Returns Policy

No Fuss Returns Policy - 90 days

We want you to have a care free shopping experience at Tegen Accessories.

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.

You have 90 days to return item(s) for an exchange 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 Online (Returns)

14 Tichborne Street

Brighton

BN1 1UR

Tegen Promise Guarantee

If your hair accessory is within the Tegen Promise Guarantee, we will be more than happy to replace it for you or if the product is unavailable or has been discontinued, we will provide you with store credit.

Click here to find out more information about our Tegen Promise Guarantee .

We will need a photo of your accessory sent to us for our records, to identify the issue and to be able to honour this guarantee. We are able to look up your order with the email address used to purchase so a receipt is not required. Products that have been modified in any way and products that have been damaged as a direct result of mishandling and failure to follow our maintenance guide, to properly take care of your accessories, will not be covered under the guarantee.

Replacements will be sent at our discretion.

1 Year Tegen Promise Guarantee	6 - Month Tegen Promise Guarantee

Full returns policy:

This is our (TA and MHT Online Ltd) returns policy in relation to the Consumer Protection (Distance Selling) Regulations 2000. 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 you received your order. If 90 days have gone by since your delivery, unfortunately, we can’t offer you a refund or exchange under the Consumer Protection (Distance Selling) regulations 2000. Your statutory rights under the Sale of goods act 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 exercise your right under the consumer protection (distance selling) regulations 2000 in pursuit of a refund. 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: The full amount paid for your goods and (if you didn't have free delivery on your order) the Tegen Standard Delivery cost will be refunded to you. 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 you receive a faulty item, please do not send the item back to us. First, email us your order number summary of the problem and include photographs of the broken item, which we can use to identify the issue and keep for our records. We will then work to organise a replacement for you or provide you with a refund. Usually, you will not be required to return the broken item to us, so please do not return anything before contacting us. If we need you to return the item to us for further investigation, we will cover the cost of return postage.

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.

A Note From The Founder

This week, I turned 40. And as I sat with a cup of coffee reflecting on everything that has brought me here, I kept coming back to the same thought: TEGEN Accessories turns 14 this year too. We grew up together, this business and I.

So I wanted to take a moment, properly, for the first time, to share the story of how TEGEN came to be. Because behind every product you have ever ordered, every clip that has held your hair together on a busy morning, is a journey that began on an ordinary morning that turned out to be anything but.

The Day Everything Changed

I was 25, a few weeks shy of my 26th birthday, when the owners of the company I worked for came into the shop one morning, closed the door, and told me the company had gone into administration. My first thought wasn't, "What do I do now?" It was “How do I save the Brighton shop?”

I had been managing Jaffa Hair, a well-known shop in Brighton's famous Lanes, and I loved it. The colleagues had become genuine friends, the regulars felt like community, and the products (French handmade hair accessories, many from family-run suppliers with centuries of heritage) were unlike anything you could find anywhere else. Customers would tell us that all the time: "I've never come across anything like this anywhere else." We heard it so often that we stopped being surprised, but we never stopped being proud.

The business had been brought down by two pressures at once: the Canterbury branch was struggling with its high running costs, and wholesale sales had taken a hit as some clients switched to cheaper, China-made products.

Those French accessories couldn't just disappear. France has been crafting hair accessories since the 1600s. One of our main suppliers is a family business founded in 1892. There is a reason they have endured: they are simply, genuinely, the best in the world. Losing access to them felt unthinkable.

Building Something Beautiful

Over the months that followed, Adam and I refurbished and rebranded the shop into TEGEN Accessories. Because we couldn't afford to close during the day, we did most of the work late into the night, fitting it around trading hours. It was exhausting, but it was also exciting. This is where the boutique feel we had always wanted was finally born: a space that did the beautiful products proper justice. TEGEN is a Cornish word meaning "jewel" or "ornament," and, being Cornish myself, it felt exactly right for a business built around beautiful things. Our very first logo had Pretty Little Things as a tagline, a nod to that meaning, though we quietly dropped it when we realised it didn't quite capture everything we stood for.

Once the boutique felt like the kind of place our products deserved to live in, we turned our attention to the next enormous task: the website. With help from the team, we spent almost a year writing product descriptions, photographing everything, and slowly building what became the first version of the TEGEN Accessories website on Shopify, the same platform you shop on today.

I remember the small kindnesses of those early days vividly. The neighbouring shops in the Lanes rallied around us. One of them even let us add our parcels to their Royal Mail collection before we had our own business account set up. That's what community looks like.

The Team That Made TEGEN

Over the years, TEGEN grew and so did the people around me.

Brighton is lucky to have two universities, and the students who took part-time jobs in the shop brought so much energy and talent. Some of them went on to work with me full-time after graduating. The shop team packed orders, answered customer queries, advised people in person on what would work for their hair type, and helped build something that was far bigger than any of us could have managed alone.

We expanded the range to include bridal collections and fascinators for weddings and race days, and became something of a destination for Ascot hats. I loved that side of the business deeply. It drew on my degree in Theatre and Art, and the time I had spent working in costume jewellery and bridal wear. Helping someone find the perfect thing to wear to a wedding or a big occasion is genuinely joyful.

One person I have to mention is Sophia, our Customer Care Manager, who is currently on maternity leave with her second baby. Sophia and I worked together at Jaffa Hair almost eighteen years ago now. She left briefly to work at a jeweller's, and then came back. She told me she missed the team and the customers. That says everything, I think, about what TEGEN has always tried to be.

Over the years, some of the people who have worked at TEGEN have become lifelong friends. I have been to their weddings and met their children, and looking back at the photos now, I feel incredibly lucky to have shared so much of life with such wonderful people.

The Pandemic and a New Chapter

When COVID-19 arrived in 2020, we closed the shop and, as it turned out, we never reopened it.

The team adapted brilliantly. Customer service moved entirely online, and our customers (many of whom had been shopping with us for years) stayed loyal throughout. We are so grateful for that.

The pandemic also brought into focus something we had been quietly noticing for a while: footfall had been declining year on year, and the costs of running a physical shop only ever went in one direction. We decided to put everything into building the best online hair accessories destination we could.

It was the right decision, even if it was a bittersweet one.

That said, we never stopped loving welcoming customers in person. Our offices are now centrally located in Brighton's North Laine on Tichborne Street, and you are always welcome to pop in. We have appointments available to book on our website, but walk-ins are always welcome too.

We grew the team to ten people, a mix of graduates and talented young people who brought fresh ideas and real dedication. I have loved watching every single one of them grow. Some have gone on to their dream jobs. One has started their own business. Watching that happen is one of the things I'm most proud of.

Forty, and Grateful

In November 2024, I became a mum for the first time. My daughter Clara is, as it turns out, wonderfully bright and full of personality, and I suspect she and TEGEN Accessories will grow up together, just as TEGEN and I did.

TEGEN will always be my first baby. Fourteen years in, I still don't grow tired of it: the products, the problem-solving, the customers, the suppliers who have become friends over years of working together, the team who show up every day and care.

Over the years, we have been recognised for our marketing and shortlisted for awards, including Best Retailer, Best E-Commerce Company, Best Customer Service, and Best Overall Company. I have also worked with business coaches who have helped me shape the kind of company I always wanted to build. None of it happened overnight, and none of it happened alone.

Thank You

Which brings me to the thing I most want to say.

None of this (not the reopened shop, not the website, not the team, not the fourteen years) would have been possible without you.

You are the customers who took a chance on a 26-year-old with no bank loan and a borrowed mail account. You are the ones who told your friends, who came back again and again, who trusted us to find something beautiful for your hair. Many of you have been with TEGEN since the very beginning. Some of you are finding us for the first time right now.

Either way: thank you. Thank you for supporting a female-founded business. Thank you for valuing the craft and heritage behind what we sell. And thank you for letting me do something I genuinely love, every single day.

Here's to the next fourteen years. I wonder where they'll take us.

With love and gratitude,

Tegen x

Founder, TEGEN Accessories