RETURNS
What are the reasons for a return?
If you wish to return the order within 15 days of its receipt.
If the product is under warranty.
If the product is defective.
If the product received has damage caused by transportation.
How to process a return or manage a guarantee?
Email info@tserfashion.com with email subject as ‘RETURN’.
Indicate the reason for the return and if possible, send us a video or photo if it is a return due to damage or product is defective.
You will be supplied with return instructions to send back to our central warehouse.
Keep the complete product with its accessories and original packaging in a strong box.
After receipt and approval you will be refunded back to your original payment method.
What are the reasons for a product to be returned?
The product is defective – in which case it would be a product covered by the guarantee.
It does not meet expectations – the product does not meet your expectations and you want to return it and be refunded.
Damage – product damaged in transportation.
What is the deadline for returns?
15 days If you have bought a product, received it but do not want it.
2 years if it is a product under warranty that does not work.
24 hours for transport damage
How long does it take to refund the money?
The deadline for receiving an answer is from 1 to 5 working days, from the time the package arrives at our facilities.
Are there items that cannot be returned?
Yes, there are some products that cannot be returned. Products without their original packaging, which have been opened or that do not have their original seal. Lingerie products may not be returned, we strictly follow health and safety regulations. Damaged or incomplete products may not be returned. Products not acquired in Tser Fashion. For this reason all our products incorporate security mechanisms that let us know whether or not the product was acquired at Tser Fashion.
Gift items, testers, gifts offered by Tser Fashion are non-refundable.
In many cases the products include gift batteries, if the batteries do not work it does not mean that the product does not work, sometimes the gift batteries are discharged and the toy needs new batteries, in this case the product does not have a return.
Can I make an exchange?
No. For all products received, either as returns or under the guarantee the payment is first processed, and after receiving the amount in your balance you may arrange another purchase.
What is the time limit for a product guarantee?
The product warranty is 2 years for new items. Although it will depend on the policy of each manufacturer. The warranty starts from the invoice date. At Tser Fashion we have a non-detectable warranty seal with a code assigned to the product that identifies the date of shipment, which must coincide with the information provided by you.
How long does it take to process a warranty claim?
The period for this process is generally from 1 to 5 working days, however we always do our best to accelerate the process.
Do I have to keep the original packaging?
When dealing with personal hygiene articles, it is essential to send the article in its original packaging. The need to store the original packaging in order to process the warranty is clearly stated in your website and physical store conditions. Store the product in its original packaging and place that into another box. In this way it will be protected during transport. You also need to include all the accessories.
I received a package that was damaged.
On some occasions, very much to our regret, a package suffers damage during transport which affects the items inside. If you have found a damaged package or that has signs of having been handled and the products inside are affected, we will take care of it immediately here at Tser Fashion.
We ask you to please manage the return by indicating “The product or order has arrived damaged/handled” as the reason and we will take care of everything.
Keep in mind that a cardboard box could have been bashed, but the products inside it are in perfect condition. The reason for packaging is to protect the products, so you should open the box carefully and check if the contents are in perfect condition. If there is no physical damage, there is no reason to declare a transport incident.
It will be necessary to take photos of the outer box to check the state in which your shipment has received in order to process any claim.
On the other hand, if there is no physical damage, but you find that some product is not working as it should, then this would be covered under the warranty as “The product or order has arrived damaged/handled”.