At TdeT, each item is carefully selected to best support your riding and your moments of connection with your horse. But if a product doesn't suit you, don't worry: you have every right to change your mind, and we are here to guide you through your return.
F.A.Q.
How much time do I have to change my mind?
How much time do I have to change my mind?
If you change your mind before your order is shipped, you can cancel it directly from your customer account as long as it has not yet been processed by our teams.
Once you have received your order, you have 30 days to notify us that you wish to return an item. No reason is required: sometimes a product may not fully meet your expectations.
Exchanges are not available. However, returning the item allows you to choose between receiving a credit note or a refund for the item concerned, in accordance with our return policy.
How do I make a return?
How do I make a return?
Returning an item is a simple and straightforward process. Here are the steps to follow:
• Submit your return request online:
Go to your customer account, in the Orders section. Enter your order number, select the relevant items and, if you wish, indicate the reason for the return. This information helps us continuously improve our services.
• Download the return label:
Once your request has been approved, you will be able to download your return label and attach it to your parcel.
• Prepare your parcel:
Returned items must be:
- in their original condition,
- unworn,
- unwashed,
- accompanied by their labels.
Failure to comply with these conditions may result in the return being refused.
• Ship your parcel
Drop off your parcel at a post office or a Colissimo drop-off point near you.
• What happens next?
Once your parcel has been received, our team will inspect it and then process your refund or credit note, depending on the option you selected. You will receive a confirmation email once your return has been approved.
If you encounter any difficulties, our customer service team can be reached at contact@tdet.fr.
Can I combine items from multiple orders into a single return package?
Can I combine items from multiple orders into a single return package?
Yes, that is entirely possible. You can group items from multiple orders into a single return package, provided you include all necessary information (order numbers corresponding to each item). We recommend that you:
• Clearly indicate the relevant order numbers in the package.
• Ensure that each item is eligible for return according to our conditions.
• Carefully pack the items to avoid any damage during transit.
This will allow us to process your return more quickly and ensure a prompt refund. If you have any doubts, our customer service team is of course available to assist you.
I would like to add or remove an item from my return request after all, is that possible?
I would like to add or remove an item from my return request after all, is that possible?
Once your return request has been validated, it is unfortunately no longer possible to modify it online, but there is no need to print a new return label. If you wish to add or remove an item, you have two options:
• Include a short explanatory note in your return package, specifying the items concerned and your order number.
• Contact our customer service so that we can add the information to your return request and ensure it is properly followed up.
In any case, we will process the items actually received and do everything possible to ensure your return is handled in the best conditions. Our team remains at your disposal to assist you.
Am I responsible for the return shipping costs?
Am I responsible for the return shipping costs?
We ensure that your shopping experience remains pleasant every step of the way.
Returns are free in mainland France, provided they are made within 14 days of receipt of your order.
Beyond this period, or for any return made from another country, the return costs remain your responsibility. Our team is, of course, available to assist and guide you if necessary.
How does the refund for my return work?
How does the refund for my return work?
We process every refund with care and transparency. Here are the different steps in the process:
• Receipt and verification of your return
Upon receipt of your package, our team verifies that the returned items meet the return conditions, particularly regarding their condition and the presence of tags. This step is usually completed quickly.
• Refund validation
Once the verification is complete, the refund is initiated within 24 to 48 business hours.
• Refund to the original payment method
The amount is credited back to the payment method used for the order:
- credit card,
- PayPal account,
- or gift card.
Please note: in the case of installment payments, the remaining installments are automatically adjusted.
• Credit option
If you have chosen a credit, it will be sent to you by e-mail as soon as your return is processed. It can be used later, as you wish.
Our team remains at your disposal for any questions regarding your refund.
