REFUND & REPLACEMENT POLICY
Our goal is to guarantee your complete satisfaction, therefor we have implemented a flexible Refund & Replacement Policy for our dear customers.
Section 1 - CHANGES ON ORDERS:
Mistakes happen! Changes on order are possible as far as the order has not yet been approved by our Validation Team. Indeed, once the order has been approved, the order is automatically sent to our fulfillment team, triggering at the same time the preparation and shipping of your order and it is then too late to make any change.
As our Validation Team process the orders on the flow, the time frame between your order was placed and its approbation, depends on the current demand on our website at the time you have placed your order; it may vary from 1 hour to 3 days.
You can see if your order has already been validated on our Tracking Page "Your Order" (enter your Order Number and the email address you have used to place your order).
Therefor, if you made a mistake in your order details or shipping address, we invite you to contact us as soon as possible by sending us an email to support@tinysam.com or using our Customer Service form. In both cases, please provide us your order number and contact details and explain us what changes you want us to make. If the order has not yet been approved by our Validation Team, our Customer Service will apply the requested changes immediately. Otherwise, our Customer Service will do its best to find a solution!
Section 2 - REPLACEMENT POLICY:
Always aiming to guarantee your total satisfaction, we at Tiny Sam commit to replace for free any item that you have received damaged or faulty, or if you have received the wrong item (color, size).
Indeed, we will replace for free any item falling under below criteria if you contact us within 48 hours after receiving your order:
- Items are faulty – damaged/broken or soiled upon arrival.
- We (Tiny Sam) sent the wrong item – size, color.
To request a free replacement for an item that falls under above criteria, please email us a photo to show proof of it within 48 hours after receiving your order.
After 48 hours of receiving the items, buyers can no longer request for item free replacement for any reason.
However, after 48 hours (but in a reasonable time frame), we don’t give up on you, we still invite you to contact our Customer Service, we will try to find together the best solution to your problem.
Section 3 - RETURN & REFUND POLICY:
If you wish to return article(s) and request a refund, we invite you to contact us as soon as possible and no longer than 30 days after receiving your order. Any return/refund request submitted more than 30 days after the delivery date of your order will not be accepted.
To do so, please send us an email to support@tinysam.com or using our Customer Service form. In both cases, please provide us with your order number, your contact details and specify the reason for the return/refund request.
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Case 1 - Order has not yet been approved:
If your order has not yet been approved by our Validation Team, our Customer Service will cancel the order and proceed with the full refund immediately.
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Case 2 - Order has already been approved, handed over to the carrier or delivered:
If the order has already been approved by our Validation Team, you must wait until you receive the package to send it back to us in its new, unopened, original condition. Our Customer Service Team will register your return request and provide you with instructions to return us back the package.
The time frame between your order was placed and its approbation, depends on the current demand on our website and the time you have placed your order; it may vary from 1 hour to 3 days.
You can see if your order has already been validated on our Tracking Page "Your Order" (enter your Order Number and the email address you have used to place your order);
IMPORTANT:
Our teams will inspect the products and/or verify the photo(s) before issuing out any replacement or refund. Tiny Sam reserves the right to refuse any replacement and refund if it does not comply with the terms and conditions from Section 2 and Section 3.
Tiny Sam will not be held liable to any misroute parcels if you provided an incorrect shipping address. Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.