Refund policy

TYMELES — Return, Refund and Replacement Policy

Last updated: 15 October 2026

At TYMELES, we take care to offer quality products. Our products are made to order and fulfilled through our print-on-demand partner. Please read this policy carefully before placing an order.

1. Damaged, Defective, Misprinted or Incorrect Products

Despite quality checks, a product may occasionally arrive damaged during handling or delivery, contain a printing defect, or differ from the product ordered.

If you receive a damaged, defective, misprinted or incorrect product, contact us within 7 days of delivery.

To help us investigate your claim, please provide:

- Your TYMELES order number.
- A clear unboxing video showing the package being opened and the product condition.
- Clear photographs of the affected product and the issue.
- Photographs of the original packaging and courier packaging.

Please retain the product and packaging until your claim has been reviewed.

Our fulfilment partner requires supporting evidence, including an unboxing video, to assess certain claims. If an unboxing video is unavailable, verification or reimbursement from our fulfilment partner may not be possible. We will review the available evidence and applicable consumer rights before deciding the appropriate resolution.

Eligible claims may be resolved through a replacement or refund, depending on the circumstances.

All claims should be reported within 7 days of delivery to meet our fulfilment partner's claim window. This timeframe does not remove any rights or remedies available under applicable law.

2. Size Issues, Change of Mind and Non-Defective Products

Please check the size chart, product description, colour options and customisation details carefully before placing your order.

Because our products are made to order, we generally do not accept returns or exchanges for a change of mind, a customer-selected incorrect size, or personal preference when the product has been supplied correctly and is not defective.

If you request a different size or a return for a non-defective product, any new order or associated costs will generally be your responsibility.

If you believe the product's actual measurements differ from the published size chart, please contact us within 7 days of delivery. Include photographs showing the product measurements so we can investigate.

This policy does not exclude any remedy required by applicable consumer protection laws.

3. Personalised Products

Please review all names, dates, spellings and other customisation details before completing your purchase.

If a personalised product does not match the details you submitted, contact us within 7 days of delivery with your order number, photographs and an unboxing video where available.

If the error was caused by incorrect information submitted by the customer, a correction or replacement may require a new order at the customer's expense, subject to applicable law.

4. Lost Shipments

If your order appears delayed or has not arrived, contact us with your order number so we can investigate its shipping status.

If the shipment is confirmed as lost in transit, we will coordinate an appropriate resolution. Where a refund is approved, it will be processed in accordance with the applicable fulfilment and payment procedures.

5. Colour Differences in Printed Products

Colours may appear slightly different on the finished product compared with what you see on your screen.

This can occur because of differences in screen settings, colour profiles, inks and the Direct-to-Garment (DTG) printing process.

Minor colour variations alone do not necessarily indicate a defect. However, if the product has a significant printing error or does not reasonably match the product description, please contact us for review.

6. Damage to Courier Packaging

If the courier package appears damaged when delivered, photograph the package and its condition before opening it, where possible.

If you notice visible damage, report it to the delivery personnel and request that the damage be recorded at delivery where the process permits. Keep the courier packaging and take an unboxing video while opening the package carefully.

Avoid using scissors, blades or other sharp objects near the product, as they may cause damage.

7. Refund and Replacement Process

Once we receive the information needed to review your claim, we will assess the circumstances and communicate the outcome.

Approved refunds will generally be initiated through the original payment method wherever possible. The time taken for the amount to appear in your account depends on the payment provider and bank.

If a return is required for an approved claim involving a defective, damaged, misprinted or incorrect item, our store will cover the applicable return shipping costs. We will also cover the shipping costs for sending a replacement item.

Replacement availability and timelines depend on product availability and the fulfilment process. If a replacement is unavailable, we will communicate the available resolution to the customer.

Customers will not be charged return or replacement shipping fees for approved claims involving defective, damaged, or incorrect items.

8. How to Contact Us

To request assistance, contact us with your order number, delivery date, a description of the issue and the supporting evidence listed above.

Email: hellotymeles@gmail.com

We aim to respond within 2 business days.

9. Customer Rights

Nothing in this policy is intended to exclude or restrict any rights or remedies available to customers under applicable consumer protection laws.

10. Policy Updates

We may update this policy when necessary. The current version will be published on this page.