No Fuss Returns Policy - 90 days
We want you to have a care free shopping experience at TEGEN.
If you're not completely satisfied with your new hair accessory, simply return it to us, and we'll be happy to provide a refund or exchange.
Shopping with us from outside the UK? See our International Orders section below for how things work for you.
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You have 90 days from the date on your invoice to return item(s) for an exchange, store credit or refund. When returning your item(s), please ensure they are securely packaged and include your completed returns form. |
Please fill out the Returns Form included with your order, providing the necessary details and your order number as a reference. Then, attach the form to the front of the box containing the item you wish to return.
If you no longer have your returns form, Click here for a printable returns form.
Send your return to:
Tegen Promise Guarantee
Every TEGEN accessory is covered by the Tegen Promise: one year on our Ooh La La! French handmade pieces, including Iconique, and six months on everything else.
If something goes wrong with your accessory because of the way it was made, we will replace it. Please do not post anything back to us before getting in touch.
Full details, including how to make a claim, are on our Tegen Promise Guarantee page.
| 1 Year Tegen Promise Guarantee | 6 - Month Tegen Promise Guarantee |
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Full returns policy:
This is the returns policy of TA and MHT Online Ltd. The goods and services for sale on this site are all owned and supplied to you and by TA and MHT Online Ltd trading as Tegen Accessories. Your contract as the consumer is with TA and MHT Online Ltd, a registered company in Eng & Wales No: 14233016.
Our policy covers your purchases for 90 days from the date on your invoice. If 90 days have gone by since the date on your invoice, unfortunately we can’t offer you a refund or exchange under this policy. This policy is in addition to your legal rights, which are not affected.
To be eligible for a refund, your item must be unused and in the same condition that you received it. Some items are fitted with a tamper-proof tag. The tag is designed not to impede inspection of your goods and must still be intact if you are returning an item for a refund under this policy. Removal or tampering with this tag will be viewed by TA and MHT Online Ltd as full and final acceptance of your goods.
Unfortunately, some types of goods are exempt from being returned. These items are; custom-made items/orders, hairbrushes, gift cards, any item not in its original condition (i.e. damaged or missing parts for reasons not due to our error) or any item that is returned more than 14 days after your initial contact.
To process your return, we require a receipt or proof of purchase. After contacting us, you must post your purchase back to us at Tegen Accessories, 14 Tichborne Street, Brighton, BN1 1UR, United Kingdom. Click here for our returns form. We remind you that you are responsible for the goods until they are back in our possession and are also responsible for any return postage fees. Please do not send your purchase back to the manufacturer.
Refund procedure
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed as follows: if you return your entire order, the full amount paid for your goods will be refunded, along with the Tegen Standard Delivery cost if you paid for it. If you return only part of your order, we will refund the items you have returned, but not the original delivery cost. Unfortunately, we cannot refund you for express or international delivery options or the return postage, including cases where the parcel is refused due to customs charges. A credit will automatically be applied to your original method of payment, within 7 days. If you haven’t received a refund after 7 days, first check your bank account and contact your card company directly as it may take some time before your refund is officially posted by them.
If you've completed these steps but haven't received your refund yet, please contact us.
Store Credit
At your request instead of a cash refund, a store credit to the value of your due refund can be applied to your My Tegen Account for you to spend in part or full at your own leisure. The credit will remain on your account for 1 year and can be used in full or part payment for items from our website.
Exchange procedure
You're welcome to exchange your item(s) for another product(s). If the new item(s) is of lower value, we'll refund the difference. If it's of higher value, we'll email you a link to pay the remaining amount.
If you would like to proceed with an exchange and would like some product recommendations please provide us with some details about your hair type and the specific style you're looking to create and we will be more than happy to assist you in finding something that works perfectly for you.
Email us at info@tegenaccessories.co.uk.
Gifts and Refunds/Returns
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift card will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will have to send a refund to the gift giver and they will find out about your return.
As a company, we are very conscious about sustainability, and for that reason, we aim to put more than one handmade hair accessory in each dust bag. We ask that with returns, you return your dust bag with the item unless another item from within the dust bag was kept. If you are ordering as a gift and wish to request one dust bag per item, please add a note to your order at checkout.
Bundle Boxes
When purchasing our bundle boxes, if there is an item that you are unhappy with, we will exchange this item for you for another item of the same value or more that you may pay the difference. The box itself falls under our full returns policy if all items are returned unused and in the same condition that they were received, including gift wrapping and dust bags. In the very unlikely event that one or more of the items in your box is defective, we will, of course, replace this item in line with our Tegen Promise Guarantee. Please just email us a photo of the item, and we can process this for you. All returns and exchanges are at the discretion of the company. You may not return only one item from the box for a refund, as the box is sold as one product.
Returning Faulty Items
If your item is faulty, please do not send it back to us. Email us your order number, a short description of the problem and a photograph of the item, and we will take it from there.
Faulty items are handled under our Tegen Promise Guarantee rather than under this returns policy. Read the full guarantee here. This is in addition to your legal rights, which are not affected.
International orders: within 90 days, faulty or incorrect items are replaced free, duties included. After 90 days but still within your guarantee, you can choose a replacement (duties payable by you) or a 1-year store credit, or a refund if neither suits. Exchanges for reasons other than a fault are available within 90 days only, with return postage and duties payable by you. Outside the guarantee period, the same terms as UK orders apply: no refund or exchange.
Missing Parcels
If your parcel hasn't arrived within the expected timeframe, please contact our Customer Care team, and we'll guide you through the next steps.
