Thank you for choosing Tessreo. We stand behind the quality and reliability of everything we ship. If an item arrives compromised or fails to match what you ordered, our resolution process is set up to address and fix the issue promptly.
1. 30-Day Resolution Window
Requests for replacements, returns, or refunds must be initiated within 30 days of the recorded delivery date.
2. Transit Damage & Faulty Products
If your package arrives broken, defective, or suffers transit damage, we will resolve the issue immediately with your choice of a full reimbursement or a fresh replacement dispatched at no extra charge.
3. Incorrect or Mismatched Deliveries
If you receive a package containing the wrong product, size, color, or model variant, contact us right away. We will promptly issue a complete refund or dispatch the correct item free of shipping fees.
4. Order Modifications & Checkout Mistakes
If you spot an error in your order details, notify us as soon as possible at hello@Tessreo.com. We are able to amend or void orders that are still being processed. Once a package is handed over to logistics and dispatched from our fulfillment center, no modifications can be made, and we cannot grant returns or refunds resulting from checkout mistakes.
5. Change of Mind Policy
While we fully protect you against defective or mistaken shipments, we do not accept returns or refund requests based on personal preference changes. Because Tessreo covers full international shipping fees on all purchases, we cannot facilitate discretionary returns. Claims require an objective issue—such as shipping damage, defect, or wrong item delivery—to be approved.
6. European Union Right of Withdrawal
Consumers based in the European Union are legally entitled to cancel their order within 30 days from the receipt of their final parcel.
Submitting a request: Send your order reference number and explicit withdrawal notice to hello@Tessreo.com.
Cancellations: EU shoppers may cancel an order before dispatch by contacting our support team directly.
Refund Timeline: Following verified notice of withdrawal, reimbursement is released within 14 days. Return logistics are fully covered; our team will arrange parcel collection from your home without fee deductions.
7. How to Open a Claim
To start a claim, email clear photos or a short video demonstrating the packaging condition and product issue to hello@Tessreo.com. Our support team inspects all submissions within 24 to 48 hours and will send follow-up instructions for your replacement or credit.
8. Refund Disbursement
Approved refunds are processed through Shopify Payments back to your initial payment method. Funds generally take 2 to 10 business days to reflect in your account depending on your banking provider. If 10 full business days have elapsed and your account has not updated, reach out to hello@Tessreo.com so our billing desk can follow up.
9. Return Shipping Coordination
Orders are dispatched from an international distribution network. Upon review, our staff will determine whether returning the item physically is necessary. Where a physical return is required, you will never incur unexpected restocking fees. We schedule carrier pickups (via services like packagesender.com) directly from your doorstep so you never have to deal with shipping logistics yourself.
Have questions about your order status or return terms? Reach out anytime at hello@Tessreo.com. We are here to help.