ITEMS

If you receive an item that is faulty, damaged, or not as described, please contact us within 30 days of receiving your order.

Under the Consumer Rights Act 2015, you are entitled to:
• A full refund within 30 days if goods are faulty
• A repair or replacement after 30 days if appropriate

Please email us with:
• Your order number
• A description of the issue
• Clear photographs of the fault

1. RETURN SHIPPING

If you are returning an item under your 14-day cancellation right, you are responsible for return shipping costs unless the item is faulty or incorrect.

If the item is faulty or incorrect, we will cover reasonable return postage costs.

We recommend using a tracked service, as we are not responsible for returns lost in transit.

1. REFUNDS

Once we receive and inspect your returned item, we will notify you of the outcome.

Approved refunds will be processed within 14 days and issued to your original payment method.

Shipping costs are non-refundable unless the item is faulty or incorrect.

1. LATE OR MISSING REFUNDS

If you have not received your refund after 14 days:
• Check your bank account
• Contact your payment provider
• Then contact us at contact@tassenandco.com

1. EXCHANGES

We only replace items if they are defective or damaged. If you would like a different style or colour, please return your item and place a new order.

1. HOW TO RETURN AN ITEM

To start a return, please email:
contact@tassenandco.com

Include:
• Your order number
• The item(s) you wish to return
• Reason for return

We will provide return instructions.

1. STATUTORY RIGHTS

Nothing in this policy affects your statutory rights under UK consumer law.

If you have any questions about our Returns & Refund Policy, please contact us at:
contact@tassenandco.com