Refund policy

Return & Refund Policy

Last updated: April 16, 2026

At Tezoe, we are committed to delivering a dependable and high-quality shopping experience. If your purchase does not meet expectations, we offer a transparent and customer-focused return and refund process to ensure every issue is handled fairly and efficiently.

This policy outlines the applicable return period, product eligibility requirements, replacement procedures, damaged item claims, and refund processing timelines for all orders placed through our website.

We kindly ask customers to review the following terms carefully before submitting a return or refund request.

1. Return Eligibility
You may return your item(s) within 30 days of receiving your order.
To be eligible for a return, the item must:
Be unused and in its original condition
Include all original packaging, tags, and accessories
Be returned with proof of purchase, such as your order number or confirmation email
Items that do not meet these conditions may not be accepted for return and may be subject to a restocking fee where applicable.

2. Non-Returnable Items
The following items are not eligible for return:
Final sale items
Clearance items

3. Restocking Fee
We do not charge any restocking fee for eligible returned items.
Approved refunds will be processed in accordance with the terms outlined in this Return & Refund Policy.

4. Return Shipping Costs
Return shipping costs are the responsibility of the customer.
If you are responsible for arranging the return shipment, we recommend using a trackable shipping service to ensure safe delivery. Tezoe is not responsible for return packages that are lost or fail to arrive.

5. How to Request a Return
To request a return, please contact us at:
Email: support@tezoe.com
Subject Line: Return Request – Order #[Your Order Number]
Once your request has been reviewed and approved, we will provide the return address and return instructions.
Returns sent without prior authorization may not be accepted.

6. Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved or declined.
If approved, the refund will be issued to your original payment method.
Refund processing time: Within 7 business days, depending on your bank or payment provider.
Please note:
Shipping costs (original or return) are refundable or non-refundable depending on the circumstances
No restocking fees will be deducted from your refund amount.

7. Exchanges
We currently do not offer direct product exchanges.
If you would like a different item, please return the original product in accordance with this policy and place a new order separately.

8. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery and provide the following:
A clear photo of the item
Your order number
Once reviewed, we will arrange a replacement or a full refund at no additional cost to you.

9. Late or Missing Refunds
If you have not yet received your refund, please follow the steps below:
Check your bank account again
Contact your credit card company, as it may take some time before the refund is officially posted
Contact your bank, as processing times may vary
If you have completed the steps above and still have not received your refund, please contact us at support@tezoe.com.

10. Cancellations
If you wish to cancel your order, please contact us as soon as possible at support@tezoe.com.
Please ensure that your cancellation request is submitted before your order has been processed or dispatched.

11. Missing Items Procedure

If any item from your order is missing, please contact our support team within 7 days of delivery at support@tezoe.com. Be sure to include your order number, clear photos of the package, and details of the missing item. After review, we will promptly provide a suitable solution, such as sending the missing item, sending a replacement, or issuing a full refund.

12. Contact
If you have any questions regarding returns, refunds, or this policy, please contact us: 

Website Name: tezoe.com
Business Name: Tezoe
Email: support@tezoe.com
Contact Form: Click here to contact us
Phone Number: +44 7916693185
Address: 42 Granville Place, High Road, London N12 0AX, United Kingdom
Country of Registration: United Kingdom
Customer Service Hours: Monday to Friday, 9:00am – 5:00pm (GMT)
Our support team aims to respond to all inquiries within 24 business hours.