Return Policy

Returns must be initiated through the self-service portal, designed to provide a streamlined and transparent experience. Customers may log into their account using the email address associated with their original purchase. From the order history, select the item to be returned and follow the prompts under "Request Return." You will be asked to confirm the reason for return and select your preferred resolution, which may include a refund, exchange, or store credit. Once submitted, your request will be reviewed and, if approved, you will receive dispatch instructions, including the return address and any applicable shipping label. All returns must be authorised prior to shipment to ensure proper handling and eligibility.

Items are eligible for return provided they are received within thirty calendar days of the original purchase date, remain unused and unaltered, and are returned in their original condition with all packaging components and tags intact. Products that have been worn, washed, customised, or damaged post-delivery are not eligible. Final sale items, personalised goods, gift cards, and items marked as non-returnable at the time of purchase are excluded. We reserve the right to inspect all returned items and determine eligibility at its sole discretion.

The return window is strictly thirty calendar days from the date of purchase and applies to both domestic and international orders. Requests submitted outside this timeframe may not be accepted. Customers are advised to initiate returns promptly to ensure eligibility and avoid delays in processing.

Exchanges follow the same process as standard returns and are subject to product availability. To request an exchange, initiate a return through your account and select "Exchange" as your preferred resolution. Once your return is approved, we recommend placing a new order for the desired item to secure availability and expedite fulfilment. If the requested item is unavailable at the time of processing, store credit or a refund will be issued in accordance with your original payment method.

If you have received an item that is defective, damaged, or incorrect, initiate a return through your account and select "Defective Item" or "Incorrect Item" as the reason. These returns are prioritised and reviewed with urgency. Once approved, you will receive dispatch instructions and, where applicable, a prepaid shipping label. Upon receipt, the item will be inspected to confirm the reported issue. If validated, a replacement, refund, or store credit will be issued. We will cover all return shipping costs for confirmed defects or fulfilment errors. All defect claims must be submitted within seven calendar days of delivery to ensure timely resolution.

All returns must be authorised prior to shipment. Unapproved returns may be delayed, rejected, or returned to sender. This process ensures that each return is properly documented, eligible, and traceable. Once approved, customers will receive the necessary instructions, including the return address and any applicable shipping label. We reserve the right to refuse unauthorised returns or items that do not meet the stated eligibility criteria.

Approved returns must be shipped to the following address:

Items should be packaged securely, preferably in their original packaging, to prevent damage during transit. Customers are responsible for ensuring that the parcel is correctly labelled and dispatched using a trackable courier service. We are not liable for parcels lost or damaged in transit due to inadequate packaging or unverified shipment methods.

Return shipping costs are the responsibility of the customer unless the return is due to a confirmed defect, damage, or fulfilment error. In such cases, TEN GRAND™ will provide a prepaid shipping label and cover all associated costs. For standard returns or exchanges, customers are advised to use a trackable courier service and retain proof of shipment. Shipping costs will not be reimbursed for returns that do not meet eligibility criteria or are submitted outside the stated return window.

Returns and exchanges are typically processed within five to seven business days from the date of receipt at our fulfilment centre. During peak periods or promotional events, processing times may be extended. Once the return has been inspected and approved, customers will receive confirmation via email, and the refund, exchange, or store credit will be issued accordingly. Refunds are processed to the original payment method and may take an additional three to five business days to appear, depending on the customer's financial institution.

Customers will receive an email notification once the returned item has been received and entered into the processing queue. This notification confirms receipt but does not guarantee approval. A subsequent email will be issued once the item has been inspected and the return has been approved or declined. If additional information is required, our support team will contact the customer directly.

Returns that do not meet the eligibility criteria may be rejected. In such cases, the item will be returned to the original shipping address, and no refund or exchange will be issued. Common reasons for rejection include items that are used, damaged, outside the return window, or missing original packaging and tags. We reserve the right to make final determinations regarding return eligibility. Customers who believe a return was rejected in error may contact support for further review.

Items purchased using a gift card or promotional discount are eligible for return, provided they meet the standard eligibility criteria. Refunds for gift card purchases will be issued as store credit. Refunds for discounted purchases will reflect the amount paid after the discount was applied. Promotional codes cannot be reissued or transferred to future orders. If a return results in a partial refund, the remaining balance will be returned to the original payment method or issued as credit, depending on the circumstances.