Refund policy
EU Right of Withdrawal
If you are located in the European Union, you have the right to cancel or return your order within 30 days of receiving the last item in your order, without giving any reason. This right is in addition to our standard 30-day return policy.
How to exercise your right of withdrawal
To exercise your right to cancel, contact us before the 30-day period has expired at sales@tylerandtyler.co.uk. You may use any clear statement expressing your decision to cancel. We will acknowledge receipt of your cancellation by email.
Cancellations before dispatch
If your order has not yet been fulfilled, you may cancel it at any time by contacting us at sales@tylerandtyler.co.uk or through your account order page.
Return window
The 30-day return window begins from the date you, or a third party nominated by you, receive the last item of your order.
Exceptions
The right of withdrawal does not apply to personalised or custom-made products (such as engraved or bespoke items), as these are exempt under EU consumer law.
Refunds
If you exercise your right of withdrawal, we will refund the full purchase price including standard delivery costs within 14 days of receiving your returned items, provided they are returned in their original condition.
UK Returns and Rest of the World - outside the EU.
If you wish to return goods purchased from www.tylerandtyler.co.uk / www.tyler-and-tyler.com we will happily refund or exchange any product within 30 days from the date of receipt.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Please note we cannot offer refunds or exchanges on personalised products.
Along with your order you will also receive a returns label and returns form. The form needs to be completed and returned with the goods.
Returns Address:
Tyler & Tyler
The Shaw Munster Group
Winster Grove
Great Barr
Birmingham
B44 9EG
Take your goods to any Post Office and return them by 2nd Class Royal Mail Recorded Delivery. Providing goods are returned to us using this method the postage cost will be refunded. If you use an alternative delivery method we will not refund the costs.
Returned items must be sent back to us in the same condition as sent, in the original box with all the original paperwork. Items that show signs of wear and tear/damage in any way cannot be accepted for return. Damaged goods due to a customer’s negligence will not be accepted as a return.
If you lose the Return Label to complete your return, we require a receipt or proof of purchase.
You can always contact us for any return question at sales@tylerandtyler.co.uk.
There are certain situations where only partial refunds may be granted at our discretion: (if applicable)
- Any TYLER & TYLER product with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Refunds
Within 5 working days of receipt of the returned item(s) an inspection will be carried out. 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.
Providing our return requirements are met a refund of the full purchase price of the order plus the postage cost of the return will be made. A credit will automatically be applied to your payment card within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your payment 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’ve done all of this and you still have not received your refund yet, please contact us at sales@tylerandtyler.co.uk
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned: custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an sales@tylerandtyler.co.uk and send your item to: THE SHAW MUNSTER GROUP, Winster Grove, Great Barr, Birmingham, B44 9EG, United Kingdom.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
