At TESSAN, we strive to provide a simple and convenient return and refund process for our customers. If you are not satisfied with the items you received, we can easily arrange an exchange or a refund for you.
30-Day Money-Back Guarantee
TESSAN offers a 30-day return policy, which means you can request a return within 30 days of receiving your item and receive a full refund, regardless of the reason.
Order Changes and Cancellations
If you wish to change or cancel your order, please contact us as soon as possible. We will do our best to process changes before shipping confirmation, but some changes may cause delays. Regrettably, we cannot change or cancel special orders or orders that have already been shipped. If your order has already been shipped, you may return it after receipt.
Return Conditions
Regarding TESSAN's Responsibility:
TESSAN is responsible for any faulty, damaged, broken, defective, soiled, or incorrect items, including items of the wrong color.
Please send us clear pictures or videos of the issue. Once confirmed as our fault, we will provide an appropriate solution for a refund or exchange.
Regarding the Customer's Responsibility:
- Incorrect Orders: If a customer orders the wrong product, we can manage the return/exchange for them.
- Unwanted or Dissatisfying Items: If a customer decides they no longer need the item, they can apply for a return and refund or an exchange. Please note that items returned by the customer must be brand new, unworn, unwashed, and unused.
- Products without sufficient proof of purchase.
- Lost or stolen products.
- Items past the warranty period.
- Non-quality related issues.
- Free products.
- Repairs made through third parties.
- External damage.
- Damage caused by product misuse (including but not limited to: drops, extreme temperatures, water, improper operation of equipment).
- Purchases from unauthorized dealers.
Shipping and Refund Terms
If the return condition falls under TESSAN's responsibility, TESSAN will bear the return shipping costs.
If the return condition falls under the customer's responsibility, the buyer is responsible for return shipping costs and must provide a valid return receipt.
For non-quality related returns, TESSAN will only refund the cost of the product itself.
For non-quality related returns, the buyer assumes responsibility for any damage or loss occurring during transit.
Non-Returnable Items
We will not accept returns in the following cases:
- Items exceeding 30 days from the date of shipment.
- Items that are worn, damaged, or altered in any way. Returned items must remain in unused condition with the original packaging.
- Corporate purchases or bulk orders may not qualify for refunds (Note: Orders of more than 10 units of the same product are considered bulk orders).
How to Contact Us
Please visit our Support Center and describe the issue in detail, including the reason for the return, the order number, and the SKU product number. If the item is defective, the information is inaccurate, or it does not match the description, please send us clear pictures or videos.
Return Steps
- Request: Click here to contact us and apply for a return within 30 days of receiving the product.
- Confirmation: Our customer service team will confirm the issue and details, then provide you with the return address.
- Shipment: Pack your package according to the guidelines and ship it.
- Resolution: Receive your refund or exchange.
We encourage customers to contact TESSAN Customer Support before initiating a return to confirm if a return is the best option for resolving the issue.
Notes:
- All returns must first be approved by our customer service team.
- All returned items must be brand new, unused, unworn, and include all original tags and packaging.
- Please only return items approved by our customer service team. Avoid returning more or fewer items before providing us with new return information.
- We do not accept items returned directly without verification.
- Tessan.com does not accept Cash on Delivery (COD).
- TESSAN reserves the right to refuse the return of products showing signs of use.
- For products purchased through third-party platforms such as Amazon, Kickstarter, or through TESSAN authorized distributors and retailers, please refer to their respective return policies.
Compensation Period
For returned items or items requiring replacement, we need 3-7 working days after receiving your items to process the solution. Refunds will be processed via your original payment method (PayPal, Credit Card, etc.).
After this period, the refund timeframes are as follows:
- PayPal Account: Up to 48 hours.
- Credit Card: 7-25 working days.
Specific times may vary depending on individual payment service providers. Once the refund is processed, we recommend contacting your payment provider for the latest information. For any questions, please click here to contact our customer service.
Return Address
If you wish to return items to the nearest return address, please contact our customer service. Our representative will reply within 24 hours with specific details.
*Note: Please do not send returns to the address on the package. This is not our return address and will affect your return processing.