Politique de remboursement

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.

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
For Greece, return shipping is free only if the item received was incorrect or defective. In all other cases, the customer is responsible for the return shipping cost.
For other EU or EEA countries, the customer is responsible for return shipping costs unless the item is defective or incorrect.
For countries outside the EU, the customer is responsible for return shipping costs. Customs duties, taxes, and import charges are 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.

Online dispute resolution
In accordance with Regulation (EU) No 524/2013, consumers may use the European Union Online Dispute Resolution platform to resolve disputes related to online purchases.

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