Refund policy

Returns, Return Address and Refunds

You must request, by email to office[at]tirglas.co.uk, a Return Authorisation Code (RAC) number from TirGlas before any purchases will be accepted for return. We will provide you with the return address within the RAC.

• We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
• To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
• We reserve the right to charge for any costs incurred (for example dry cleaning) by us to restore a Return to a saleable state.
• You are responsible for paying the shipping costs for returning your purchase. Please use a trackable shipping service with the product insured to its full value.
  

Right of Withdrawal (EU Customers)

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason.

To exercise your right of withdrawal, initiate a return through your account order page, or contact us at office@tirglas.co.uk. You may also use the standard EU withdrawal form, though it is not obligatory.

Once you have notified us, you must return the goods within 14 days. Return shipping costs are your responsibility unless otherwise stated.

We will issue a full refund — including original delivery costs — within 14 days of receiving the returned goods, using the same payment method as your original order.

Exceptions: The right of withdrawal does not apply to goods made to your specification or clearly personalised. This includes custom-dyed, made-to-order, or bespoke yarn and textile items.

Damages and Faulty Goods

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards. Please note that customers in the European Union retain their statutory 14-day right of withdrawal on sale items; this right cannot be excluded by us under EU consumer law.

International Returns - Specifically

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3 to 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 10 business days have passed since we’ve approved your return, please contact us at office[at]tirglas.co.uk