Refund policy

At Tetuf, we want you to feel confident when shopping with us. If your purchase is not quite right, we offer a straightforward return process to help make your experience as smooth as possible.

Please read this Refund Policy carefully before requesting a return or refund.

30-Day Return Policy

You may request a return within 30 days of receiving your order.

If more than 30 days have passed since your order was delivered, we may be unable to approve a return or refund.

To be eligible for a return, the item should:

Be returned within 30 days of delivery.
Be in its original condition.
Be unworn and unwashed.
Be free from stains, perfumes, smoke, makeup, or other signs of use.
Have all original tags attached where applicable.
Be returned in the original packaging whenever possible.

Items that do not meet these conditions may not qualify for a refund.

Free Returns

Tetuf offers Free Returns for eligible orders.

There are no return handling fees for approved returns made within our 30-day return period.

Please contact our customer support team before sending any item back so we can provide the correct return instructions.

Returns sent without prior approval may experience delays in processing.

How to Request a Return

To begin a return, please contact our customer support team.

Email:
info@tetuf.com

Phone:
+44 208 075 9406

Customer Service Hours (GMT)

Monday – Friday: 09:00 – 17:00

Saturday – Sunday: Closed

To help us process your request quickly, please include:

Your full name
Order number
Email address used for the purchase
Reason for the return
Photos if the item arrived damaged, defective, or incorrect

Our support team will review your request and provide return instructions.

Return Address

Please do not return products before contacting us.

Approved returns should be sent to:

Tetuf

Returns Warehouse

188-196 Regent St

London W1B 5BT

United Kingdom

Using the correct return address helps avoid delays and ensures your return reaches the appropriate department.

Refund Processing

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

If your return is approved, your refund will be processed within 10 business days.

Refunds will be issued to the original payment method used during checkout whenever possible.

Please note that your bank or payment provider may require additional time before the refunded amount appears in your account.

Order Cancellation

Orders are processed quickly so they can be prepared for dispatch.

If you wish to cancel an order, please contact us as soon as possible.

If your order has not yet entered the fulfilment process, we will do our best to cancel it.

If the order has already been processed or shipped, cancellation may no longer be possible. In this situation, you may request a return after delivery under this Refund Policy.

Damaged or Defective Items

We carefully inspect products before dispatch. However, if your order arrives damaged or defective, please contact us within 48 hours of delivery.

When contacting us, please include:

Your order number
A description of the issue
Clear photographs showing the damage or defect
Photos of the packaging if applicable

Our customer support team will review the information and work with you to resolve the issue as quickly as possible.

Incorrect Items

If you receive an item different from what you ordered, please notify us within 48 hours of receiving your package.

After reviewing your request, we will provide instructions for returning the incorrect item and arranging an appropriate resolution.

Missing Items

If part of your order is missing, please contact us within 7 days of delivery.

Please include:

Your order number
The item(s) you did not receive
Photos of the package if available

We will investigate the issue and assist you accordingly.

Exchanges

We currently do not offer direct exchanges.

If you would like a different size, colour, or style, you may return the eligible item under our 30-day return policy and place a new order for the preferred product.

This helps us process orders more efficiently and ensures product availability.

Non-Returnable Items

For hygiene and safety reasons, certain products cannot be returned unless they arrive damaged or defective.

These may include:

Gift cards
Personalised or customised products
Items marked as final sale where permitted by applicable law
Products showing signs of wear, washing, alteration, or misuse
Items without original tags where applicable

If you are unsure whether your item is eligible for return, please contact our customer support team before sending it back.

Returned Items Showing Excessive Use

Returned items that arrive with significant signs of wear, damage caused after delivery, missing components, strong odours, stains, or other conditions that prevent resale may not qualify for a refund.

If necessary, the item may be returned to the customer.

Refused Deliveries

If a package is refused without prior communication with our customer support team, any resulting return process may take longer while the shipment is received back into our warehouse.

Please contact us before refusing a delivery so we can assist you appropriately.

Lost Packages

If your package appears to be lost during transit, please contact us as soon as possible.

We will work with the shipping carrier to investigate the shipment and keep you informed throughout the process.

Resolution times may vary depending on the carrier's investigation.

Refund Method

Approved refunds will be returned using the original payment method whenever possible.

Depending on your payment provider, processing times after we issue the refund may vary.

Shipping Charges

Tetuf offers Free Shipping on eligible orders.

Because we also provide Free Returns for eligible items returned within our 30-day policy, customers are not charged return shipping fees for approved returns.

Abuse of the Return Policy

Tetuf reserves the right to decline returns or refunds where there is evidence of misuse, fraudulent activity, repeated abuse of the return process, or violations of this Refund Policy.

Each request is reviewed individually to ensure fairness for all customers.

Consumer Rights

Nothing in this Refund Policy limits or excludes any rights available to consumers under applicable laws in the United Kingdom.

Your statutory rights remain unaffected.

Need Assistance?

If you have any questions about returns or refunds, our customer support team is happy to assist you.