1. Right of Withdrawal (EU Customers)
In accordance with European Union consumer protection law (Directive 2011/83/EU), you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
To exercise your right of withdrawal, you must contact us at:
contact@tenderteddies.com
2. Return Eligibility
To be eligible for a return, the item must meet the following conditions:
- Unused and unworn
- In original condition
- In original packaging
- With all accessories included
- Proof of purchase required
Returns sent without prior approval will not be accepted.
3. Return Process
Once your return request is approved, you will receive instructions by email.
The item must then be returned to the address provided.
Refunds are processed only after the item has been received and inspected.
4. Return Shipping Costs
Change of mind (withdrawal)
For returns under the right of withdrawal, return shipping costs are the responsibility of the customer.
Seller-covered cases
Return shipping is covered by Tender Teddies only in the following cases:
- Item is defective
- Item is damaged upon arrival
- Incorrect item delivered
5. Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery and provide clear photos.
After verification, we will offer one of the following solutions:
- Replacement of the item
- Refund of the order
- Other appropriate resolution depending on the case
6. Incorrect Items
If you receive an incorrect item, please contact us as soon as possible.
Once confirmed, we will cover return shipping costs and send the correct item or issue a refund.
7. Non-Delivered Orders
If your order has not been delivered, please contact us so we can open an investigation with the shipping carrier.
If the package is confirmed lost, we will offer either a replacement or a refund.
8. Order Cancellation
Orders are usually processed within 24 hours.
To request cancellation, please contact us immediately at:
contact@tenderteddies.com
Orders can only be cancelled if they have not yet been processed or shipped.
If the order has already been shipped, it must be returned after delivery according to this policy.
9. Shipping Address Responsibility
It is the customer’s responsibility to ensure that the shipping address is correct at checkout.
Address changes are only possible if the order has not been processed.
We are not responsible for incorrect or incomplete addresses.
If a package is returned to us due to an incorrect address or delivery failure, we will offer:
- A refund minus shipping costs, or
- A reshipment (additional shipping fees may apply)
Refunds or reshipments are only possible once the returned package has been received by us.
10. Refund Processing
All returned items are inspected upon arrival.
If the return is approved, a refund will be issued to the original payment method.
Refunds may take up to 14 business days after receipt and inspection of the returned item.
11. Non-Returnable Items
The following items are not eligible for return:
- Custom or personalized products
- Used or damaged items not caused by us
- Items returned without authorization
12. Exchanges
We do not offer direct exchanges.
To receive a different item, please:
- Return the original item
- Wait for approval
- Place a new order
13. Return Address
Synthra Retail – Tender Teddies
94 Av. de la République
63100 Clermont-Ferrand
France
14. Contact Information
For any questions regarding returns or refunds:
📧 contact@tenderteddies.com
📞 +33 7 53 53 47 02
Response time: 24–48 business hours