Refund policy
Request Period You have 14 days from the receipt of your order to contact us in case of an issue, regardless of your country.
How to Initiate a Request Write to us at contact@tinaiah.com with:
- Your order number
- A description of the issue
- Photos if the item is defective or not as described
We will respond within 2 to 3 business days.
Eligible Cases
- Defective or damaged item upon receipt
- Item not matching the product description
- Lost or undelivered package
- Right of withdrawal (EU customers only — see below)
Non-Eligible Cases
- Change of mind (except EU customers — see below)
- Item already used or damaged by the customer
- Request made more than 14 days after receipt
- Unsealed hygiene items or personalized products
Processing Requests Each request is reviewed individually. For eligible requests, we offer:
- A full refund to the original payment method, processed within 5 to 10 business days
- A replacement of the item
No physical return is required. Photos are sufficient in most cases.
Initial shipping costs are refunded only in cases of defective or non-conforming items.
Right of Withdrawal — European Union Customers In accordance with European Directive 2011/83/EU, customers residing in the European Union have 14 calendar days from receipt of their order to exercise their right of withdrawal, without having to justify their decision.
To exercise this right:
- Contact us at contact@tinaiah.com before the deadline expires
- Return shipping costs are the customer's responsibility
- The refund will be processed within 14 days of receiving your request, to the original payment method
⚠️ The right of withdrawal for change of mind applies only to European Union customers. Customers in Canada and the United States do not benefit from this right.
Note on Delivery Times Our products are shipped from various international suppliers. Delivery times may vary between 7 and 20 business days depending on your region and supplier. A package is considered lost after 30 days without receipt.