Return/Refund Policy
Refund Policy
At Tana, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a straightforward refund process in accordance with your rights under European consumer law.
Your Right to Withdrawal (Cooling-off Period):
As a consumer in the European Union, you have the right to withdraw from your purchase contract within 14 days without giving any reason. This period starts from the day you (or a third party designated by you, other than the carrier) receive the goods.
How to Exercise Your Right to Withdrawal:
To exercise your right to withdrawal, you must inform us of your decision to withdraw from this contract by a clear statement (e.g., a letter sent by post, fax, or email). You can use the model withdrawal form provided below, but it is not obligatory.
Model Withdrawal Form:
To: [Your Shop Name]
[Your Business Address]
[Your Email Address]
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
Ordered on (*)/received on (*): ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________
(*) Delete as appropriate.
You can also electronically fill in and submit the model withdrawal form or any other clear statement on our website via the contact box.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of Withdrawal:
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
Returning the Goods:
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exceptions to the Right of Withdrawal:
The right of withdrawal does not apply to certain types of goods and services, including:
- Goods made to the consumer's specifications or clearly personalized.
Our Voluntary Return Policy (If Applicable):
In addition to your statutory rights under the right of withdrawal, we may also offer a voluntary return policy. Beyond the 14-day withdrawal period, we offer a 3 days return policy for most items, provided they are returned in their original condition and packaging.
Damaged or Defective Goods:
If you receive a product that is damaged or defective, please contact us immediately with details and photos of the issue. We will assess the situation and offer a suitable solution, which may include a refund, replacement, or repair, in accordance with your statutory rights.
How to Request a Refund for Damaged or Defective Goods:
Please contact our customer service team at within 14 days days of receiving the damaged or defective item. Provide your order number, a description of the issue, and clear photos as evidence. We will guide you through the return process.
Refund Processing Time:
Once we have received the returned goods (or evidence of their return) and verified their condition, we will process your refund within 10 business days. The refund will be credited back to your original payment method, unless otherwise agreed. Please note that it may take additional time for your bank or payment provider to process the refund and for the funds to appear in your account.
Contact Us:
If you have any questions or concerns regarding our refund policy, please do not hesitate to contact us .