Refund Policy
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At a glance
A refund is approved when a returned item has been received and inspected, a photo-based claim has been accepted, or an eligible cancellation has been confirmed. Requesting a refund does not automatically mean that it has already been approved. Support will explain whether more information or a returned item is needed in your particular situation.
1. What approval means
A refund is approved when a returned item has been received and inspected, a photo-based claim has been accepted, or an eligible cancellation has been confirmed. Requesting a refund does not automatically mean that it has already been approved. Support will explain whether more information or a returned item is needed in your particular situation.
2. The seven-day commitment
An approved refund is issued to the original payment method within 7 calendar days after approval. Keep the approval message and the transaction reference if supplied. This timing is separate from the time needed to send a return parcel and from the initial review of a claim. We do not describe a pending payment connection as a functioning refund system.
3. Original payment method
Refunds go to the payment method that funded the original order. We do not redirect an order refund to an unrelated card, bank account or person. If that account has closed or changed, contact its provider and support so the refund can be traced. Do not send full card numbers or passwords by email.
4. Amounts and partial refunds
A full approved item return refunds the eligible item amount. A partial refund must be explained and agreed to rather than described vaguely. TeePalace charges no restocking fee. If a claim covers only one item in a multi-item order, the other items remain separate. Keep the itemized order details so the amount can be checked against the correct line.
5. If the refund is not visible
Review the statement for the original payment account and check the approval date. Contact support with the order reference, approval message and amount if the stated period has passed. A provider may display a reversal or refund differently from a new incoming payment. Request a trace using the available transaction reference rather than posting private payment information publicly.
6. Returns and cancellations
The return window is 60 days from delivery. Use the returns page to arrange a physical return and the cancellation page for a request before dispatch. Do not send a parcel simply because you want a refund without first receiving instructions. This policy preserves the stated no-restocking-fee rule and does not add undisclosed deductions.
Contact and related guidance
Contact [email protected] with a specific question. Read our contact guidance, returns process and refund policy for the relevant details.
Follow an approved refund
Identify the money question
A refund enquiry concerns money returned for an approved remedy. It is different from asking where a parcel is or choosing another size for an exchange. Start by saying whether you want to request a refund, understand a decision or check an already approved refund. Include the order number and the item involved. This allows the conversation to focus on the correct stage rather than assume that a tracking event, a return label or an exchange request has already created a refund. The requested outcome should be clear even when you are unsure which process applies.
Understand what approval means
A refund is approved when the returned item has been received and inspected, a photo-based claim has been accepted, or an eligible cancellation has been confirmed. Sending a request is an earlier stage. Keep the reply that specifically confirms approval, because it identifies the event from which the seven-calendar-day processing commitment applies. If a reply only asks for evidence or explains return instructions, do not read it as approval. Ask support to clarify the stage if the wording does not tell you which action has actually been completed.
Use the actual approval date
When you check a refund, provide the approval date from the confirmation rather than the date you first contacted the store. The day an item was delivered, the date a return parcel was posted and the date a refund was approved can be different. A clear timeline prevents the processing window being counted from an unrelated event. Do not create an approval date by estimating when a parcel should have arrived. If you have not received an approval confirmation, ask about the request status instead of treating the refund as overdue by assumption.
Distinguish processing from a visible account entry
The store processes approved refunds within 7 calendar days to the original payment method. Your payment provider may display the result through its own pending, completed or adjusted entries. Check the relevant transaction record and any status explanation supplied by that provider. This page does not invent an additional provider timetable or promise a bank posting date we cannot verify. If you cannot identify the entry, tell support what the relevant record shows, with sensitive numbers concealed. A missing display and an unprocessed refund are questions to distinguish using the actual information available.
Keep the original payment reference
Use the original order and payment reference when discussing an approved refund. Do not send a different person’s account details or request that an ordinary order refund be transferred to an unrelated card by email. Our policy returns approved money to the original payment method. If that method is no longer accessible, explain the issue without sharing credentials so the appropriate provider process can be considered. A support message is not a secure substitute for a payment provider’s account controls, and it should not contain passwords or card security codes.
Check the refunded amount carefully
Compare an approved amount with the specific order lines and the explanation supplied for the remedy. A partial return may concern one item while other items remain with you. State which amount you are asking about and why you think it differs from the confirmation. Do not assume that one refund entry represents every product in a multi-item order. If support has approved separate remedies, keep the references together but identify each one clearly. A precise amount question is more useful than a screenshot of an entire statement with unrelated transactions.
Returns and refunds have separate records
Keep the return tracking receipt with the order, but recognize that it describes a physical parcel rather than a payment action. A carrier event marked delivered can help identify receipt at the destination; it does not itself confirm refund approval. The return instructions and the later remedy confirmation serve different purposes. If the parcel has arrived and you have a question about the review, provide both the return reference and the order number. Ask what stage the request has reached instead of presenting the tracking event as proof that money has already been returned.
A cancellation needs its own confirmation
If you requested an order cancellation, keep the specific confirmation of whether it could be cancelled and any approved refund. An email asking for cancellation is not by itself proof that the order stopped or that payment was returned. The available action depends on the actual order stage. When following up, name the order and the reply you received. Do not submit a second purchase merely because you cannot yet identify a refund entry. Clarify the existing order and payment records first so an unresolved request does not become an unnecessary duplicate order.
A damaged item claim may use photographs
Support may review a damaged or incorrect item using photographs and the relevant order facts. Provide a clear full-item view and a close view of the concern where useful. Keep the packaging while the case is considered. A photo-based claim becomes an approved refund only when that remedy has been confirmed, not merely when the images were sent. Explain whether you prefer a refund or an item remedy so the outcome is understood. Do not discard, cut or alter the garment solely because you assume a refund is already guaranteed.
A change of mind remains a valid return reason
You can request a return for any reason within 60 calendar days of delivery, including a selected size or color that does not suit you. Explain that reason honestly. The return-shipping arrangements for a change of mind differ from a store error or damaged item, but the reason does not need to be disguised as a defect. Follow the returns page for the physical process and this page for the approved money stage. There is no restocking fee under the store policy; ask support to explain any amount that appears inconsistent with the specific approved remedy.
An exchange is not a second refund
An exchange provides an available replacement selection under the arrangements confirmed for your request. It should not be treated as an additional refund unless a separate money adjustment is specifically approved. If the requested option has a different price, ask about that difference before relying on the exchange instruction. The order and remedy records should show what was agreed. If you change your preferred outcome from an exchange to a refund, state that clearly and wait for confirmation rather than infer that both remedies will proceed together.
Separate return postage from the item amount
The shipping cost for sending an item back is a practical return question. Free eligible outbound shipping does not automatically make every return label free. Our policy distinguishes customer-paid change-of-mind return shipping from a free return arrangement for a store error or damaged item. Ask about the applicable instruction before purchasing a label. Keep any agreed shipping arrangement separate from the approved product refund so you can understand what each amount represents. We do not publish an invented universal carrier charge or a reimbursement promise beyond the actual policy and case confirmation.
Read a pending entry before acting
A payment account may show a pending authorization, a completed payment or another status related to the original attempt. Those labels are not interchangeable, and a pending entry should not automatically be described as a completed charge. Check the provider’s actual wording and the order record. If you are unsure whether a purchase completed, ask support with the order or transaction reference before repeating checkout. Do not send full account screenshots containing unrelated financial activity. The goal is to identify the relevant payment stage using the smallest useful amount of information.
Explain a duplicate-payment concern
If you believe the same order was charged more than once, identify the entries and their statuses, dates and amounts. Distinguish two completed payments from a completed payment plus a pending authorization if the provider makes that distinction. Include the associated order references where available. Do not assume that two notifications mean two paid orders without checking the records. Support can review the purchase information, while your provider can explain the statuses visible in its account. Avoid additional attempts until you understand what the existing records show.
Keep sensitive financial information private
A refund enquiry should not include your full card number, security code, account password, one-time sign-in code or banking credentials. Conceal unrelated details when supplying an image of a transaction status. The order number, relevant reference, amount and date are usually the useful starting facts. If someone claiming to represent the store asks for credentials to release a refund, verify the communication through the contact route on this site. Do not follow an unfamiliar urgent payment link simply because you have an open return or refund request.
Use one conversation for an ongoing refund
Continue in the existing support conversation where possible so the approval, amount and previous explanation stay together. Add a new provider status or a correction to your facts clearly with its date. Starting several messages without the same reference can split information that should be reviewed as one request. You do not need to repeat a private attachment in every reply. If another person is helping you, explain the relationship without forwarding account credentials. A connected timeline makes it easier to see what was approved and what question still remains.
Ask about a discrepancy with concrete evidence
If the amount or method shown differs from the approved confirmation, quote the relevant part of the confirmation and describe the actual entry you see. Include the amount, date and status, keeping sensitive numbers hidden. A general statement that the refund is wrong does not identify the difference. Likewise, avoid guessing which party caused it before the records have been reviewed. A precise discrepancy lets the conversation address the real issue rather than repeat the entire returns process when the question concerns a particular payment entry.
Know what the store has not yet verified
Payment setup is deferred for this storefront until an actual gateway is connected and verified. The catalog and cart do not by themselves establish that a payment method is available or that a paid order exists. This refund policy describes the process for approved remedies; it is not evidence that a specific payment connection, test transaction or bank transfer has been completed. Do not send payment details through a support email as an alternative checkout. Ask about availability if the site shows no payment method, and keep any actual order confirmation separate from a cart selection.
Raise an unresolved concern with the next missing fact
If you have followed the relevant process and still cannot identify what happened, explain the stage you reached and the fact you need confirmed. You might need the approval date, the approved amount, the processing status or the relationship between an order and a provider entry. Support should be able to discuss the records relevant to the request without requiring unrelated personal information. This page describes the store process and does not ask you to surrender rights that apply to your purchase. Keep factual records and use the legitimate contact route for the unresolved question.
Contact TeePalace or read returns and exchanges, order changes and payment availability.
Approved refunds are issued to the original payment method within 7 calendar days after approval. Payment-provider posting may take longer; this issuance commitment is not a guarantee that a bank or provider account will display the credit within the same period.