Refund & Returns Policy
At Tyel Kids, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we are committed to making the returns and refund process as clear and straightforward as possible.
This Refund & Returns Policy explains how returns, cancellations and refunds are handled when you purchase products from the Tyel Kids website.
Nothing in this policy affects your statutory rights as a consumer under applicable UK law.
1. About Tyel Kids
This website is operated by Tyel Kids.
Tyel Kids is an online children's retail store offering products including children's clothing, toys, footwear and accessories.
Our website operates using the Wix e-commerce platform.
If you have any questions regarding returns, refunds or cancellations, please contact us at:
Email: tyelkids@gmail.com
2. Your Legal Right to Cancel an Online Order
If you are a consumer in the United Kingdom, you generally have a legal right to cancel most online purchases without giving a reason.
For most goods purchased online, you have 14 days from the day after you receive your order to notify us that you wish to cancel the contract.
After notifying us of your cancellation, you generally have a further 14 days to return the goods.
These cancellation rights are subject to certain legal exceptions, as explained below.
Your statutory consumer rights remain unaffected by this policy.
3. How to Request a Return or Cancellation
If you wish to cancel an order or request a return, please contact us at:
Email: tyelkids@gmail.com
Please include the following information where possible:
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Your full name;
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Order number;
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Product(s) you wish to return;
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Reason for the return, if applicable;
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Any relevant photographs or information.
We will provide you with instructions regarding the return process where necessary.
Please do not send products to an address obtained from an unrelated source. Always contact us first so that we can provide the appropriate return instructions.
4. Condition of Returned Products
When returning a product because you have changed your mind, you should take reasonable care of the item while it is in your possession.
Products should, where reasonably possible, be returned:
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In their original condition;
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Unused and unworn;
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With original packaging where appropriate;
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With labels and tags attached where applicable;
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With all accessories or components included.
You are permitted to handle the product to the extent necessary to establish its nature, characteristics and functionality, in a similar way to how you would reasonably be able to inspect it in a physical shop.
Where permitted by law, we may make a deduction from a refund if the value of the product has been reduced because it has been handled beyond what is reasonably necessary to inspect it.
5. Faulty, Damaged or Incorrect Products
If you receive a product that is:
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Faulty or defective;
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Damaged during delivery;
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Not as described;
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The wrong product; or
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Missing components,
please contact us as soon as reasonably possible at:
Please provide your order number and, where appropriate, photographs showing the issue.
We will assess the problem and work with you to provide an appropriate remedy in accordance with applicable UK consumer law.
Depending on the circumstances and your legal rights, an appropriate remedy may include a repair, replacement, price reduction or refund.
6. Products That Cannot Normally Be Returned
Certain products may be excluded from cancellation or return rights where an applicable legal exception applies.
Examples may include products that:
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Are personalised or made to your specific requirements;
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Are sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken;
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Have been supplied in a condition where applicable law provides an exception to the normal cancellation rights;
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Are otherwise subject to a statutory exception.
Where a product is subject to a specific return restriction, this information will be communicated where required before purchase.
Nothing in this section removes any rights you may have if a product is faulty, defective or not as described.
7. Refunds
Once we have received and assessed a valid return, we will process your refund in accordance with applicable law.
Where you exercise your legal right to cancel an online purchase, refunds will generally include:
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The amount paid for the returned product(s); and
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The applicable standard delivery charge paid at the time of purchase.
Where the law permits a deduction because the product has been handled beyond what is reasonably necessary to inspect it, such a deduction may apply.
We are not required to refund additional delivery costs resulting from your choice of a more expensive delivery method than the least expensive standard delivery option we offered.
8. Refund Processing Time
We aim to process approved refunds as promptly as reasonably possible.
Where you exercise your legal right to cancel, we will generally issue the refund without undue delay and in accordance with applicable UK consumer law.
Where applicable, refunds will normally be made using the same payment method used for the original transaction, unless another arrangement has been agreed with you.
Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.
9. Return Postage Costs
Where you are returning an item because you have changed your mind under the applicable cancellation rights, you may generally be responsible for the direct cost of returning the goods, unless:
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We have agreed to cover the return cost;
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The product is faulty, damaged or incorrect;
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We are legally required to cover the return cost; or
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The relevant product or promotional terms state otherwise.
If a product is faulty, damaged or incorrectly supplied, please contact us before returning it so that we can provide appropriate instructions.
10. Damaged Items During Return
Customers are responsible for taking reasonable care when packaging products for return.
We recommend using suitable packaging to help protect the product during transportation.
If a product is damaged during its return journey because it was not packaged with reasonable care, this may affect the amount that can be refunded where permitted by law.
This does not affect your statutory rights.
11. Exchanges
Where possible, we may offer an exchange for another size, colour or product.
However, exchanges are subject to product availability.
If the requested replacement is unavailable, we may offer an alternative solution, including a refund where appropriate.
Please contact us at tyelkids@gmail.com before sending an item back if you would like to request an exchange.
12. Sale and Promotional Items
Products purchased during a sale or promotional period are generally subject to the same statutory consumer rights as products purchased at full price.
A sale or promotional price does not remove your legal rights if a product is faulty, defective, misdescribed or otherwise does not meet the requirements of applicable consumer law.
Additional promotional return conditions may apply where clearly communicated before purchase.
13. Gift Purchases
If a product was purchased as a gift, the refund will generally be issued to the original purchaser and using the original payment method, unless otherwise required by law or agreed with us.
If you have received a gift and need assistance with a return or exchange, please contact us and we will do our best to help.
14. Refunds for Cancelled or Unfulfilled Orders
If Tyel Kids cancels an order, or if we are unable to fulfil an order after payment has been received, we will arrange an appropriate refund.
The refund will normally be made using the original payment method.
We will communicate with you where necessary regarding the cancellation and refund.
15. Refused or Unclaimed Deliveries
If an order is returned to us because it was refused, unclaimed or could not be delivered due to information supplied incorrectly by the customer, please contact us at:
Depending on the circumstances, additional delivery or return costs may apply where permitted by law.
This does not affect your statutory cancellation or consumer rights.
16. International Returns
If we accept orders for delivery outside the United Kingdom, additional return arrangements may apply depending on the destination country.
Customers may be responsible for certain return costs, customs charges or other expenses where permitted by applicable law and the terms communicated at the time of purchase.
Please contact us before returning an international order so that we can provide the appropriate instructions.
17. How to Contact Us
For any questions regarding returns, refunds, cancellations or exchanges, please contact:
Tyel Kids
Email: tyelkids@gmail.com
Please include your order number whenever possible so that we can assist you more efficiently.
18. Changes to This Policy
We may update this Refund & Returns Policy from time to time to reflect changes to our services, products, business practices or applicable legal requirements.
The latest version will always be published on this page.
We recommend checking this page periodically for the most current information.
19. Statutory Consumer Rights
Nothing in this Refund & Returns Policy is intended to limit, exclude or replace any statutory rights you may have under applicable consumer protection legislation.
If any provision of this policy conflicts with a mandatory legal right, the applicable law will take precedence.
20. Contact Information
Tyel Kids
Email: tyelkids@gmail.com