Returns

We guarantee that you will enjoy the highest quality of our TIANA Fair Trade Organic products.

If you are not satisfied with any product that you have bought, you can return the product unopened, undamaged and in its original packaging for a refund or replacement.

If you wish to cancel your order before we have dispatched your products you can notify us by e-mail, however, if your order has already shipped and you feel that it is necessary to return the products we guarantee you a refund or a replacement.

Cancellations

Please note that your cancellation can only be accepted prior to dispatch. In order to cancel order after your order has been dispatched you will need to follow our Returns Procedure.

In accordance with EU distance-selling regulations (2000) you have the right to cancel your order. In order to cancel an order, you should inform us any time up to seven days of receipt of the order by emailing enquiry@tiana.eu quoting your order number and we will advise the return address and procedure. The fully intact products unopened, unused and with the seals intact in their original undamaged packaging must be returned to us within 7 days of receipt.

In accordance with EU law, the cost of both original and return postage and packing shall be borne by the customer and deducted from any refund. Refunds will be paid within 30 days of receiving the written notice of cancellation. Your statutory rights are not affected.

Returns Procedure

Our Guarantee is for 100% Satisfaction and we make every effort to ensure that products arrive in perfect condition. Please note that any items that are damaged in transit will be eligible for a replacement or refund.

On receipt of your order please report the problem by sending us your e-mail quoting your contact details and order number. Once your e-mail is received, we will request you to send back to us these product(s) for replacement or refund.

We will provide you with a Returns Authorisation Number. We cannot accept any return without a Returns Authorisation Number. We will only offer a refund or replacement as long as the product(s) are unused and unopened. They should be sent back to us within 7 days in their original packaging, however if you no longer have the original packaging, it is therefore important that you take great care in packing all of the damaged item(s) to make sure that the items are well protected.

For health and safety reasons, we will not be able to accept returns or refunds on any items that have been used, opened and had their security seal broken.

Please note should any item returned to us have a broken seal or is used you will be ineligible for a refund.

Please make sure that you have proof of postage when sending the products back as we are not responsible for return postage or liable for lost parcel.

Lost or stolen returned items

We are not responsible for lost or stolen packages. We recommend that you keep proper Proof of Delivery.

Refund of Payment

When all of the returned items are confirmed as being in the correct condition then we will gladly process your refund.

Please note that we will only be able to refund the cost of items returned. We will not be able to refund any postage paid at the time of ordering or any postage costs incurred in returning the items. If your order was processed for the UK Free Delivery we reserve the right to deduct the original postage cost to us from your final refund.

Debit / Credit Card Payments

The refund will only be applied to the card originally used for the amount of the products returned. Refunds cannot be processed to any alternate cards and no cheque payments will be made for items paid for by cards.

Replacement of Products

If you have requested a replacement for an unwanted or damaged product the replacement will be sent after we have received the return of the original product. We are unable to send out the replacement until we have received the original item(s).