Returns & Refund Policy

1. Overview

This Returns & Refund Policy applies to purchases made from TAVROS at tavros.uk.

TAVROS is a trading name operated by Wojciech Pasierb, a sole trader in the United Kingdom.

Business address: TAVROS, 58 Peregrine Road, Ilford, IG6 3SZ, United Kingdom.

Email: hello@tavros.uk

This policy includes TAVROS's voluntary 30-day returns offer and explains your statutory rights. Nothing in this policy limits rights you have under applicable UK consumer law.

2. Statutory right to cancel an online order

For most non-faulty goods bought online, UK consumers have a statutory right to cancel without giving a reason.

You normally have 14 days from the day after you receive the goods to tell us that you wish to cancel. After notifying us, you normally have a further 14 days to send the goods back.

You may notify us by emailing hello@tavros.uk or by another clear statement that identifies the order and your decision to cancel. A model cancellation form is included at the end of this policy, but you do not have to use it.

Where the statutory cancellation right applies, any refund will be handled in accordance with applicable law, including the rules on standard outbound delivery costs, return costs, refund timing and any lawful deduction for diminished value caused by handling beyond what would reasonably be permitted in a shop.

3. TAVROS 30-Day Returns

In addition to your statutory rights, TAVROS offers a voluntary 30-day returns period.

For this voluntary policy, you should contact us and return the item within 30 days of receiving it.

The voluntary 30-day period does not replace or reduce your statutory rights. Where your legal rights are more favourable, your legal rights take priority.

4. Condition of items returned under our voluntary policy

You may try a garment on at home in the same way you reasonably would in a shop.

For a voluntary return beyond your statutory cancellation rights, the garment should normally be returned in a condition suitable for resale as new. In particular, it should be:

• unworn other than reasonable trying-on;
• unwashed;
• clean and free from stains, marks or damage;
• free from strong perfume, deodorant, smoke, makeup or other contamination that prevents resale as new; and
• returned with the original garment tags attached where applicable.

The original TAVROS product/shipping bag is welcome but is not required. You do not need to return the thank-you card or complimentary stickers.

Every returned garment is physically inspected before it is returned to stock.

If a garment has been handled beyond what is reasonably necessary to inspect or try it on, any effect on a statutory refund will be assessed only to the extent permitted by law. We do not apply an automatic blanket "no refund" rule simply because an item is not in perfect resale condition.

5. How to start a return

Email hello@tavros.uk with your order number and the item you wish to return. Please tell us whether you want a refund or, where applicable, a size exchange.

We will provide return instructions. For standard non-faulty returns, our planned return process uses a Royal Mail return-label link where available. The return-postage price will be shown before the label is generated or purchased.

Please keep your proof of postage until your return has been completed. Do not send a return to a different address unless TAVROS has instructed you to do so.

6. Return postage costs

For a normal non-faulty return because you changed your mind, chose the wrong size or no longer want the item, you are responsible for the direct cost of returning the item, except where applicable law requires otherwise.

If you use a TAVROS-provided paid Royal Mail return-label link for a standard return, you will be shown the applicable postage charge before purchasing or generating the label.

TAVROS pays the agreed return and replacement postage for an eligible First Size Exchange - FREE.

TAVROS also pays the reasonable return/correction costs where we supplied the wrong item, the item is faulty, or we are otherwise legally responsible for the return.

7. Refunds for statutory cancellations

Where you exercise a statutory right to cancel, we will refund the amounts required by law.

This normally includes the price paid for the returned goods and, where the whole qualifying order is cancelled, the cost of our least expensive standard outbound delivery option. If you chose a more expensive delivery method, we do not have to refund the additional amount above the standard delivery cost.

We may withhold a statutory cancellation refund until we receive the goods back or you provide evidence that you have sent them back, whichever occurs first, where the law permits us to do so.

Any statutory refund will be made without undue delay and within the legal time limit, normally no later than 14 days after the relevant return/evidence point described above.

Refunds are normally made using the same payment method used for the original transaction, unless you expressly agree otherwise or the payment provider requires another lawful process.

8. Refunds under the voluntary 30-day policy

For returns that fall outside the statutory cancellation period but qualify under the TAVROS voluntary 30-day policy, we normally issue the refund after the returned garment has been received and inspected.

We aim to process an approved voluntary return promptly and normally within 14 days after receipt and inspection.

For voluntary change-of-mind returns outside the statutory cancellation period, original outbound delivery charges are not normally refunded unless TAVROS agrees otherwise or the law requires it.

The time taken for a refund to appear after we issue it may depend on your bank or payment provider.

9. First Size Exchange - FREE

Eligible purchases include one free first size exchange.

TAVROS covers both the agreed return cost and the cost of sending the replacement size for the first qualifying size exchange.

A size change requested before dispatch does not use your First Size Exchange - FREE benefit.

If TAVROS sent the wrong size or wrong item, correcting our mistake does not use your free size exchange.

Sale items and items purchased using an eligible discount code remain eligible for the First Size Exchange - FREE unless lawful promotion-specific terms clearly state otherwise.

The replacement size is subject to stock availability. If the requested size is unavailable, we will contact you to agree an appropriate option, such as waiting for restock where practical or proceeding with a return/refund where applicable.

10. Faulty, incorrect, damaged or missing items

Your rights for faulty or misdescribed goods are separate from our voluntary returns policy.

Under UK consumer law, goods must be of satisfactory quality, fit for purpose where applicable and as described. Depending on the circumstances, statutory remedies can include the short-term right to reject, repair, replacement, price reduction or refund.

If an item is faulty, the wrong item was sent, it was damaged in transit, or something is missing from the parcel because of a TAVROS error, email hello@tavros.uk as soon as reasonably possible. Photos may help us resolve the issue quickly but will not be used to unfairly deny a valid claim.

Where TAVROS is responsible, you will not be required to pay the return or replacement delivery costs needed to put the problem right.

If a parcel itself is lost or damaged in transit, TAVROS will deal with Royal Mail where appropriate rather than requiring you to pursue the carrier for a problem that TAVROS is responsible for resolving.

11. Exchanges other than the first free size exchange

The First Size Exchange - FREE applies to the first qualifying size exchange only.

For any additional exchange request, contact hello@tavros.uk. Depending on the circumstances, we may handle it as a return and a new order, and additional postage may apply. We will explain any cost before proceeding.

We do not substitute a different design, colour or size without your agreement.

12. Sale and discounted items

Sale items and products purchased with a discount code are not automatically "final sale".

They remain subject to statutory consumer rights and, unless clearly stated otherwise in lawful promotion-specific terms, the TAVROS voluntary 30-day returns policy and First Size Exchange - FREE.

If a product is reduced in price after you bought it, the later price reduction does not normally entitle you to a refund of the difference.

13. Gifts

A gift recipient may request a size exchange where we can verify the original TAVROS order.

The First Size Exchange - FREE may be used for a gift if it has not already been used for that purchase.

Any monetary refund is returned to the original payment method used for the order, not to the gift recipient, unless the law or payment provider requires otherwise.

14. Store Credit

Where offered, Store Credit may be accepted voluntarily instead of a monetary refund where legally permitted. We will not force Store Credit where you are legally entitled to money back.

TAVROS Store Credit does not currently expire, may be used partially, and any unused balance remains available on the relevant account.

Where an order was paid partly with Store Credit and partly by another payment method, any refund will normally be returned in the corresponding proportions.

Once Store Credit has been voluntarily accepted instead of a cash refund, it is not normally convertible back to cash unless required by law or agreed by TAVROS.

15. Return abuse and genuine claims

TAVROS may investigate credible evidence of fraud, repeated abusive return behaviour or deliberately false claims. Genuine returns, complaints, statutory claims and legitimate payment disputes are not treated as abuse.

Where there is reliable evidence of serious or repeated fraud or abuse, TAVROS may refuse future orders or restrict an account where lawful. If you believe a decision has been made in error, contact hello@tavros.uk and we will review it.

16. Contact

For returns, exchanges, refunds or complaints, contact:

Email: hello@tavros.uk

Customer service hours: Monday–Friday, 9:00–17:00 UK time.

We aim to respond within 1–2 working days, although this is not a guaranteed response time.

See also delivery information, our terms and conditions and contact page.