Refund policy

Last updated: 17 September 2026

This policy covers physical goods sold through the Tingit online store. It does not govern repair, restoration, cleaning or marketplace services, which are subject to separate service terms.

This policy applies to purchases of physical goods made by consumers from the Tingit online store, operated by UAB "Rebel Origin" (trading as Tingit) ("Tingit", "we", "us").

A consumer is a natural person acting mainly outside their trade, business, craft or profession, as determined by applicable law.

This policy explains change-of-mind returns, statutory withdrawal/cancellation rights, and remedies for defective, damaged, incorrect or otherwise non-conforming goods.

Nothing in this policy excludes, restricts or replaces any mandatory consumer right. If mandatory law gives you greater protection, that law prevails.

For voluntary rights, the version of this policy made available when the order was placed applies to that order. We may update this policy for future orders, but an update does not retroactively reduce rights already granted or any mandatory legal rights.

1. GEOGRAPHIC SCOPE

1.1 European Union

Consumers in European Union Member States benefit from the mandatory rights applicable to distance sales, including the statutory right of withdrawal where it applies.

1.2 United Kingdom

UK consumers benefit from the mandatory cancellation rights for distance contracts and the statutory remedies that apply to faulty or non-conforming goods.

1.3 Other European Countries

For consumers in European countries outside the European Union and the United Kingdom, including Switzerland, Tingit offers the voluntary change-of-mind return described in Section 2.3 unless mandatory local law provides broader or different rights.

For EEA countries outside the EU, including Norway, Iceland and Liechtenstein, any corresponding mandatory distance-selling rights under national or EEA law prevail over the voluntary conditions in this policy.

Mandatory local consumer law always prevails where applicable.

2. CHANGE-OF-MIND / WITHDRAWAL PERIOD

2.1 European Union – Statutory Withdrawal

Unless a statutory exception applies, you may withdraw from an eligible online purchase without giving a reason within 14 calendar days.

For a standard sale of goods, the period ends 14 days after the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods.

Where goods from the same order are delivered separately, or in multiple lots or pieces, the start of the period is determined by applicable law.

Where EU rules on the calculation of periods apply and the last day falls on a non-working day, the deadline is extended to the next working day.

2.2 United Kingdom – Statutory Cancellation

Unless an exception applies, you may cancel an eligible distance purchase without giving a reason by notifying us within 14 calendar days after the day you, or a person identified by you other than the carrier, receive the goods.

Where an order is delivered in separate shipments or parts, the statutory calculation rules apply.

2.3 Other European Countries – Voluntary 14-Day Return

Where no mandatory local change-of-mind right applies, Tingit voluntarily allows an eligible product to be returned if you start the return within 14 calendar days after receiving it.

To qualify under this voluntary policy, the product must be:

• unused and unopened;
• with any product or tamper-evident seal intact;
• in its original retail packaging;
• complete with all components; and
• in a condition suitable for resale.

Opening the outer shipping carton does not by itself make a product ineligible.

Reasonable proof of purchase from Tingit is required.

3. HOW TO EXERCISE A WITHDRAWAL OR START A RETURN

You may contact support@tingit.com with a clear statement identifying the order and the product(s) you wish to return or the contract from which you wish to withdraw.

You may also use any return function made available for your order.

For qualifying EU distance contracts concluded through an online interface, you may also use the statutory electronic withdrawal function displayed in the relevant Tingit online interface.

That function is an additional method and does not replace other legally permitted ways of withdrawing.

Where required by law, Tingit will acknowledge an electronically submitted withdrawal on a durable medium without undue delay, including the content and submission date and time.

For EU and UK statutory rights, use of Tingit's return portal, electronic withdrawal function or any statutory model withdrawal/cancellation form made available to you is optional.

Any clear and unequivocal statement is sufficient where permitted by law.

The deadline is met if the communication exercising the statutory right is sent before the relevant period expires.

After notifying us of an EU or UK statutory withdrawal/cancellation, you must send the goods back without undue delay and, where required by law, no later than 14 calendar days after notifying us.

For the voluntary return in Section 2.3, send the goods within the deadline stated in our return instructions, normally no later than 14 calendar days after the instructions are provided.

The return address will be provided through the return process.

Please do not send a return until you have the applicable return instructions.

This does not make a valid statutory withdrawal dependent on Tingit's prior approval.

4. CONDITION OF RETURNED GOODS AND DIMINISHED VALUE

4.1 European Union and United Kingdom

You may handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, comparable to what would reasonably be permitted in a physical shop.

Where possible, return all original packaging, accessories, inserts and other supplied items.

Opening outer packaging alone does not automatically remove a statutory right to return an otherwise eligible product.

If the goods have been handled or used beyond what is reasonably necessary for inspection and this reduces their value, Tingit may make a lawful deduction from the refund to reflect the actual diminished value.

Any deduction will be evidence-based and not punitive.

For liquid, spray, cleaning and care products, spraying, dispensing, applying or consuming the product will normally go beyond what is necessary merely to inspect its nature and characteristics.

Where such use causes a real loss in value, the deduction may be substantial and, where the product has no remaining lawful or commercially reasonable resale value, may equal the product price, but only to the extent that this reflects the actual diminished value and is permitted by applicable law.

4.2 Other European Countries – Voluntary Returns

The stricter eligibility conditions in Section 2.3 apply.

Opened, used, sprayed, dispensed, applied, consumed, incomplete or customer-damaged products are not eligible for a voluntary change-of-mind return unless mandatory local law requires otherwise.

5. EXCEPTIONS AND NON-RETURNABLE ITEMS

Statutory exceptions to withdrawal/cancellation may apply where the legal requirements for the exception are met.

Depending on the product, circumstances and applicable law, these can include:

• goods made to the consumer's specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• sealed goods not suitable for return for health-protection or hygiene reasons where the seal was broken after delivery;
• goods that, after delivery and according to their nature, become inseparably mixed with other items; and
• any other goods lawfully excluded from the statutory right of withdrawal/cancellation.

Tingit does not treat every opened cleaning or care product as automatically excluded from EU or UK statutory withdrawal rights.

A statutory exception applies only if its legal conditions are satisfied.

Where no exception applies, use beyond what is necessary for inspection may instead lead to a lawful diminished-value deduction under Section 4.

For voluntary returns outside the EU and UK, products expressly marked "Final Sale" or non-returnable before purchase, and opened or used cleaning and care products, are not eligible for a change-of-mind return unless mandatory local law requires otherwise.

Sale, promotional and discounted goods retain the same mandatory statutory rights as full-price goods.

A promotional or discounted status alone does not remove rights relating to defective or non-conforming goods.

6. RETURN SHIPPING, CUSTOMS AND RETURN TRANSIT

For a standard change-of-mind return, the direct cost of sending the goods back is your responsibility where permitted by law and where you were informed of that responsibility before purchase.

If Tingit offers a prepaid return label and the return shipping cost is your responsibility, the label cost will be disclosed before you choose it and may be deducted from the refund where permitted by law.

If the product is defective, damaged, incorrect or otherwise non-conforming, Tingit will bear reasonable return shipping costs where required by applicable consumer law.

Please retain proof of postage and tracking information.

Any rights and responsibilities for loss or damage in return transit are determined by applicable law.

Returns sent from the United Kingdom, Switzerland or another non-EU country must follow the customs instructions supplied through the return process.

Where instructed, the parcel should be declared accurately as returned goods.

If incorrect or incomplete customs information provided by the customer causes avoidable duties, taxes, storage charges or other costs, those amounts may be charged to the customer or deducted from a voluntary refund only where permitted by law.

Government duties, import taxes, brokerage charges or similar amounts paid directly to a customs authority, carrier or other third party are not amounts collected by Tingit and are not refunded by Tingit.

Any reclaim of those amounts must generally be requested from the relevant authority or provider.

This does not affect any amount Tingit is legally required to reimburse.

7. REFUNDS

7.1 European Union

If you validly exercise a statutory right of withdrawal, Tingit will reimburse the payments that must be reimbursed by law, including the cost of the least expensive standard delivery method offered for the relevant order.

If you selected a more expensive delivery option, such as express delivery, the additional amount above the least expensive standard delivery option is not refundable unless mandatory law requires otherwise.

The reimbursement will be made without undue delay and no later than 14 calendar days after Tingit is informed of your decision to withdraw.

Unless Tingit has offered to collect the goods, Tingit may, where permitted by law, withhold reimbursement until it receives the goods back or you provide evidence that you sent them back, whichever occurs first.

7.2 United Kingdom

If you validly exercise a statutory cancellation right, Tingit will refund the payments required by law, including the equivalent cost of the standard delivery option.

Any additional amount paid for a more expensive delivery method is not refundable unless applicable law requires otherwise.

For returned goods, the statutory refund is generally due no later than 14 days after Tingit receives the goods back or receives acceptable evidence that they were sent back, as applicable.

7.3 Other European Countries – Voluntary Returns

For an eligible voluntary change-of-mind return, Tingit will refund the amount actually paid for the returned product.

Original outbound delivery charges are not refundable and the customer is responsible for return shipping, unless mandatory local law requires otherwise.

Tingit will normally process the refund within 10 business days after receiving and inspecting the return.

7.4 General Refund Rules

Refunds will normally be made to the same payment method used for the original transaction unless another lawful method is expressly agreed.

Tingit does not charge a fee for issuing a statutory refund.

Your bank or payment provider may take additional time to post the funds after Tingit has issued the refund.

Where only part of an order is returned, any refund of the original outbound delivery charge is determined by applicable law.

A refund will never exceed the amount legally due for the returned goods and the payments actually received from you for them.

We do not offer direct exchanges.

If you want a different product, return the eligible original product in accordance with this policy and place a new order.

8. BUNDLES, QUANTITY DISCOUNTS, PROMOTIONS AND GIFTS

If a discount, bundle price, free product or gift was conditional on purchasing or keeping a specified quantity or value of goods, a partial return may affect that promotional benefit.

Where permitted by law and where the promotion terms were disclosed before purchase, Tingit may recalculate the refund to reflect the promotional terms that remain satisfied after the return.

Tingit will not reduce a statutory refund below the amount required by mandatory law.

A free product or gift supplied only because a qualifying purchase was made should be returned when the qualifying purchase is fully withdrawn or returned.

If it is not returned, Tingit may, where permitted by law, require the gift to be returned before completing a voluntary refund or deduct a value expressly disclosed in the applicable promotion terms before purchase.

Tingit will not make an undisclosed deduction from a statutory refund where mandatory law does not permit it.

9. DAMAGED, DEFECTIVE, INCORRECT OR NON-CONFORMING GOODS

Please contact support@tingit.com as soon as reasonably practicable if a product:

• arrives damaged;
• is defective;
• is different from what you ordered;
• does not match its description; or
• otherwise does not conform to the contract.

Include the order number and, where useful, photographs, batch information or other evidence that helps us assess the issue.

A reasonable request for information does not limit any mandatory consumer right.

Tingit may reasonably inspect or test the product, or require it to be returned, where necessary to determine the nature and cause of the issue.

Where goods do not conform to the contract, Tingit will provide the remedy required by applicable consumer law.

Depending on the jurisdiction and circumstances, this may include:

• repair;
• replacement;
• a proportionate price reduction; or
• termination/refund.

This policy does not create an automatic right to an immediate refund where the applicable law permits the seller to provide another remedy first.

9.1 United Kingdom – Faulty Goods

UK consumers generally have a 30-day short-term right to reject goods that do not conform to the contract, subject to the statutory conditions and exceptions.

After that period, statutory repair or replacement rights and, where the legal conditions are met, a price reduction or final right to reject may apply.

These rights are separate from the 14-day change-of-mind cancellation right.

9.2 Issues That Are Not Necessarily Defects

To the extent permitted by law, Tingit is not responsible under this return policy for deterioration, damage or unsatisfactory results caused solely by:

• misuse;
• failure to follow product instructions or warnings;
• improper storage;
• normal depletion or consumption;
• unauthorised alteration;
• use on a material or surface for which the product was not represented as suitable; or
• another external cause arising after delivery.

Personal preference, dislike of a scent, or a result that varies because of the material, stain, condition or method of use does not by itself establish that a product was defective or misdescribed.

Mandatory product-safety, conformity and other legal rights remain unaffected.

10. UNCLAIMED, REFUSED OR INCORRECTLY ADDRESSED DELIVERIES

Failing to collect a parcel, refusing delivery, or providing an incorrect or incomplete delivery address does not by itself constitute a valid statutory withdrawal/cancellation where the law requires a clear statement of withdrawal.

If a parcel is returned to Tingit for those reasons and no valid statutory withdrawal applies, Tingit may require payment of reasonable return-to-sender or re-shipping costs, or deduct such costs from a voluntary refund, where permitted by law and properly disclosed.

If a valid statutory withdrawal/cancellation has been exercised, the statutory refund rules in this policy prevail.

11. FRAUD, ABUSE AND INELIGIBLE VOLUNTARY RETURNS

Tingit may refuse a voluntary return, or take reasonable steps to verify it, where there is evidence of:

• fraud;
• product substitution;
• an empty or materially incomplete return;
• deliberate damage;
• repeated policy abuse; or
• other misuse of the voluntary return process.

This section does not restrict any mandatory statutory right.

12. BUSINESS PURCHASES

Statutory consumer withdrawal/cancellation rights apply only where the purchaser qualifies as a consumer under applicable law.

Purchases made wholly or mainly for business purposes, including purchases made by or on behalf of a legal entity, are subject to any separate written agreement, applicable business terms and mandatory law.

Unless Tingit expressly agrees otherwise, the consumer change-of-mind rights in this policy do not create an equivalent return right for business customers.

13. CONTACT

Email: support@tingit.com

Return parcels must be sent only to the return address provided through the applicable return process.

Where EU or UK law requires a statutory model withdrawal/cancellation form or additional trader information to be provided before purchase, that information must be supplied separately through the applicable Tingit legal or order information.

This policy uses support@tingit.com as the return/refund contact email.