Return & Refund Policy
We understand that a product may not always meet your expectations or that an issue may arise after delivery. At Tirvanel, our return and refund procedures are intended to provide customers with a clear way to request assistance and understand the available outcomes.
This policy explains return eligibility, refund processing, shipping responsibility, and the steps to follow when something goes wrong with an order.
1. Return Request Period
Customers may request a return within 30 calendar days after the date of delivery.
If you would like to return an item, please contact our customer support team within this period and provide your order number and a brief explanation of your request.
Return requests are assessed according to the product's condition, the reason for the return, and applicable consumer protection requirements.
2. Conditions for Voluntary Returns
For returns requested because of a change of mind or personal preference, products should generally:
- Be unused except for reasonable inspection.
- Remain in their original condition.
- Include relevant accessories and components.
- Be accompanied by original packaging where reasonably necessary.
- Have sufficient purchase information available for order verification.
Certain products may be excluded from voluntary returns where permitted by law, such as qualifying personalized, perishable, or hygiene-sensitive items.
These conditions do not remove your statutory remedies for products that are defective, damaged, incorrectly supplied, or materially different from their descriptions.
3. Starting a Return
To request a return, please follow the process below.
Step 1: Contact Customer Support
Email service@tirvanel.com within the applicable return period.
Include your order number, the product you wish to return, and the reason for your request.
Step 2: Provide Relevant Details
If your request concerns damage, a defect, or an incorrect item, please describe the problem and provide supporting photographs when reasonably possible.
Step 3: Receive Return Instructions
Our support team will review your request and explain the available next steps.
For a return requiring shipment, you will receive instructions identifying the authorized return destination.
Step 4: Prepare the Package
Pack the product securely, including the required accessories and relevant components.
Follow the provided shipping instructions and retain proof of dispatch when available.
Important: Our registered company address is not automatically our merchandise return address. Please do not ship a return to that address without specific authorization.
4. Return Shipping Costs
Shipping responsibility depends on why the product is being returned.
Change-of-Mind Returns
When a customer requests an eligible voluntary return for personal reasons, the customer is generally responsible for the return shipping cost unless applicable law requires otherwise.
Defective, Damaged, or Incorrect Products
If the return is due to a defective product, damage during delivery, or an error in the item supplied, we will cover applicable reasonable return shipping expenses or provide another legally appropriate solution.
Please contact customer support before arranging an expensive return shipment.
5. Review of Returned Merchandise
Once a returned item reaches the authorized destination, it will be assessed in light of the applicable return conditions.
The review may include checking the product's condition, completeness, and the information provided with the request.
We will notify you of the outcome and explain the next steps.
Where a refund is required by law, the applicable legal requirements will take priority over any ordinary voluntary return conditions.
6. Refund Processing and Timing
After a refund is approved, Tirvanel normally initiates the refund within 10 business days following approval, unless applicable law requires a shorter deadline.
Refunds are generally issued through the original payment method used for the purchase.
The date a refund is initiated may differ from the date it becomes visible in your account. Banks, card issuers, and payment service providers may require additional processing time.
Any refund of the original shipping charge will depend on the reason for the return, the terms of purchase, and applicable consumer law.
If you have not received an approved refund after a reasonable processing period, please contact us so we can review its status.
7. No Restocking Fees
We do not charge a restocking fee for eligible returns.
Any applicable return transportation expense is separate from a restocking fee and will be determined under the conditions stated in this policy.
8. Faulty, Damaged, or Incorrect Items
If your order arrives damaged, contains an incorrect product, or has a defect, please contact us as soon as reasonably possible.
Provide the order number and an explanation of the issue.
Depending on the circumstances and your legal rights, a suitable resolution may include:
- A replacement product.
- Repair where appropriate.
- A full or partial refund where legally appropriate.
- Another remedy required by applicable consumer protection law.
We will not deny statutory remedies solely because the ordinary voluntary return window has ended.
9. Order Cancellation Requests
Customers wishing to cancel an order should contact us before dispatch.
We will attempt to accommodate eligible requests, but cancellation cannot always be guaranteed after the order has entered fulfillment.
For orders already dispatched, the applicable return conditions and any mandatory cancellation rights will determine the available options.
10. Exchanges
If you would prefer a different product or replacement, please contact customer support to discuss your situation.
Exchanges depend on product availability, the condition of the original item, and the reason for the request.
When a direct exchange is unavailable, a return followed by a separate purchase may be an alternative.
11. Unsuccessful Delivery or Refused Packages
If a parcel is returned because of incorrect delivery information, an unsuccessful delivery attempt, or refusal of delivery, we will review the circumstances before determining the appropriate next steps.
Any additional transportation costs or refund adjustments will be handled in accordance with the purchase terms and applicable consumer rights.
12. Your Statutory Rights
This policy does not exclude or reduce consumer rights that cannot legally be waived.
Where the law applicable to your purchase provides additional withdrawal rights, longer return periods, warranties, or different refund requirements, those mandatory protections will prevail.
13. Return and Refund Assistance
For questions about return eligibility, refund status, or an issue with your purchase, please contact our support team.
Operating Company: Wuhan Xinbinxiao Trading Co., Ltd.
Unified Social Credit Code (USCC): 91420114MAKDBHX28Y
Company Address: Factory Building 6-1362, No. 91 Huayuanwan 2nd Street, Daji Street, Caidian District, Wuhan, Hubei Province
Support Email: service@tirvanel.com
Contact Phone: +86 14569184752
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Website: https://tirvanel.com