Refund policy

30-Day Return Policy

We offer a 30-day return policy. This means you have 30 days after receiving your order to request a return.

This policy is in addition to, and does not affect, your statutory consumer rights.

Eligibility for Returns

To be eligible for a return under our 30-day change-of-mind policy, the item must be returned in the same condition in which you received it. It should be unused, with any original tags attached and, where reasonably possible, in its original packaging. You will also need your receipt or other proof of purchase.

You may inspect an item as you would in a shop. However, we may reduce the amount refunded if the item has been handled beyond what is reasonably necessary to establish its nature, characteristics and operation, resulting in a reduction in its value.

How to Request a Return

To request a return, contact us at support@tepre.co.uk and include:

  • Your name

  • Your order number

  • The item you wish to return

  • The reason for the return

  • Photographs if the item is damaged, faulty or incorrect

If your return is accepted, we will provide instructions explaining how and where to send your item.

Returns must be sent to:

Tepre Limited
13 Greencroft Road
Hounslow
TW5 0BQ
United Kingdom

Please do not send an item back before contacting us. Items returned without first requesting a return may not be accepted or may take longer to process.

Return Postage

For change-of-mind returns, you are responsible for the cost of returning the item. We recommend using a tracked postal service, as you remain responsible for the item until it reaches us.

If an item is faulty, damaged on arrival, incorrectly described or not the item you ordered, Tepre Limited will cover reasonable return postage costs or provide an appropriate return method.

Original Delivery Charges

Where you exercise your statutory right to cancel an online order, we will refund the cost of our standard delivery service, if you paid for delivery.

If you selected a more expensive delivery option, we are not required to refund the additional amount above the cost of standard delivery.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. Contact us as soon as possible if an item is defective, damaged or incorrect so that we can investigate and put things right.

Please provide photographs of the product, packaging and shipping label where relevant. This helps us resolve the issue more quickly.

Your statutory rights apply to faulty or misdescribed goods. Depending on the circumstances, you may be entitled to a refund, repair or replacement.

Exceptions and Non-returnable Items

We cannot accept change-of-mind returns for:

  • Items made or personalised specifically for you

  • Perishable goods

  • Sealed goods that are not suitable for return for health or hygiene reasons if the seal has been broken

  • Hazardous materials, flammable liquids or gases

  • Gift cards

Please contact us at support@tepre.co.uk if you are unsure whether an item is eligible for return.

Sale Items

Sale or discounted items may be returned in accordance with this policy. Your statutory rights also apply to sale items.

Exchanges

We do not currently offer direct exchanges.

The quickest way to obtain a different product or colour is to return your original item and, once the return has been accepted, place a separate order for the replacement.

UK and European Union Cancellation Rights

If you are a consumer in the United Kingdom or European Union purchasing online, you generally have the right to cancel an eligible order without giving a reason within 14 days after the day you, or a person nominated by you, receives the goods.

For an order containing multiple items delivered separately, the cancellation period generally begins when the final item is received.

To exercise this right, email support@tepre.co.uk with a clear statement that you wish to cancel your order. You must then return the goods within 14 days after notifying us of the cancellation.

Certain products are excluded from the statutory right to cancel, including personalised goods and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.

Refunds

We will notify you after receiving and inspecting your return and tell you whether the refund has been approved.

Approved refunds will be issued to your original payment method. We will process the refund without undue delay and no later than 14 days after receiving the returned goods or, where applicable, receiving evidence that you have sent them back.

We may withhold the refund until we receive the goods or you provide evidence that they have been returned, whichever occurs first.

After we issue the refund, your bank or payment provider may require additional time to credit the funds to your account.

If more than 15 business days have passed since we confirmed that your refund was issued, please contact support@tepre.co.uk.

Contact Us

For any questions about returns or refunds, contact:

Tepre Limited
Trading as Tepre London
Email: support@tepre.co.uk
Address: 13 Greencroft Road, Hounslow, TW5 0BQ, United Kingdom
Company registration number: 16358474
VAT number: GB 517 9074 73