Refund policy
Returns within 30 days
Changed your mind? No problem. You can return your order within 30 days of receiving it, without giving a reason. The cost of return shipping is at your own expense, unless otherwise agreed with our customer service.
To start your return, notify us by email at info@tavellio.com or use the return form on our website, stating your order number.
Your refund
Once your return has physically arrived at our warehouse, we will refund the product amount within 14 days, using the same payment method as your original order, at no fee to you.
Please note: the refund covers the price of the returned product(s) only. Original shipping costs are not refunded. For example: if your order came to $165, made up of $150 for the lamp and $15 for shipping, and you return the lamp, you receive $150 back. Where you return part of an order, the refund covers the returned item(s) only.
If a product has lost value due to handling beyond what is needed to assess it, for example visible signs of use, scratches or damage, we may deduct a reasonable amount for this depreciation from your refund.
Packaging your return
We recommend returning the product in its original packaging with all supplied accessories, as this protects the item best in transit. If the original packaging is no longer available, please pack the product carefully so it cannot be damaged on the way back. Damage in transit caused by insufficient packaging may result in a depreciation deduction.
Use a tracked shipping service
Always return your parcel with track & trace and keep your proof of postage. Share the tracking code with us so we can monitor the return. The parcel remains your responsibility until it reaches our warehouse: we can only process a refund for returns we have actually received. Without a tracking code, a lost parcel cannot be traced, and no refund can be issued.
Returning from the United States
Your lamp was shipped to you with all duties and taxes prepaid, but a return travels back to our warehouse in the Netherlands. The cost of that return shipment, and any customs or clearance charges on the way, are yours. Mark the parcel clearly as a "returned goods" shipment so it is not charged import duty a second time. Email us before you send anything back and we will tell you the most sensible way to do it.
Damaged or faulty items
If a product arrives damaged or incomplete, or develops a fault within the warranty period, email info@tavellio.com with your order number and a photo of the part and the packaging. Damage on arrival should be reported within 14 days of delivery. Once we have assessed the damage from your photos, we replace the affected part, or where necessary the product, free of charge. Please keep the damaged part: we may ask you to return it to us, before or after we send your replacement, and we will send you the instructions for that. In some cases we will tell you that you may keep it. A refund is only offered where neither a replacement part nor a replacement product is possible. If you would rather return the complete product than accept a replacement, the conditions above for returns within 30 days apply, including the cost of return shipping.
Return address
Tavellio Returns
Rendementsweg 6
3641 SK Mijdrecht
The Netherlands
Business customers
This return policy applies to consumer purchases only. Business (B2B) purchases are excluded.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer under the laws of your country of residence.
For all other information, please refer to our Terms & Conditions.