Refund policy

Refund & Return Policy – 30-Day Money-Back Guarantee

Last Updated: 03/08/26

At Tanvera, we stand behind the quality of our products. If you are not satisfied with your purchase, you may contact our support team within 30 days of delivery to request assistance. Depending on the situation, we may offer a replacement, store credit, partial refund, or return authorization in accordance with the conditions below.

 

 

30-Day Money-Back Guarantee

If you experience an issue with your order within 30 days of delivery, please contact us and we will work with you to resolve the situation.

Resolutions may include:

• product replacement
• troubleshooting support
• partial or full refund
• return authorization where applicable

All refund or replacement requests are reviewed and approved by our support team.

 

 

Evidence Requirement for Defects or Damage

If an item arrives damaged, defective, or not functioning properly, customers must provide clear photo AND video evidence of the issue.

This allows our team to verify the problem and submit the claim to our fulfillment partner.

Requests submitted without photo and video evidence may not be eligible for replacement or refund.

 

 

Returns

Returns must be approved in advance by our support team.

To request a return authorization, contact:

info@tanvera.shop

Include:

• order number
• description of the issue

If a return is approved:

• the item must be unused and in original condition
• customers are responsible for return shipping costs
• return instructions will be provided by our team

Items returned without authorization may be refused.

 

 

Situations Not Eligible for Refunds

Refunds or reshipments will not be issued for issues resulting from circumstances outside Tanvera’s control, including but not limited to:

• incorrect or incomplete shipping address entered at checkout
• failure to collect the package from the carrier
• refusal of delivery
• unclaimed packages
• cancellation requests submitted after the order has been shipped
• damage caused by misuse, accidents, or improper handling
• items returned without authorization
• returned items that do not match the original order

Customers are responsible for ensuring that all shipping information is correct at checkout.

 

 

Delivered Packages

Once a shipment is marked delivered by the carrier, Tanvera is not responsible for lost or stolen packages.

If tracking shows a delivered status but the package cannot be located, customers should first contact the local courier or postal service.

Our team may review these situations case-by-case to determine whether assistance can be provided.

 

 

Order Cancellations

Orders may only be cancelled before they have been processed or shipped.

Once an order has entered fulfillment or has been shipped, it can no longer be cancelled.

 

 

Refund Processing

If a refund is approved, it will be issued to the original payment method.

Please allow 7–10 business days for the refund to appear after it has been processed.

Original shipping costs are non-refundable, except in cases where the wrong item was shipped or the product arrived defective.

 

 

Policy Abuse

Tanvera reserves the right to limit or deny refunds, replacements, or returns if fraudulent activity, excessive refund requests, or abuse of this policy is suspected.

European Union 14 day cooling off period 

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.