At Tandem Trips, we want you to be happy with your order. Because our products are made to order, we do not keep ready-made stock and each item is produced specifically when you place an order.
Returns and exchanges
If you change your mind about your purchase, you may request a return within 14 days of receiving your order, where applicable under the consumer protection laws of your country.
To request a return, please contact us at tripstandem@gmail.com and include your order number and the reason for the return.
Items must be:
- Unworn and unused
- In their original condition
- Free from washing, stains, perfume, pet hair or other signs of use
Unless required otherwise by applicable law, return shipping costs are the customer’s responsibility.
Defective or incorrect items
If your item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible and provide:
- Your order number
- A description of the problem
- Clear photos of the item and, where possible, the packaging
Please do not return a defective or incorrect item before contacting us. We will review the issue and, where appropriate, arrange a replacement or refund.
Personalized and made-to-order products
Our products are made to order specifically for each customer.
Where permitted by applicable law, made-to-order or personalized items cannot be returned simply because you have changed your mind.
This does not affect your statutory consumer rights. If an item is defective, damaged, incorrectly produced, or does not conform to the order, you may be entitled to a replacement, repair or refund under applicable law.
Refunds
Once an approved return has been received and inspected, we will confirm whether the refund has been accepted.
Approved refunds will be made to the original payment method.
Depending on your payment provider or bank, it may take several business days for the refund to appear in your account.
Original shipping costs will only be refunded where required by applicable law or where the order was incorrect or defective.
Exchanges
We do not normally offer direct exchanges for a different size, colour or design.
If you ordered the wrong size or colour, please contact us. Where possible, we will help you find the best solution.
Contact
For any questions regarding returns or refunds, please contact:
Tandem Trips
tripstandem@gmail.com