Return and Refund Policy

At TSR, returns are accepted for eligible physical products within 14 calendar days of delivery in line with the EU consumer right of withdrawal for distance sales. To qualify for a return, the item must be unused, in its original condition, and returned with original packaging where reasonably possible.

To start a return, customers must contact support with their order number, the item(s) they want to return, and the reason for the return. If the return is approved, return instructions will be provided by email. Customers are responsible for return shipping costs unless the item arrived damaged, defective, incorrect, or the law requires otherwise.

Refunds are issued after the returned item is received and inspected. If approved, the refund is sent to the original payment method and in the original currency used at checkout; payment processor or currency conversion fees may not be refunded.

Shipping charges are non-refundable unless the order was defective, incorrect, or cancelled under a legal right that requires reimbursement.

Non-returnable items include:
- Opened sealed hygiene or personal-care items.
- Customized or personalized products.
- Perishable goods.
- Items damaged through misuse, normal wear, or improper handling after delivery.

If TSR fails to inform a customer about the 14-day withdrawal right, EU law can extend the withdrawal period significantly, so this policy should remain published and accessible at checkout and on the store footer.

 

Damaged, defective, or incorrect items

If an item arrives damaged, defective, or incorrect, customers should contact support within 7 days of delivery with clear photos and their order number. TSR may offer a replacement, store credit, or refund depending on stock availability and the nature of the issue.

Late or missing refunds

If a refund has not appeared yet, customers should first check with their bank or payment provider, as processing times vary. If there is still a problem after a reasonable processing period, the customer should contact TSR support.