Refund policy

Our commitment to you

We want you to be completely satisfied with your purchase. If for any reason an item isn't right for you, our Returns & Refunds policy explains how to send it back, what conditions apply, and how your refund will be processed.

Return window

You may return your order within the period shown at checkout, calculated from the date of delivery. No reason is required — you are entitled to change your mind and return the goods within this window. For full details of your statutory withdrawal right, including how and when it applies, please see our Right of Withdrawal terms.

How to return an item

Returning an order is straightforward. Simply follow the steps below:

  1. Email us at contact@taandem.shop with your order number and the item(s) you wish to return.
  2. We will send you a return label within one business day of receiving your request.
  3. Repack the goods securely, ideally in their original packaging, and attach the return label to the parcel.
  4. Drop the parcel off at your local postal office to send it back to us.

Once your parcel is on its way, please keep your proof of postage until your return has been confirmed and your refund processed.

Conditions for returns

To be eligible for a return, please make sure that:

  • The goods are complete and returned in their original packaging.
  • Labels and protective films remain attached and undamaged.
  • Hygiene items and sealed products have not had their seal opened, as these are excluded from returns once opened.

Items that do not meet these conditions may not be eligible for a refund, or a partial refund may apply.

Refunds

Once we have received and inspected your returned item, we will process your refund. The purchase price, in EUR, will be refunded within a few business days to your original payment method. You will receive a confirmation once the refund has been issued; please note that it may take your bank or payment provider some additional time to display the funds in your account.

Return shipping costs

Return shipping costs will be confirmed with you at the time you request your return.

Questions?

If you have any questions about a return or refund, our team is happy to help. You can reach us by email at contact@taandem.shop or by phone at +34669842926.

Right of Withdrawal

If you are a consumer, you have the right to withdraw from this contract within 14 days without giving any reason. This right is separate from, and in addition to, any statutory guarantee or warranty rights you may have.

Withdrawal period

The withdrawal period is 14 days from the day on which you, or a third party other than the carrier and indicated by you, acquires physical possession of the goods.

If your order consists of multiple goods delivered separately, or of a good consisting of multiple lots or pieces delivered separately, the withdrawal period expires 14 days from the day on which you, or a third party other than the carrier and indicated by you, acquires physical possession of the last good, lot, or piece.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

How to exercise your right of withdrawal

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear and unequivocal statement, for example a letter sent by post or an email, using the contact details below:

tandem
C. Lepanto, 21
03503 Benidorm, Spain
Phone: +34669842926
Email: contact@taandem.shop

You may, if you wish, use the model withdrawal form set out below, although it is not obligatory to do so.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: tandem, C. Lepanto, 21, 03503 Benidorm, Spain — Email: contact@taandem.shop
I/We* hereby give notice that I/We* withdraw from my/our* contract of sale of the following goods:
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)

Effects of Withdrawal

Refunds

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 any supplementary costs arising 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 of 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, in EUR, 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 until 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.