Refund policy
Return Eligibility
Customers may request a return within 14 calendar days of the Delivery Confirmation Date. “Delivery Confirmation Date” means the date on which the shipping carrier records the package as delivered.
To be eligible for a return, products must:
- Remain unopened, unused, and factory-sealed;
- Be in their original packaging and condition; and
- Receive return approval from our Customer Service team before being shipped back.
Products that have been opened, used, damaged, altered, or otherwise show signs of use are not eligible for return unless the product was received damaged, defective, or incorrect.
The following items are not eligible for return or refund:
- Requests submitted more than 14 calendar days after the Delivery Confirmation Date;
- Products that have been opened, used, damaged after delivery, or are no longer in their original condition or packaging;
- Products intentionally damaged or altered;
- Items returned without prior approval from our Customer Service team;
- Items returned after a return request has been denied;
- Free gifts, promotional gifts, samples, or other complimentary items, unless otherwise specified;
- Orders or packages that become undeliverable due to circumstances attributable to the customer, including an incorrect or incomplete address, inability of the carrier to contact the recipient, or failure or refusal to complete required customs procedures or pay applicable customs charges.
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We encourage customers to report damaged, defective, incorrect, or missing items within 14 days so that we can investigate the issue promptly; however, this reporting period does not limit any mandatory rights or remedies available under applicable consumer law.
Return Shipping Fees
Customers are responsible for all return shipping costs for returns made due to change of mind, personal preference, shade selection, duplicate orders, or other reasons not caused by TIRTIR. TIRTIR does not provide prepaid return shipping labels for such returns.
Customers are responsible for securely packaging returned products and ensuring that they arrive safely at the return warehouse.
Original shipping fees and any costs incurred in returning the products are non-refundable. If the return is required due to a confirmed damaged, defective, incorrect, or missing item attributable to TIRTIR, our Customer Service team will review the case and provide the appropriate resolution.
Refund Amount
Approved refunds will be issued for the eligible value of the returned products.
The following charges are non-refundable, unless otherwise required by applicable law:
- Original shipping fees;
- Return shipping costs;
- Customs duties and import taxes;
- VAT or brokerage fees;
- Handling, administrative, or other third-party charges associated with delivery or return.
If only part of an order is returned, the refund will apply only to the eligible products actually returned and confirmed by our warehouse. Discounts, promotional pricing, and other order-level benefits may be taken into account when determining the final refundable amount.
Return Shipment Responsibility
Customers are responsible for the return package until it is successfully delivered to the return warehouse. TIRTIR is not responsible for returned packages that are lost, damaged, misdelivered, or otherwise not received by our warehouse.
A return tracking record showing shipment alone does not constitute confirmation that the return has been successfully received or accepted. Refunds will be processed only after receipt and eligibility of the returned products have been confirmed by our warehouse.
Return Process
Please contact us through the Live Chat located at the bottom of our website within 14 calendar days of the Delivery Confirmation Date and let us know that you would like to request a return for a refund or exchange.
Please provide the requested order information and details regarding the product you wish to return. Our Customer Service team will review your request and the condition of the product to determine whether it is eligible for return.
Please do not send any products back before receiving return approval and instructions from our Customer Service team.
Once your return has been approved, securely pack the unopened and unused product(s) in an appropriate shipping box to prevent damage during transit. TIRTIR does not provide a prepaid return shipping label. Customers are responsible for arranging and paying for return shipping unless otherwise advised by our Customer Service team.
Please ship the package to the designated return warehouse address provided to you through Live Chat.
Return warehouse locations may vary depending on the original shipping region or other operational circumstances. Please do not return products to an address obtained from a previous order, previous return, package label, or other source unless our Customer Service team has specifically instructed you to use that address for your current return.
Once the returned package has been delivered to our designated warehouse, our warehouse team will verify the returned products, including their condition and quantity. After the return has been received and approved, we will process the applicable refund or exchange.
For refunds, please allow approximately 1–7 business days after processing for the funds to appear in your original payment method, depending on your bank or payment provider. Products that do not meet our return eligibility requirements may be refused and may not qualify for a refund or exchange.
Damaged, Incorrect or Missing Items
If you receive a damaged product, an incorrect item, or find that an item is missing from your order, please contact our Customer Service team through Live Chat within 14 calendar days of the Delivery Confirmation Date.
We may request photos or other reasonably available information to verify the claim. Failure to provide a particular form of evidence will not affect any mandatory rights available under applicable law. To verify your claim, please provide the following required photos:
1. For Damaged Items
- A clear photo of the shipping box showing both the condition of the box and the shipping label;
- Clear photos showing the damaged product(s) inside the package.
* Please note that damage to the outer shipping box or product packaging alone does not qualify for a refund or exchange if the product itself is intact and undamaged.
2. For Incorrect or Missing Items
- A clear photo of the shipping box with the shipping label visible;
- A clear photo showing all products received inside the package.
*Please retain all products and original packaging until our investigation is complete. We may request additional photos or information if necessary to verify the claim.
Claims submitted without the required evidence may not be eligible for a refund, exchange, or reshipment.
Customs-Related Returns
Customers are responsible for customs duties, import taxes, VAT, brokerage fees, customs clearance requirements, and other charges associated with international delivery, as further described in our Shipping Policy.
If a package is delayed, refused, returned, abandoned, or disposed of because the customer fails or refuses to pay applicable charges or complete required customs procedures, the order is not eligible for a refund, reshipment, or other compensation.
TIRTIR cannot reimburse customs duties, taxes, brokerage fees, or other charges paid directly to customs authorities, shipping carriers, or other third parties.
Free Gifts & Promotional Items
Free gifts are available for orders that meet a minimum order amount in USD, calculated after discounts but before shipping fees, taxes, or additional charges. If an extra discount is applied at checkout and your order total drops below the required amount, the free gift may be automatically removed. Please note this change might not be immediately visible on the checkout page or in your order confirmation. We’re unable to offer reships or refunds for changes in free gift eligibility due to discounts. However, if your order qualifies for a free gift but it’s missing due to a packaging error, we will issue a coupon for your next order as a token of our appreciation for your understanding.
Price Adjustments During Promotions
At TIRTIR, we occasionally offer promotions or sales that may affect the pricing of our products. We appreciate your understanding that the price of an order placed before a promotion cannot be adjusted or compensated based on the promotion.
Lost Packages
While we do our best to ensure your order arrives safely, TIRTIR is not responsible for lost packages. If your package is lost, please file a claim directly with the delivery service company. Should the delivery service company acknowledge a delivery mistake, compensation may be offered by the delivery service. Please provide clear evidence and ensure the delivery service company recognizes the error. We kindly ask that all claims regarding delivery status be accurate, as false claims may result in further action.
Delivered but Not Received
If the shipping carrier's tracking information confirms that the package was successfully delivered to the address provided with the order, the order will generally be considered delivered. If you cannot locate a package marked as delivered, please first check with household members, neighbors, building management, reception desks, mailrooms, parcel lockers, and the applicable shipping carrier.
If the carrier provides valid Proof of Delivery (POD) confirming that the package was correctly delivered to the provided shipping address and no carrier error is identified, TIRTIR is unable to provide a refund or reshipment.
Stolen Packages
Once a package has been correctly delivered to the shipping address provided with the order, TIRTIR is not responsible for theft, loss, or disappearance occurring after delivery.
Claims involving packages stolen after confirmed delivery are not eligible for a refund or reshipment unless otherwise required by applicable law.
Statutory Consumer Rights
Nothing in this Refund Policy limits, excludes, or replaces any mandatory rights or remedies available to consumers under the laws of their country of residence, including any statutory right of withdrawal or cancellation for distance sales, any statutory warranty or conformity rights for defective, damaged, or misdescribed products, and any mandatory rules regarding the refund of standard delivery charges.
If any provision of this Policy conflicts with mandatory consumer protection law applicable in your country of residence, that law prevails to the extent of the conflict, and the remaining provisions continue to apply.