White Twine String and Beige Twine String

At Tanstella, we prioritize customer satisfaction and strive to ensure a straightforward and fair return process. Below are our guidelines for returns, including how to make a claim and information on our warranty policy.

Post-Order Cancellation Policy (Updated)

To keep our dispatch fast and fair for all customers, orders move into processing immediately. For this reason, standard orders cannot be cancelled once placed.

1. Standard Orders (In-Stock Items)

Orders for in-stock items are not eligible for cancellation.
If you no longer want the item, you may request a Change of Mind Return once the product arrives (return/restocking fees apply).

2. Pre-Order Cancellations

Pre-orders allow you to secure stock from the next incoming shipment.

• If the item arrives within the advertised ETA → Pre-orders cannot be cancelled

• If the item misses the ETA by more than 1 week → Free cancellation is allowed

• If you no longer want the item upon arrival, you may request a Change of Mind Return (return/restocking fees apply)

General Return Guidelines

If you need to return a product, please contact our customer service team immediately if:

• Change of Mind: You've decided you no longer want the product.
• Damaged During Transit: The product was damaged upon arrival.
• Warranty Claim: You need to make a claim under the product's warranty.

To initiate a return or make a claim, please follow these steps:

1. Contact Us: Reach out to our customer service team via phone or email.
2. Provide Information: Include your order number, details about the product, and the reason for the return or claim. For damaged items or warranty claims, attach photos or videos as evidence.
3. Wait for Instructions: Our team will review your request and provide specific instructions on how to proceed.

Change of Mind Policy

• Time Frame: We accept change of mind requests within 14 days of the item's delivery.
• Return Request: Email us with photos or a video of the product's condition and an explanation for the return. We will assess eligibility for return.
• Product Condition: Products must be in their original packaging for a change of mind return.
• Return Approval: Do not return the product without our approval. Unauthorized returns will not receive credit.
• Return Shipping: If we require the product's return, we will provide a return shipping label. Use our label for a return shipping cost refund.
• Refund Calculation:
  • With Return Label: Total order amount minus initial postage, return postage, and a 20% restocking fee.
  • Without Return Label: Total order amount minus initial postage and a 20% restocking fee.
  • For RTS (Return to Sender) Cases: If you change your mind before receiving the item, the refund will be the total order amount minus initial postage and a 20% restocking fee.

Damaged Items and Warranty Claims

• Damaged Items: For items damaged during transit, contact us with evidence of the damage for a swift resolution.
• Warranty Claims: Our products come with a manufacturer’s warranty. To make a warranty claim, provide details of the issue along with proof of purchase. We will guide you through the warranty process, which may include repair, replacement, or refund.

Contact Information

For any questions, returns, or warranty claims, please contact us:

• Phone: 03 9000 0168
• Email: info@tanstella.com.au

Our policy ensures that our returns and claims process is transparent and customer-focused. We are dedicated to providing a positive and seamless experience for all our customers. If you encounter any issues with your purchase or need further assistance, we are here to help and ensure that your concerns are addressed promptly and satisfactorily.