Refunds & Exchanges
STANDARD RETURN TERMS
We can offer a refund on Non-Sale items returned within 14 days with the original unopened bags, labels and tags attached. Returned items must be in their original condition. We reserve the right to refuse an exchange or refund if items are non-saleable. We can offer 2 solutions:
- Full refund of cost of goods back to your method of payment.
- Opt for a gift card refund and we will give you a full refund on a gift card.
We accept returns for online orders via the post only.
If you wish to return your order, please send this back to us at the below address, please ensure you include your name and order number
Please return products from Tyna collection to:
9 PINE CLOSE
Package your item with paperwork inside so that we can identify it and take it to the post office. Remember to obtain proof of postage as we are unable to take responsibility for lost parcels that do not reach us.
Await your refund. This will be issued within 14 days of receipt. Please note chasing our customer service team will not speed up the process, if we have received it, please be rest assured that your refund will be issued within the allocated time frame.
Please note that all return postage is paid for by the customer.
Should a different size be needed this can be reordered through the website.
Please note that any discount codes used at the point of original order will not be honoured if returning items, a full refund for the value of the order will be issued but the code will be forfeited so please bear this in mind when ordering on sale days.
Returns must be clearly labelled inside the package with the Order Number, Name and Action required.
Items received after 14 days will only be issued with a credit voucher, please ensure you allow enough time when posting back as any items received after 14 days will automatically be issued a gift card.
Items received after 28 days cannot be refunded. If you would like the items returned to you, this will be at your cost.
Items must be packaged in original bags, labels and tags attached. We cannot offer any refunds if labels and tags have been removed.
Items that smell of smoke or animals may be rejected and returned to sender.
Items that show signs of being worn will not be refunded and can be returned to you at your cost.
For items damaged through misuse and reported as faulty, we reserve the right to refuse a refund.
Items returned without the original paperwork will delay your refund being processed. If we are unable to determine who sent it, the return cannot be processed.
If an item is returned to us from the post office due to not being collected, we are able to return the goods but this will be chargeable at standard delivery costs.
You can expect your refund within 14 days from the date we receive your returned item(s).
Please do not chase our returns department daily after posting your item back, once received we will update our returns management system which will email you to notify you that the item has been received, it then has to go through a chain of departments before the accounts team issue the refunds so please note this can take up to 2 weeks.
If you have not heard anything within 2 weeks of sending to us please email returns@TYNA.co.uk and we will look into this further for you.
Note we cannot be held responsible for losses of items returned back to us using a non-tracked service.
We do not offer refunds on Gift Cards. All Gift Card sales are final and non-returnable.
If an item is faulty TYNA are happy to offer a replacement (please inform us of any faults as soon as possible). This must be reported within the first 28 days of receiving items and no refund or exchange can be offered on items outside this time period.
TERMS AND CONDITIONS OF SALE ITEMS
If the item you receive is faulty please contact customerservice@TYNA.co.uk
Due to the high demand on sale items, some items may oversell. If this does happen, Customer Service will be in contact and a refund may be issued.
Any manufacturing faults will be evident within the first 28 days, anything beyond that can only be classed as general wear and tear.
We cannot be held responsible for damage caused by the consumer, this includes rips, tears, fraying or any other damage that is not deemed as a manufacturing fault.
If the item is faulty or the incorrect product was received in error, we will issue a pre-paid envelope for you to return and send out the correct item to you.
Please mark you email FOR THE ATTENTION OF RETURNS TEAM and send it to returns@TYNA.co.uk for us to process this.
Should you need to return your item(s), please fill out your returns form and post back to;
9 PINE CLOSE
Please do not send goods without this returns forms as our warehouse will not process them without the relevant forms and your refund will be delayed.
Refer to the UK Consumer Rights Act 2015 for information on your Statutory Rights.
The Consumer Contracts Regulations 2013 Regulations applies to sales of goods or services to consumers without face-to-face contact. This includes selling by mail order, online, using digital television or by telephone, fax or text message. The Regulations replaced the former Distance Selling Regulations. According to the regulations, when purchasing products, the Consumer has the option to repudiate the contract without specifying any reasons for a period of at least 14 days.
This period starts on the day the product is received by or on behalf of the Consumer. You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us.
The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods.
The consumer can easily report any products they want to return. This can be done by completing our returns authorisation request form which can be found on our website.
To meet the cancellation deadline, it is sufficient for the consumer to send their communication concerning their exercise of the right to cancel before the cancellation period has expired.
EFFECTS OF CANCELLATION
If the consumer cancels this contract, TYNA LTD will reimburse to the customer all payments received from them, including the costs of delivery (except for the supplementary costs arising if the consumer chooses a type of delivery other than the least expensive type of standard delivery offered by TYNA LTD without undue delay and in any event not later than 14 days from the day on which TYNA LTD is informed about the consumer’s decision to withdraw from the contract.
TYNA LTD will make the reimbursement using the same means of payment as the consumer used for the initial transaction unless the customer has expressly agreed otherwise; in any event, the consumer will not incur any fees as a result of such reimbursement.
TYNA LTD may withhold reimbursement until the goods are received back or the consumer has supplied evidence of having sent back the goods, whichever is the earliest.
Returning the cancelled product to TYNA LTD are done at the consumer’s own cost. The consumer shall send back the goods or hand them over to TYNA LTD without undue delay and in any event not later than 14 days from the day on which he/she has communicated his/her withdrawal from this contract to TYNA LTD. The deadline is met if the consumer sends back the goods before the period of 14 days has expired. The consumer will have to bear the direct cost of returning the goods.
You can reach us via e-mail Monday-Friday from 9:00-17:00 GMT at returns@TYNA.co.uk