Refund policy

Overview

We want you to be satisfied with your purchase. This policy outlines our returns and refunds process for UK, EU, and international customers. Please read it carefully before placing an order.

Returns Eligibility

  • Returns are accepted within 14 days of delivery.

  • Items must be unused, in original condition, and returned in original packaging.

  • Proof of purchase is required.

We reserve the right to refuse returns where items show signs of use, damage, modification, or misuse.

Non-Returnable Items

Unless faulty, the following items are non-returnable:

  • Customised or bespoke products

  • Items damaged due to misuse or incorrect installation

  • Digital products or downloads (if applicable)

This does not affect your statutory consumer rights.

UK Returns

Change of Mind

  • Customers are responsible for return shipping costs.

  • Original shipping charges are non-refundable.

  • Refunds are issued once the item has been received and inspected.

Faulty or Incorrect Items

  • Please notify us within 7 days of delivery.

  • We will offer a replacement or refund, including reasonable return postage where applicable.

EU & International Returns

Change of Mind

  • Customers are responsible for:

    • Return shipping costs

    • Any customs duties, import taxes, VAT, or courier fees incurred on return

  • Original shipping charges are non-refundable.

  • Refunds are issued once the item has been received and inspected.

Customs Documentation

Returned items must be clearly marked as “Returned Goods” on all customs documentation.
Failure to do so may result in additional charges, which may be deducted from any refund.

Faulty or Incorrect Items (EU & International)

If your item arrives faulty or incorrect:

  • Contact us within 7 days of delivery

  • Provide your order number and, where possible, photographs

  • We will advise on the next steps, including replacement or refund

Refused Deliveries & Unpaid Import Charges

If an international order is refused, returned, or deemed undeliverable due to unpaid customs duties, import taxes, VAT, or courier handling fees (DDU / DAP shipments), the following will apply:

  • The customer will be responsible for:

    • Any return shipping costs

    • Any customs, import, or carrier charges incurred as a result of the refusal

  • A handling and administration fee of 5% of the order value will be deducted from any refund to cover costs associated with customs processing, return handling, inspection, and restocking.

  • Any bank charges, payment processing fees, or currency conversion fees incurred in processing the original payment and any refund may also be deducted where applicable.

If the total costs incurred (including return shipping, handling fees, and bank/processing fees) exceed the value of the order, no refund will be due.

Returned shipments may take additional time to reach us due to customs clearance procedures.

Refunds

  • Refunds are issued to the original payment method only.

  • Once approved, refunds are typically processed within 5–10 business days.

  • Import VAT, customs duties, courier handling fees, and other third-party charges paid at delivery are non-refundable.

How to Start a Return

To request a return, please contact us before sending any items back:

Email: info@tacteg.co.uk

Please include:

  • Order number

  • Reason for return

  • Photos (if the item is faulty)

Returns sent without prior authorisation may not be accepted.

Questions

If you have any questions about returns, refunds, shipping, or customs charges, please contact us before placing your order — we’re always happy to help.