Refund policy
At TSAN, we are committed to providing you with the highest quality products and ensuring your satisfaction. If you are not completely satisfied with your purchase, our return and refund policy is designed to make the process as smooth as possible.
Please note that we reserve the right to a final explanation and decision on our return and refund policy in any situation that may arise.
Return Eligibility:
Only full-priced items qualify for refunds or exchanges. Sale or discounted items are final and non-refundable.
• Return Period: Our return policy lasts for 7 days from the date of delivery. After this period, we are unable to offer a refund or exchange.
• Change of Mind: We do not provide refunds for a change of mind.
• Failed Delivery Due to Incorrect Address: Orders that are returned due to an incorrect address provided by the customer are not eligible for a refund, especially if they need to be re-shipped.
• Stolen Parcels After Delivery Confirmation: If a parcel is confirmed as delivered to the provided address but is subsequently reported as stolen, the order is non-refundable. We are sorry if this happens; please contact us after reporting the theft to the police, and we’ll be happy to discuss what options are available to assist you.
We strongly recommend selecting a secure delivery location or requesting signature confirmation where possible.
• Worn, Altered, or Damaged Items: Items that have been worn, washed, altered, stinky or damaged after delivery are non-refundable, as they are no longer in their original condition. We manually pack and individually check each product before shipping to ensure it meets our high quality standards, so you receive your order in perfect condition.
• Return Conditions: To qualify for a return, items must be unused and unwashed, in their original condition, and returned in the original packaging and tags.
• Return Shipping: Customers are responsible for the cost of return shipping. Our customer service team can arrange a pre-paid express returns label for pickup from your doorstep or reception. A payment link will be sent before the label is issued.
• Pre-paid International Returns:
• Cost: NZD 25
Note: This cost is heavily subsidised, and the actual expense to our business is significantly higher.
How to Initiate a Return:
1. Contact Us: Contact our customer service team at contact@tsanapparel.com, or fill out the form on the contact page on our website to request a return authorization.
2. Return Shipping: We will provide you with a return label. Please securely pack the item and ship it back using the provided label.
3. Inspection: Once we receive your returned item, we will inspect it to ensure it meets the return eligibility criteria.
Refund Process:
• Full Refund: If the item is returned in its original condition, a full refund will be issued to your original payment method.
• Partial Refund: Items returned in a used or damaged condition may be eligible for a partial refund at our discretion.
• Processing Time: Refunds are typically processed within 5-7 business days after the returned item has been inspected.
Exchanges:
Size Exchange Policy: If you need a different size, please let our customer service team know. We’ll do our best to accommodate your request, subject to stock availability. We strongly recommend checking our size guide before placing your order, as we do not accept exchanges for colour or style changes due to a change of mind.
Pre-Order Items:
• Pre-order items are eligible for returns if there are quality problems only.
Non-Returnable Items:
• For hygiene reasons, items such as undergarments or final sale items are not eligible for returns or exchanges.
Customer Support:
If you have any questions or need further assistance, our customer support team is here to help. Contact us at contact@tsanapparel.com.
