Refund policy
Return & Refund Policy
Your satisfaction matters to us. If something isn't right with your order, we're here to make it easy to resolve — whether that's a return, a replacement, or a refund.
The Basics
You have 30 days from the date your order is delivered to request a return. To be accepted, items must be unused, in their original condition, and sent back with all original packaging, tags, and accessories included. We don't charge any restocking fees — ever.
Our support team will guide you through every step of the process. Please note that as we work with international fulfilment partners, the return address provided may differ from our registered business address.
Who Covers the Return Costs?
This depends on the reason for the return:
Damaged, Defective, or Incorrect Items: If your order arrives in a condition that isn't what you expected — whether it's damaged, faulty, or simply the wrong item — we'll cover everything. Just contact us with clear photos and/or a short video showing the issue, and we'll arrange a full replacement or replacement parts at no cost to you.
If you'd rather have a refund than a replacement, that's completely fine — however, the Change of Mind terms will apply in that case: return shipping will be at your expense, and original shipping costs are non-refundable. Your refund will be issued once the item has been received and inspected at our warehouse.
Change of Mind: If you've ordered the wrong size, it isn't quite what you expected, or you've simply changed your mind, you're welcome to return the item — but the cost of return shipping will be your responsibility. Original shipping costs are non-refundable.
How to Start a Return
- Get in touch: Email us at support@tavellix.com with your order number and the reason for your return.
- Pack it up: Place the item securely back in its original packaging, making sure all accessories, tags, and documents are included.
- Send it back: Follow the return instructions provided in your authorisation email, using the recommended carrier or shipping method.
Please do not send items back without first receiving a return authorisation — unapproved returns may not be accepted at the warehouse.
How Refunds Work
Refunds are only issued once the returned item has physically arrived at our warehouse and passed inspection. We do not process refunds based on tracking information alone.
Our team will complete the inspection within 5 business days of receiving your return. Once approved, your refund will be sent back to your original payment method. Depending on your bank or payment provider, this typically takes up to 7 business days to appear.
Exchanges
Want a different size, colour, or product instead? No problem — just email us at support@tavellix.com and we'll sort out an exchange for you as quickly as possible.
Items That Cannot Be Returned
Certain items are not eligible for return due to hygiene and safety reasons. Any such products will be clearly labelled as non-returnable on their individual product pages.
Still Have Questions?
Head over to our FAQs page or contact us directly at support@tavellix.com — we're always happy to help and committed to resolving any issues as smoothly as possible.
Policy Acknowledgement
By completing a purchase on our website, you confirm that you have read and accepted the terms outlined in this Return & Refund Policy, including return eligibility, the returns process, and any applicable return shipping costs.
Contact Information
- Store name: Tavellix is a trading name of CONVOC LTD
- Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
- Email: support@tavellix.com
- Customer Service Hours: Monday–Friday, 09:00–17:00 (GMT) Response Time: We aim to reply within 1–2 business days