Refund policy

Since we are a small shop and many of our items are one-of-a-kind, we generally cannot accept returns or issue refunds. However, we want you to be happy with your purchase so if you discover an issue once your package has been delivered, please contact us at info@tandemrandom.com within 24 hours of delivery and we will work with you to find the best solution. Items sent back to us without first contacting us will not be accepted for return or exchange.

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

Customized items
Customized items cannot be returned.

Sale items and Gift cards
We do not accept returns on sale items or gift cards.

Although we currently do not ship to the EU, this will be the return policy if/when we do in the future:

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase.

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 10 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 15 business days have passed since we’ve approved your return, please contact us at info@tandemrandom.com.