Clear Returns, Refunds & Order Support

1. Return and Refund Policy

At Tavunae, we provide straightforward guidelines for handling eligible returns and refund requests after an order has been delivered. The requirements below explain which products may qualify, when a request should be submitted, and what customers should expect throughout the review process.

1.1 Return Eligibility Requirements

• Products submitted for return must be unused, unopened, and preserved in their original condition with all original packaging, accessories, components, and included materials.
• Eligible return requests must be initiated within 30 days of the confirmed delivery date.
• Customers must provide adequate order information or another valid form of purchase verification so the transaction can be identified.
• When sending an approved return, customers are encouraged to use a shipping service that provides tracking for the returned package.

1.2 Products That Cannot Be Returned

• Consumable items that have been opened, tested, used, modified, or otherwise changed after delivery.
• Digital products, downloadable merchandise, electronic content, or digital gift cards.
• Goods produced, customized, personalized, or prepared specifically according to an individual customer’s specifications.
• Items clearly identified as Final Sale before the purchase was completed.
• Products damaged through incorrect handling, improper storage, accidents, negligence, misuse, or use outside their intended purpose.

1.3 Refund Approval and Timing

After an authorized return reaches the designated return address, the merchandise may be reviewed to confirm compliance with the applicable return conditions. If approved, Tavunae will initiate the refund within 7–10 business days using the original payment method. The final posting time may vary depending on the customer’s bank, card issuer, financial institution, or payment service provider.

1.4 Shipping Charges and Return Costs

• Original shipping charges are generally not refundable unless Tavunae confirms that the customer received an incorrect, defective, or damaged item.
• Return shipping expenses are normally the customer’s responsibility unless our support team specifically confirms that the seller will cover those costs.
• If a restocking fee applies to a particular return, the relevant amount will be communicated before the return process is finalized.

2. Cancelling an Order

Customers who want to cancel an order should submit their request as soon as possible after completing the purchase. Whether cancellation is available depends on the fulfillment stage at the time the request is reviewed. Orders that have progressed too far through processing or have already been handed over for shipment may no longer be stopped. If an order has already shipped, eligible products may still be returned after delivery under the applicable return conditions.

2.1 Cancellation Eligibility

• A cancellation request must reach us before fulfillment has progressed beyond the point at which dispatch can reasonably be prevented.
• Customized, personalized, or made-to-order products may become ineligible for cancellation once production, preparation, or customization has started.
• Orders already transferred to the shipping process must follow the applicable return procedure once delivery has been completed.

2.2 How to Submit a Cancellation Request

To request cancellation, use our Contact Us page and provide the order number together with the email address used when placing the order. The Tavunae support team will review the current fulfillment status and determine whether cancellation remains possible.

2.3 Orders That Have Already Shipped

• If an order has already been dispatched, any qualifying return must be requested after delivery and handled according to the standard return policy.
• Depending on the circumstances, customers may be responsible for return shipping costs when an order was shipped before the cancellation request could be completed.

3. Exchanges and Replacement Requests

If a delivered order contains an item that is damaged, defective, or materially different from the product ordered, Tavunae may review the reported issue and determine an appropriate resolution. Eligible replacement requests should be submitted within 7 days after confirmed delivery. Customers should provide the relevant order number together with clear photographs or other supporting information showing the issue.

3.1 Replacement Request Conditions

• Where reasonably possible, the affected product should remain unused and should be kept with its original packaging, accessories, documents, and other included materials.
• Replacement availability depends on current stock. If the same product cannot be provided, another appropriate solution may be offered.
• After the reported issue has been reviewed and confirmed, Tavunae may provide return instructions or, where applicable, issue a prepaid return shipping label.

4. Support for Returns, Refunds, Cancellations, and Replacements

For assistance with an eligible return, refund, cancellation, exchange, or replacement request, contact Tavunae through our Contact Us page. Providing your order number together with complete details about the request will help our support team review the matter more efficiently.