Return policy


RETURN POLICY

At Tie-Lux, we strive to ensure that both the product and the entire sales process are perfect, in order to achieve maximum customer satisfaction. Unfortunately, this is not always possible.

We offer you a 14-day return period from receipt of your order to request a refund. In this case, you will be reimbursed for the amount of the products, excluding the return shipping costs (€4.95).

In the case of a defective or incorrect product, Tie-Lux will cover all costs necessary for repair, replacement or refund, as appropriate. All these procedures are free of charge for the consumer.

In the case of Pack Tie-Lux, you can request the individual return of one or more of the products. The amount to be returned will be the amount applied to the product as a result of the discount, reduced by the return shipping costs.

If your order has already been shipped, you cannot change the delivery address or cancel the order.

PRODUCT RETURN CONDITIONS

Due to the nature of our products, event or party accessories, to be eligible for a refund, the products must be returned in the same condition in which they were delivered, in their original box, with all their labels and unused, without signs of use, without odors and without washing.

It is extremely important that THE PRODUCT HAS NOT BEEN USED.

RETURN PROCEDURE

  1. You must send an email to: info@tie-lux.com where you must express your desire for a return and you must include:
  • Order number
  • Product to be returned
  • If you wish to send the order from a different location than the one where the order was delivered, you must specify this.
  • Reason for return (it is optional but it helps us a lot to improve)
  1. We will check that the return conditions are met and, if applicable, we will send you the return label.
  2. Prepare the package in the same condition as you received it and stick the label we sent you on the outside.
  3. Deliver the package to the nearest Post Office.
  4. Once we receive the merchandise, we will check that the product complies with everything established in the PRODUCT RETURN CONDITIONS section.
  5. If the conditions are met, we will refund the amount of the product, excluding shipping costs (€4.95), within a maximum period of 14 calendar days, using the same payment method you used to place the order.
  6. In the event of NOT meeting the conditions, if the customer wishes to have the same product sent to them again, they must pay the new shipping costs (€4.95).

CONDITIONS IN CASE OF DEFECT OR SHIPPING ERROR

If you receive the shipment with packaging damage (packaging broken or in poor condition), you must refuse delivery to the transport company and notify us so that we can make a new shipment as soon as possible.

Once you have received the product, you must check it carefully. If you notice manufacturing defects or a shipping error, you must first verify the defect or error in the part. To do so, immediately after receiving it (within 48 hours), you must send photos of the defect, which prove that the item is actually damaged, deteriorated or incorrect, to our email address info@tie-lux.com.

It is important that THE PRODUCT HAS NOT BEEN USED.

Any possible variation in colour between the photograph and the actual product will not be considered a defect, manufacturing defect or lack of match between the product ordered and the product received.

Once the photos have been received and the defect or error has been confirmed, the Tie-Lux team will proceed to authorise the return. From this point on, everything will be our responsibility.

In this case, returns that have not been previously authorized will not be accepted.

Tie-Lux will provide the customer with the necessary instructions at all times to manage the return with the courier service.

Once the goods are received, the condition of the returned products will be checked. We will check that the products are delivered in their original box, unused, without signs of use, without odors, unwashed and with all their labels.

Once verification has been completed, you will receive a full refund of your order within a maximum period of 14 calendar days.

At Tie-Lux we want our customers to be satisfied, and that is why we have a continuous after-sales service that you can contact through info@tie-lux.com or by calling +34 614 35 88 56.

Policies to apply to orders placed on or after 10/14/2024.