Refund policy

Our commitment

We want you to love every piece from Tephra. If something is not quite right, we are here to help.

Right of withdrawal and return period

You have the right to withdraw from your purchase and return all or part of your order within fourteen (14) days from the date of delivery, as confirmed by the shipping tracking information. This right is provided by EU consumer protection law.

Cancellation before dispatch

If an order is cancelled before it has been dispatched, all payments will be refunded in full without any cancellation or return charge.

Return conditions

Returned items must be unworn, unwashed, unused, and in their original condition. All original tags must be attached and items must be returned in their original packaging, properly packed to avoid damage during transport.

Items excluded from return

For hygiene and safety reasons, items that are sealed for health protection and hygiene purposes and have been unsealed after delivery cannot be returned. This includes underwear, lingerie, and swimwear marked with a red sticker.

Monogrammed or customized products are not returnable or exchangeable.

Orders placed through electronic devices inside a TEPHRA store in Greece and paid for at the till may only be returned or exchanged in person at a TEPHRA store in Greece and cannot be returned by mail.

How to initiate a return

To initiate a return, please contact us by phone at 00302110014400 or via the contact form on www.thetephra.com. After contacting us, you will receive instructions for the return. Items should be shipped to Tephra, Voukourestiou 41, Kolonaki, Athens, Greece, or handed to a courier arranged by us, when applicable.

Return shipping costs

If the customer has received the order and exercises the right of withdrawal, the customer is responsible for the direct cost of returning the goods, unless the item received was defective or incorrect.

Following a valid return, we will refund the full purchase price of the returned item or items. If the entire order is returned, we will also refund the cost of our least expensive standard delivery option. Any additional charge resulting from the customer’s choice of a more expensive delivery method is non-refundable.

Refunds

Once we receive and inspect the returned item, we will inform you by email whether your return is approved. Approved refunds are processed within fourteen (14) days from the date we receive the returned goods.

Refunds are made using the same payment method originally used for the purchase. Store credit is issued only if the original payment method is not available or with the customer’s explicit consent. Store credit does not expire and may be used for future purchases.

Please note that the time needed for the refund to appear in your account may vary depending on your bank or payment provider.

Exchanges

We do not offer direct exchanges. If you wish to receive a different size or color, please place a new order and return the original item in accordance with this policy.

Defective or incorrect products

If you receive a defective product or an item that does not conform to your order, please contact us as soon as possible at 00302110014400 or through the contact form on www.thetephra.com, providing your order number, a description of the issue, and photos where possible.

In cases of confirmed defects or incorrect items, we will arrange return collection at no cost to you. Once the product is examined, we will offer a replacement or a full refund, including any delivery charges paid and reasonable return costs, within fourteen (14) days from confirmation.

Legal guarantee

Under EU law, all goods are covered by a two-year legal guarantee for conformity. If a lack of conformity appears within this period, you are entitled to have the goods brought into conformity, receive a price reduction, or obtain a refund, in accordance with applicable law.

In-store returns

Eligible items may also be returned in person at our Athens boutique located at Voukourestiou 41, Kolonaki, Athens, Greece.

Legal rights

This return and refund policy does not affect your statutory rights under Greek law or European Union consumer protection legislation.