Return and Refund Policy
Right of Withdrawal
Purchased products can be returned and refunded, provided that you notify us of your intention to return the acquired product(s) within a maximum period of 14 days from the delivery date, and that they comply with the rest of the conditions established in this section.
Only returns that meet the following requirements will be accepted:
The product must be in the same condition in which it was delivered, unused, and must retain its original packaging and seal.
The shipment must be made using the same protective box in which it was received to protect the product.
In the event that it cannot be returned in the original protective box, you must return it in a protective box ensuring that the product arrives at our warehouse with the highest possible guarantees.
A copy of the delivery note must be included inside the package, clearly marking the returned products and the reason for the return.
After examining the item, we will inform you whether you are entitled to a refund of the amounts paid for the purchased article(s).
In the event of exercising the right of withdrawal, the customer shall assume the costs and transportation risks for both delivery and return. The refund will be processed as soon as possible and, in any case, within 30 business days from the date on which you notified us of your intention to withdraw. The refund will be made to the same credit card used to pay for the purchase (for card purchases) or via bank transfer to the account from which the payment was made.
Partial returns and cancellations will result in a partial refund of the total amount paid for the complete order. Shipping, cash-on-delivery, and gift-wrapping fees will not be refunded in the event of a partial return. The refund will be made to the same credit card used for the purchase or via bank transfer for orders paid via cash-on-delivery.
Products that are not in the same condition as when they were received will not be eligible for exchange or return.
Pursuant to Article 103 of the General Law for the Defense of Consumers and Users, the right of withdrawal is excluded in the following cases:
The right of withdrawal shall not apply to purchases concerning:
c) The supply of goods made to the consumer and user’s specifications or clearly personalized.
e) The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and which were unsealed after delivery.
f) The supply of goods which, after delivery, by their nature, have been inseparably mixed with other goods.
Returns of Wrong, Defective, or Damaged Products
In the event of wrong or defective products, we will proceed, as appropriate, to the replacement, price reduction, or termination of the contract, arrangements which will be entirely free of charge for the consumer and user.
If you consider that the product does not conform to the Contract at the time of delivery, you must contact us immediately through our contact form, providing the product and order details, as well as the damage it suffers, always accompanied by photographs showing the defects of the product.
Once the notification is received, we will contact you to inform you on how to proceed.
Withdrawal Form
(You should only fill out and send this form if you wish to withdraw from the contract or contracted service).
To the attention of (here you must insert the company name, full address, and, if available, phone number, fax, and email address):
I/We hereby notify you (*) that I/we withdraw (*) from my/our (*) sales contract for the following good/provision of the following service (*):
Ordered on/Requested on (*):
Name and address of the consumer(s) and user(s):
Date and signature of the consumer(s) and user(s):
(*) Delete as appropriate.
Exchange Policy
To request a product exchange, the customer must contact customer service within the days following the receipt of the order. Under no circumstances will cash-on-delivery (collect on delivery) shipments be accepted for returns.
If the product to be exchanged has a higher price than the one previously purchased, the customer must pay the difference in value.
If, on the contrary, the new product has a lower price than the one previously purchased, the difference will not be refunded in cash; instead, it will be issued as a gift voucher to be used on your next purchase.
To manage any type of return or exchange of products purchased on tatianagil.com, the customer must contact our Customer Service department.
The customer must provide the order number, and we will outline the exact steps to follow. Please note that we will not accept exchanges or returns that have not been previously communicated through the indicated channels.
Refund Policy
Returns
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 business days or depending on your banking institution’s processing times.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then, contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please contact us.
Cancellations
The customer or user may cancel their order as long as it has not left our warehouse. In this case, they must contact THE OWNER via email at studio@tatianagil.com or through Customer Service channels, providing their identification data and order reference number. In the event of cancellations, the amounts previously paid by the user or customer will be refunded through the same method used for the initial transaction.
Customer Service
The customer may cancel the order free of charge and without providing any reason by contacting customer service as soon as possible through the following email address: studio@tatianagil.com
If the order has not left our warehouse, we will cancel it without any problem.
If the order is already on its way, we will have to wait to receive it back. Once the receipt is confirmed, the product amount will be refunded minus shipping costs, and the return will be processed using the same payment method used for the purchase.