Refund policy
Refund and Return Policy
If you wish to return or exchange an item, you must send it back to us within 14 days from the date of delivery. Returned products must be in perfect, unused and fully resellable condition.
The returned item must be sent back in the same complete condition in which it was originally delivered, including the original packaging, all tags attached and the hygiene sticker intact. Items returned without these elements cannot be accepted.
Hygiene and quality requirements
For hygienic reasons all swimwear must be tried on only on clean skin and over your own clean underwear. We cannot accept returns of items that show any traces of deodorant, body lotion, cosmetics, self tanner or any intimate marks of any kind. Any form of contamination makes the product ineligible for return.
Fabric care during try on
Please handle the product carefully while trying it on. The delicate bi flex fabric, despite its high quality, may be damaged by sharp jewelry such as rings, necklaces, bracelets or earrings. Any pulls, snags, stretched fibers, micro tears or other fabric damage caused during try on will result in refusal of the return.
Condition of returned products
We do not accept returns of products that show any signs of use, including but not limited to snags, pulled threads, stretched fabric, micro damage, stains or any form of dirt. We also do not accept returns of items that carry any foreign or unpleasant odors, including but not limited to humidity, mold, musty smells, perfume, sweat, detergent or storage odors. Any product that arrives with noticeable or absorbed smells will be considered used and therefore ineligible for return. Returned products must be clean, undamaged and suitable for immediate resale. Any product that arrives worn, soiled, damaged or otherwise not meeting these conditions will be refused.
Return cost for items not accepted
If the item received by us does not meet the requirements outlined in this policy and cannot be accepted for return, the customer is responsible for the cost of sending the item back to them.
If the customer refuses to cover the return shipping cost or does not respond within a reasonable time, the item may be disposed of without compensation.
We do not refund the value of any item that does not meet the return conditions.
Return delivery
The customer is responsible for the cost of return shipping and for ensuring that the package arrives safely. We recommend using trackable shipping. Please include your order number, name and email address inside the package to avoid delays in processing.
Recording of return unpacking
To ensure full transparency and to avoid any disputes, all return packages are unpacked and inspected under video recording. The footage is stored for 14 days from the date the return is processed.
The video serves as evidence confirming that the returned item was accepted in proper condition, or as justification for a refusal if the item did not meet the return requirements. This procedure protects both the customer and the seller.
Identification of return parcels
Please ensure that your return parcel includes the order number or any other information that allows us to clearly identify the sender and that matches the details provided at the time of purchase.
If we receive a parcel that cannot be confidently connected to a specific customer, for example when the order number is missing, the sender’s details do not match the customer information or we are unable to confirm the origin of the return, we are not able to process the return or issue a refund.
If our attempts to contact the customer to confirm the identity of the parcel remain unanswered for a reasonable amount of time, the package may be sent back to the sender at their cost or disposed of.
Processing time and refund method
The refund is issued using the same payment method that was used for the original purchase. After the return parcel is received and inspected, the processing of the return and the refund may take up to fourteen days.
The exact time may vary depending on the payment method and the processing times of the customer’s bank or payment provider.
Return address
TVOE
Bialowieska 101/59
Wrocław 54-234
Poland
tel: +48 786 809 355
email: info@tvoe.pl
