Returns promise

Changing your mind (our 30-day promise)

• Tell us within 30 days of delivery by email to support@tintavell.com or with the Withdraw from contract here form. You do not need to give a reason.
• Items should be unused and complete, ideally in their original packaging: backdrops not hung, plates and napkins not used, balloons not inflated.
• We email you the return address and instructions within two business days. Please do not send anything to our registered office.
• Send the items back within 14 days of telling us.
• For a change of mind, you pay the cost of sending the items back.
• We refund the price of the items and the original standard delivery cost within 14 days of receiving them back, to the card or account you paid with.
• You may return part of an order. If you do, we refund the delivery cost only when you return the whole order.

Statutory right of withdrawal (EU, UK, Norway and EEA customers)

If you are a consumer living in the EU, the UK, Norway, Iceland or Liechtenstein, you have the legal right to withdraw from this contract within 14 days without giving any reason. The withdrawal period ends 14 days after the day on which you, or someone you name who is not the carrier, take physical possession of the goods. If an order arrives in several parcels, it ends 14 days after the last one.

To use this right, tell us clearly that you are withdrawing, for example with the online withdrawal form, by email to support@tintavell.com or by letter to Light In The Box Limited, 5/F, Tack Building, 50 Gilman Street, Central, Hong Kong. You can use the model form below, but you do not have to. It is enough to send your message before the period ends.

Effects of withdrawal

If you withdraw, we refund all payments we received from you, including the cost of standard delivery (not any extra cost of a faster delivery method you chose), without undue delay and no later than 14 days from the day we are told of your withdrawal. We use the same payment method you used, unless you expressly agree otherwise; you will not be charged any fee for the refund. We may withhold the refund until we have received the goods back, or until you have shown proof of sending them, whichever is earlier.

Please send the goods back without undue delay and no later than 14 days from the day you tell us of your withdrawal. You pay the direct cost of returning the goods. You are only liable for any loss in value of the goods resulting from handling them more than is needed to establish their nature, characteristics and functioning.

Model withdrawal form

To Light In The Box Limited (TINTAVELL), 5/F, Tack Building, 50 Gilman Street, Central, Hong Kong, support@tintavell.com:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

(*) Delete as appropriate.

Faulty, damaged or wrong items

If something arrives damaged, faulty, incomplete or not as described, email us within 30 days of delivery with your order number and a photo. We will send a replacement or give you a full refund, as you prefer, and we pay any return cost. You do not need to wait for us to receive the item back if a photo shows the problem clearly.

This does not limit your legal rights:

• Hong Kong law. Under the Sale of Goods Ordinance (Cap. 26), goods we sell must match their description, be of merchantable quality and be fit for any particular purpose you made known to us before buying. If they are not, you may reject them and claim a refund, or claim damages. Under the Control of Exemption Clauses Ordinance (Cap. 71) we cannot exclude or limit these obligations when selling to a consumer, and nothing on this site attempts to.
• EU and UK customers also have the legal guarantee of conformity under their local law. In the EU this lasts at least two years from delivery.

Cancelling an order before it ships

Email us as soon as possible with your order number. If the order has not been dispatched yet, we cancel it and refund the full amount, delivery included. If it has already left, use the returns promise or your right of withdrawal above.

Refund timing

Once we issue a refund, it usually appears on your statement within 5–10 business days, depending on your bank. Refunds are made in the currency you paid in.