Return and Exchange Policy
Disclaimer
When we refer to "Trésor Vintage", "we", "us" or "our", website (our “site”) we mean Trésor Vintage Limited. Where we refer to "you" or "your" we mean you, the person using the Services.
Returns and Refunds
The Consumer Rights Act, later replaced by Sales of Goods Act October 2015 gives consumers the statutory right to return or request a refund of faulty products. We are not responsible for any original manufacturer faults. We will provide an accurate description and disclose any and all faults, flaws or signs of use with the item(s) to you before shipping. Nevertheless, we could arrange repairment upon request for additional costs, and the repairment will be with a third party, not with the original manufacturer.
Trésor Vintage proceeds to shipping only when customers acknowledge and agree with the condition check email.
Once you received your order, please check the item. If you found any damage (e.g. unexpected scratches, discolouration, or any other damage different from the condition report) or missing accessories, please take the evidence in photos or videos form. Send these evidences to our customer service team via email: customerservice@tresor-vintage.com and title your email with your full name and order number. Our team will start an investigation based on the information you provided. You shall receive our investigation result within 5 business days. However, this based on the specific situation it might take longer to investigate.
(Please note that once your received your order, you have 48 hours to claim the damage. Trésor Vintage reserves the right not to accept the claim after 48 hours you received your order.)
If you are not entirely satisfied with your purchase, you could return your purchase under the following circumstances.
Returns should be requested within 14 days you received your order. You need to file a return via email our customer service team (customerservice@tresor-vintage.com), and title the email with your full name and order number. All items must be returned in the same condition, with (1)all original and *Trésor Vintage packaging, (2)protective materials in place, (3)Trésor Vintage tags attached to them in its original position, (4)any accessories and (5)authenticity cards (from original manufacturer).
Trésor Vintage reserves the right not to accept any return if the product shows signs of wear or has been used or altered from the mutual agreed condition. The return should be exactly the same as we shipped to you.
For example, Trésor Vintage reserves the right to refuse any return or exchange in the following circumstances:
- The product(s) have been used, damaged or altered
- The Trésor Vintage secure tags are not attached to the product(s), have obvious removed and reattached evidence or have not be returned.
- The customer has not returned any packaging which considered as integral product(s), such as dust bags.
If these circumstances happened, Trésor Vintage will inform you for the rejection of return or exchange, you will have the product(s) delivery back at your own expenses.
After you filed your return request, your item(s) should be sent back to us within 28 days of receiving your order. Trésor Vintage reserves the right not to accept any return if it is outside this timeframe.
We are responsible for paying any shipping costs incurred whilst returning an item. We will email you a return and exchange instruction with return labels after you filed a return and exchange request.
Once we receive your item(s), you will be notified via email whilst your returned item(s) are re-authenticated.
If your return is approved, we will notify you immediately via email and initiate a refund to original method of payment (excluding the delivery cost). Your refund can take up to 7 working days to appear in your account, depending on your card issuer’s policies. Working days refer to Monday to Friday, excluding public holidays.
To arrange a gift return, please email us at customerservice@tresor-vintage.com for further assistance.
Late Returns
After you filed your return request, your item(s) should be sent back to us within 28 days of receiving your order. Trésor Vintage reserves the right not to accept any return if it is outside this timeframe.
Exchange
Exchange procedure is the same as return procedure, instead of having a refund, you could exchange for anything that is the same or higher value. Our customer service team would assist in the payment method if you would like to exchange for a higher value item(s).
Cancellation
We are unable to cancel any orders which have already been dispatched, due to high volumes of emails and phone calls at times we might be delayed in getting back to you. If you do wish to cancel your order before shipping, please WhatsApp +44 7564 032150 or email us at customerservice@tresor-vintage.com with the subject heading ORDER CANCELLATION and the order number as soon as possible after ordering.
In the event your order is has already been dispatched please follow the return instructions detailed above.
Exceptions
No exchanges and returns for special orders.
Remarks:
* Trésor Vintage packaging includes: product box, dust bag, product tag, stuffing.
* Return or exchange for bags: All the items comes with the bag(s) such as original authenticity card, dust bags, Trésor Vintage tags and other accessories comes with the bag (straps, mirror and other attachments) must be included with your return or exchange. Please pay extra attention to light coloured leather products if you still considering wether you want to keep them or return. Please note that darker clothing (especially jeans) can transfer dye to light coloured bags easily. If this happened, Trésor Vintage can not return or exchange for you.
* Return or exchange for jewellery: All the items come with the jewellery such at ear stud(s), dust bags, Trésor Vintage tags and other accessories comes with the jewellery (such like hardwares) must be included with your return or exchange. Please be careful to the jewellery pieces when you try it, gently pick it because some pieces are considered fragile.