Refund policy
Australian Customers
Change-of-Mind Returns
We offer a 14-day change-of-mind return policy. This means you have 14 days from the date you receive your order to request a return.
To be eligible for a change-of-mind return, your item must be in the same condition that you received it, unworn, unused and in its original packaging. You will also need your receipt or proof of purchase.
To request a return, please contact us at hello@tanmateaustralia.com.au before sending your item back. If your return is accepted, we will provide you with return instructions and the return address.
Items returned to us without first requesting a return may not be accepted.
Unless the product is faulty or otherwise covered by your rights under Australian Consumer Law, the customer is responsible for return shipping costs.
Damaged, Faulty or Incorrect Items
Please inspect your order when you receive it and contact us as soon as reasonably possible if your item is defective, damaged, incorrect or not as described so we can assess the issue and make it right.
Nothing in this policy excludes or limits any rights or remedies you may have under the Australian Consumer Law.
Sale and Clearance Items
Sale or clearance items cannot be returned for change of mind unless otherwise stated.
This does not affect your rights under Australian Consumer Law where an item is faulty, damaged, unsafe, not as described or otherwise fails to meet a consumer guarantee.
Gift Cards
Gift cards cannot be returned or exchanged for change of mind, except where required by law.
Exchanges
If you would like a different size or colour, please contact us at hello@tanmateaustralia.com.au.
The fastest way to receive another item is generally to return your original eligible item and place a separate order for the new item once your return has been accepted.
Refunds
Once we have received and inspected your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow additional time for your bank or payment provider to process the refund.
Original shipping charges are generally not refundable for change-of-mind returns. This does not limit any rights you may have under Australian Consumer Law.
United Kingdom Customers
Right to Cancel
If you are a customer in the United Kingdom, you generally have the right to cancel an eligible online purchase within 14 days of receiving your order, without having to provide a reason.
To exercise your right to cancel, please contact us at hello@tanmateaustralia.com.au within 14 days of receiving your order.
Once you have notified us that you wish to cancel, the item must be returned to us within 14 days.
Condition of Returns
Returned items should be in their original condition. You may inspect and handle the item as you reasonably would in a retail store. If the value of the item has been reduced as a result of handling beyond what is necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from your refund where permitted by law.
Return Shipping
Unless the item is faulty, damaged, incorrect or otherwise not as described, customers are responsible for the cost of returning the item to us in Australia.
Please contact us at hello@tanmateaustralia.com.au before sending your return so we can provide you with the appropriate return instructions.
Refunds
Where your statutory cancellation rights apply, we will issue your refund within 14 days of receiving the returned goods or receiving evidence that you have sent the goods back, whichever is earlier.
Eligible refunds will be made to your original payment method in accordance with applicable UK consumer law.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, incorrect or is not as described, please contact us at hello@tanmateaustralia.com.au as soon as possible so we can resolve the issue.
Your Statutory Rights
Nothing in this Return & Refund Policy is intended to exclude or limit any rights you have under applicable UK consumer law.