Return & Refund Policy

Last updated: June 1, 2026

We want you to love your Tanscend products. If something isn't right, we're here to help.

Return Window

You have 30 days from the date of delivery to request a return. After 30 days, we are unable to accept returns or issue refunds.

Eligibility

To be eligible for a return, items must be:

• Unopened and unused — in their original, sealed condition
• In original packaging — undamaged and as received

As our products are cosmetics and personal care items, we are unable to accept returns on any product that has been opened or used, for hygiene and safety reasons. This applies regardless of how much of the product has been used.

Items that are not eligible for return:

• Opened or unsealed products
• Products that have been used or partially used
• Products not in their original packaging
• Items returned outside of the 30-day window

How to Initiate a Return

To start a return, contact us at sales@tanscend.co.uk with your order number and reason for return. We will review your request and respond within 2 business days with next steps.

Please do not send items back without first contacting us — unrequested returns cannot be processed.

Return Postage

Change of mind returns: Return postage costs are the responsibility of the customer. We recommend using a tracked service, as we cannot be held responsible for items lost in transit on their way back to us.

Faulty or damaged items: If your order arrived damaged, defective, or incorrect, we will cover the cost of return postage in full. Please contact us at sales@tanscend.co.uk with your order number and a photo of the issue so we can resolve this for you as quickly as possible.

Refunds

Once we receive and inspect your return, we will notify you of the outcome. If your return is approved, you can choose to receive either:

• A full refund to your original payment method, or
• Store credit to use on a future order

Refunds are processed within 5 business days of us receiving your return. Please allow additional time for your bank or payment provider to process the refund — this typically takes 3–5 business days depending on your provider.

Faulty or Damaged Items

Under the UK Consumer Rights Act 2015, you have the right to a full refund if your item is faulty, damaged, or not as described, and you report this within 30 days of delivery. In this case, we will arrange return postage at no cost to you and issue a full refund or send a replacement — whichever you prefer.

If a fault develops after 30 days but within 6 months of purchase, please contact us and we will assess the issue.

Exchanges

We do not offer direct exchanges. If you would like a different product, please return your eligible item for a refund or store credit and place a new order.

Contact

For any questions about returns or refunds, contact us at sales@tanscend.co.uk or write to us at 27 Old Gloucester Street, London, WC1N 3AX, GB.