Refund policy

We value your satisfaction and strive to provide the best shopping experience with Tellur. Please review our policy regarding returns, exchanges, and refunds.

1. Return Eligibility ✅

1.1. You may return a product within 14 calendar days from the date of delivery, in compliance with Romanian consumer protection laws.

1.2. To qualify for a return:

  • The product must be unused, in its original condition, and in the original packaging.
  • All accessories, manuals, and tags must be included.
  • Proof of purchase (e.g., order confirmation email or receipt) is required.

📌 If you wish to return a product without any defect or non-conformity issue (e.g., you changed your mind), you have the right to do so within 14 days from delivery. Return shipping is free for all eligible returns.

2. Non-Returnable Items 🚫

The following items cannot be returned:

  • Used or worn products.
  • Digital products or downloadable software.
  • Gift cards.

🚫 Final sale items cannot be returned.

3. Return Process 🔄

🔹 Step 1: Contact Us

🔹 Step 2: Approval

  • Once your return is approved, you will receive instructions for shipping the product back to us.

🔹 Step 3: Ship the Item

  • Send the product to the return address provided using a trackable shipping method.
  • 🚚 Return shipping is free for all eligible returns.

4. Refunds 💳

4.1. Refunds will be processed within 14 calendar days after we receive and inspect the returned product.

4.2. Refunds will be issued to the original payment method used for the purchase.

5. Exchanges ♻️

✅ Exchanges are only allowed for defective or damaged items within 14 days of delivery.

📩 To request an exchange, contact us at office@tellur.com.

⚠️ If you receive a defective product after the return period has expired, please refer to our Service & WarrantyPolicy.

6. Damaged or Defective Items 🛠️

If your product arrives damaged or defective:

  • 📩 Notify us within 48 hours of delivery at office@tellur.com.
  • 📸 Provide a photo of the damaged or defective item.
  • 🚚 We will cover the return shipping cost and provide a replacement or full refund.

7. Late or Missing Refunds ⏳

✅ Step 1: Check your bank account.
✅ Step 2: Contact your credit card provider or bank, as processing times may vary.
✅ Step 3: If you still have concerns, email us at office@tellur.com.

8. Personal Data Processing 🔐

Refund requests involve processing personal data (e.g., order details, banking information). See our GDPR PrivacyPolicy for details on how we protect your data.

📩 Contact Information

For any questions or concerns regarding our Return and Refund Policy, please contact us:

📧 Email: office@tellur.com
📞 Phone: +40.21.233.09.95