Refund policy

At Tenue we want every customer to be fully satisfied with their purchase. If a product does not meet your expectations, we are ready to assist you. Below you will find details of our return and exchange policy, reworded to comply with Tenue values and procedures.

Return Period

You have the option to return or exchange products within 14 calendar days from the date you receive your order, provided they meet the return conditions specified below.

Return Conditions

  • Products must be returned in their original packaging, with all labels intact and in completely new and unused condition.
  • Upon receipt of the return, we will inspect the products. If they show signs of wear or have been used, the return cannot be accepted.

Condition Adjustment Fee

If a returned product is not in its original condition, an adjustment fee of at least 30% of the product value will be charged. This fee may be increased, depending on the need for additional cleaning or restoration, and will be deducted from the amount refunded. We are committed to keeping this fee as low as possible.

Return Shipment

  • To simplify the process, each package shipped includes a special return label.
  • Please use the shipping document (AWB) provided.
  • If you lose the label, you can reprint it from your customer account within 14 days of receiving your order.
  • Returns shipped by methods or couriers other than those specified will not be accepted.

Customized or Modified Products

Personalized items, custom made to order or modified to your requirements, cannot be returned. If you encounter any problems with a customized product, please contact us to find the best solution together.

Items purchased on Promotion

Products purchased on promotions are considered final sale and are not eligible for return or refund. We recommend that you check your selections carefully during the promotional period. If you have any questions, our team is here for you.

Orders Refused on Delivery

If you refuse your order on delivery and it is returned, 10% of the total order value will be deducted to cover the cost of processing the return. To avoid these costs, we encourage you to accept the parcel and contact us immediately if you encounter any problems.

Return Fees

  • A fee applies to all returns, which will be deducted from the amount refunded. We endeavor to keep these costs as reasonable as possible.
  • Return Fees:
    • European Union countries and other non-EU European countries: 95€ per product
    • USA and rest of the world: 145€ per product
    • Romania: Free return

Deductions for Refuse at Customs

If a parcel is refused at customs, 20% of the total value of the product will be deducted to cover customs duties and other associated costs. If you experience any difficulties with customs, please contact us for assistance.

Refunds

  • Refund Method: Refunds are made by the same method of payment used at the time of purchase, excluding the return fee.
  • Since taxes and customs duties are paid directly to the local authorities, they will not be refunded.
  • Processing Time: Refunds are typically processed within 7-10 business days after receipt and verification of returned products.

Exchanges

  • Exchange for Another Size: If you would like to exchange the product for another size, you can initiate the request directly from your customer account. We will process the exchange as quickly as possible to ensure the perfect fit.
  • Exchange for Another Product: If you would like to exchange the product for another, select the store credit option when initiating your return.
    • Once the return is approved, you will receive an in-store credit. Price differences will be settled either by refund or by requesting an additional payment via a payment link.
    • For this type of exchange, the return fee does not apply.
  • Limitations: We only allow one exchange per product. Additional requests will be handled according to standard return policy, requiring the placement of a new order for additional modifications.

Returns and Refunds for Items Purchased with Gift Cards

  • Non-Rreturnable Items: Gift cards cannot be returned or refunded.
  • Refund Process for Orders Paid with Gift Cards:
    • Credit Card Refunds: The portion paid by credit card will be refunded directly to that card.
    • Store Credit Reimbursement: The amount paid by gift card will be converted to an in-store or online credit up to the value of the card used.
  • Validity of Credit: Any credit issued will be valid until the expiration date of the original gift card. After that date, any remaining balance cannot be used. You will receive a reminder before expiration.
  • Important Notes:
    • Use the gift card before the expiration date to get full value.
    • Refunds will be prorated according to the payment methods used at the time of purchase, and any credit issued must be used until the gift card expires.

Contact

For any questions, clarifications or assistance with returns, exchanges and refunds, you can contact us at:

We are here to ensure a simple, transparent and satisfying shopping experience!