Customer service

Refund
  • How will I receive a refund for my in-store return?

    You have the choice between several refund methods among those accepted at the point of sale where you have decided to make your return. The refund method also depends on the payment method.
    •For orders paid with credit card or PayPal you’ll be able to choose between two refund methods: same payment method or a return card.
    •For orders paid with gift/return card the refund will be made on a return card.
    •For orders paid with mixed payment, you’ll be able to choose between two refund methods: return card or IBAN refund*.
    We would like to point out that the point of sale is not required to return the amount of your return in cash.
    *as soon as the store staff closes the return receipt, you will receive an e-mail where you will have to enter your IBAN number.

  • When will I receive a refund for my in-store return?

    The refund will be issued within 14 days, but the exact timing will depend on the refund method chosen:

    •The refund made on credit card/PayPal will take a few days, depending on the timing of your bank.
    •The return card will be usable immediately after it's been issued.
    •The refund made via IBAN will be visible 8 days after entering the IBAN.

  • How will I receive a refund for the goods returned via courier?

    The refund will be made using the method chosen when filling out the return form. The refund method also depends on the payment method.

    •For orders paid with credit card or PayPal the refund will be made by same payment method •For orders paid with gift/return card, the refund will be made by IBAN refund*.
    •For orders paid with mixed payment, the refund will be made by IBAN refund*.
    *as soon as the warehouse confirms the receival of the returned items, you will receive an e-mail where you will have to enter your IBAN number.

  • When will I receive a refund for the goods returned via courier?

    The refund will be made as soon as possible, no later than 14 days from your return request (provided that we have received the returned items or that you have given us a proof of having sent them to us) or alternatively, after you will deliver the returned products to the store, to the courier or to a pick up point. The time it takes to see the refund appear in your account may depend on your credit or debit card company.

  • It's been 14 days and I still haven't received my refund, what can I do?

    Write to us at hello@tezenis.com and we will check the reasons for what happened.

  • My order was cancelled/partially shipped, when will I receive my refund?

    We will start the refund procedure as soon as the warehouse confirms the cancellation of the item/order.

  • My order was lost, how and when will I receive my refund?

    If your package has been lost, we will start the refund process as soon as the courier confirms the loss. The refund will always depend on the payment method:

    •For orders paid with credit card or PayPal, the refund will be made by same payment method.
    •For orders paid with gift/return card or mixed payment, the refund will be made by IBAN refund*.
    *you will receive an e-mail with the IBAN request.

  • There were some items missing in the order, how and when will I receive my refund?

    Contact us at hello@tezenis.com and provide us with the codes of the items not received. Once approved, we will start the refund procedure depending on the payment method:

    •For orders paid with credit card or PayPal, the refund will be made by same payment method.
    •For orders paid with gift/return card or mixed payment, the refund will be made by IBAN refund*.
    *you will receive an e-mail with the IBAN request.

  • Can I get the refund on a different credit card rather than the one I have used to make my online order?

    No, the refund will take place on the same credit card used to pay for the online order.

  • How is my refund processed if I paid in installments?

    If you have changed your mind, you can return your Afterpay or Klarna Pay in 4 purchase, and you will be refunded. If you have returned an order in its entirety and the full amount of the order is refunded, any upcoming payments will be cancelled and any payments you have already made will be refunded back to the card you paid with. The same principles apply if you’ve returned a portion of an order and received a partial refund. Your payment plan will be automatically adjusted to reflect the new total order value starting with the last payment and working backward. In the case where a refund amount is higher than the amount of the last installment, Afterpay and Klarna will eliminate the last installment payment and apply the remaining amount to your earlier payments.

  • In case of a return, will I always be refunded the initial shipping costs?

    The initial shipping costs you have paid will only be refunded when you have returned all the items in your order.
    Therefore, if you return only some of the items you ordered and keep others, the initial shipping costs will not be refunded.

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