Refund policy
Return & Refund Policy
We have a 30-day standard return policy, which means you have 30 calendar days after receiving your item to submit a return request.
To be eligible for a standard return, your item must be in the original received condition, unworn, unused, with all original tags intact, and packaged in its original packaging. You are also required to provide the receipt or valid proof of purchase for verification.
Return Shipping Fee Notice: For all voluntary return and refund requests initiated by customers (excluding product quality issues), the customer shall bear all corresponding return shipping fees independently.
To initiate a return, please contact our customer service team via email: service@tesgogo.com.
Once your return request is reviewed and approved, we will send you a return shipping label along with detailed instructions on how and where to ship your package. Unauthorized returns (items sent back without a prior approved return request) will not be accepted or processed.
For any inquiries or doubts regarding return procedures, you can always reach out to our support team at the above email address.
Damages, Defects and Quality Issues
Please thoroughly inspect your order immediately upon receipt. If you receive defective, damaged, faulty items or incorrect orders, please contact us right away so we can assess the issue and provide a proper solution.
Lifetime Free Replacement Policy for Quality Issues: We offer a lifetime free replacement service for all products with confirmed manufacturing quality defects. Under this policy, we bear the cost of the new replacement product entirely, while the customer is responsible for a fixed return shipping fee of 10 US dollars for the defective item.
Exceptions / Non-Returnable Items
Certain product categories are not eligible for standard returns, including but not limited to: perishable goods (food, flowers, plants and similar items), custom-made and personalized products (special customized orders), personal care products (beauty and skincare items), hazardous materials, flammable liquids and gases.
Additionally, final sale items and gift cards are non-returnable and non-refundable. If you have any questions about the return eligibility of your specific item, please contact our customer service for confirmation.
Exchanges
The most efficient way to complete an exchange is to submit a return request for your original item. Once your return is approved and processed, you can place a new separate order for the item you wish to receive.
European Union 14-Day Cooling-Off Period
Notwithstanding the above 30-day return policy, for all orders shipped to the European Union, you have the statutory right to cancel or return your order within 14 days of receipt, for any reason and without providing justification. The same return eligibility criteria apply: the item must be unused, unwashed, with original tags and original packaging, and accompanied by a valid purchase receipt or proof of purchase.
Refunds
We will notify you promptly after we receive and inspect your returned item, and inform you of the final refund approval result. If your return is approved, the refund will be automatically processed to your original payment method within 10 business days.
Please note that banks or credit card issuers may require additional processing time to post the refund to your account, which is beyond our control. If you do not receive your refund more than 15 business days after our refund approval, please contact our customer service team at service@tesgogo.com for follow-up assistance.