Refund policy
At Tess Adventures, many of our products are made to order or delivered digitally. Because of the nature of these products, our return and refund policy differs from that of a traditional retail store.
Please review this policy before completing your purchase.
Made-to-Order Products
Many physical products sold by Tess Adventures are created specifically after an order is placed.
Because these products are made to order, we generally do not accept returns or exchanges for buyer's remorse, ordering the wrong size, changing your mind, or other preference-based reasons, except where required by applicable law.
Please carefully review product descriptions, measurements, sizing information, colors, and other product details before ordering.
Damaged, Defective, or Incorrect Products
If your order arrives damaged or defective, or you receive an item different from what you ordered, please contact Tess Adventures promptly after receiving it.
Please provide:
- Your name
- Order number
- Description of the issue
- Clear photographs of the product and the problem, when applicable
We will review the issue and, when appropriate, arrange a replacement, refund, or another reasonable resolution.
Please do not discard a damaged or defective item until your request has been reviewed, as additional information or photographs may be needed.
Digital Products
Due to the nature of digital products, digital downloads generally cannot be returned, exchanged, or refunded after the digital content has been delivered or accessed, except where required by applicable law.
Please carefully read the product description before purchasing to make sure the digital product meets your needs.
If you experience a technical problem accessing a digital product you purchased, please contact us so we can assist you.
Personalized or Custom Products
Personalized, customized, and specially made products generally cannot be returned or exchanged unless they arrive damaged, defective, or incorrect.
Please carefully review personalization information before submitting your order.
Cancellations
Because made-to-order products may enter production shortly after an order is placed, cancellations are not guaranteed.
If you need to request a cancellation, contact us as soon as possible. If production has already begun, cancellation may no longer be possible.
Approved Refunds
If a refund is approved, it will generally be issued to the original payment method.
Processing times after a refund is issued vary by bank, credit card company, or payment provider.
Original shipping charges are generally non-refundable unless the refund results from an error with your order or applicable law requires otherwise.
Returns
Do not send an item back without contacting Tess Adventures first.
If a return is authorized, we will provide instructions for the return. Items sent back without prior authorization may not be accepted.
Your Legal Rights
Nothing in this policy is intended to limit rights you may have under applicable consumer-protection laws.
Contact Us
Questions about returns, refunds, damaged products, digital purchases, or order problems can be submitted through the Contact page on the Tess Adventures website.
tess@onetessadventures.com