Refund & Cancellation Policy — TANNDEM
At TANNDEM, every piece of jewelry is made to order, based on each customer's unique preferences. Because our creations are fully personalized, the standard 14-day right of withdrawal does not apply (a legal exception covering custom-made or clearly personalized goods).
That said, we go beyond what the law requires by offering you a cancellation window at the very start of the process.
How a personalized order works
After your purchase, a designer hand-creates a first preview of your jewelry: this is the V1 (Version 1). You receive it for approval. Once the V1 is approved — or modified at your request — your order goes into production, and your physical piece is shipped to you.
Cancellation and refund: when is it possible?
A cancellation with refund is possible only while you are at the V1 stage, meaning before any modification request and before production begins.
— You receive the V1 and the design isn't right for you? You can request a cancellation and refund, no justification needed. This is a goodwill gesture on our part.
— You request a V2, V3, etc.? As soon as you request a design modification, cancellation is no longer possible. Each iteration involves additional personalization work by our designers, which we must pay for whether or not you keep the order. This rule exists to prevent abuse (multiple versions requested, then cancellation without valid reason).
How to request a cancellation
You have two options: — Directly from your customer account: 👉 account.tanndem.com — Or by email at: 👉 contact@tanndem.com
In both cases, your action triggers a cancellation request, which our team reviews and approves according to the conditions above.
Automatic approval (time limits)
To avoid blocking your order, automatic approval applies if we don't hear back from you: — V1: with no response within 48h of the preview being sent, the V1 is considered approved and the order goes into production. — V2 and beyond: with no response within 72h of the latest version being sent, that latest version is approved and goes into production.
Pausing the time limit when you reach out. As soon as you contact us to express dissatisfaction or request a cancellation — whatever the reason, except a straightforward design approval — the countdown is immediately paused. You are therefore not required to respond within the allotted time: as long as the conversation is ongoing, no automatic approval takes place. The time limit only resumes (or the order is approved) if you stop responding entirely, as we cannot hold an order indefinitely.
Once an order is in production, it can no longer be cancelled or refunded: it is a unique, personalized product that cannot be stopped or resold.
Refund processing time
When a refund is approved, it is processed within 14 days at most — usually much sooner.
If there's an issue with your order (defect, error, damage)
If your jewelry has a manufacturing defect, a personalization error, or arrives damaged, we commit to finding the solution best suited to your situation with you. Depending on the case, we may offer, for example, a replacement piece, a refund, or any other fair solution defined together. Each situation is reviewed individually, through dialogue.
You have 30 days after delivery to report an issue to us. A photo or video may be requested to process your claim under the best conditions.
No physical returns
Whatever solution is chosen, you will never be asked to physically return the jewelry: the personalized nature of our creations makes returns impossible. You keep your piece in all cases. This in no way limits the solutions we can offer you (a replacement piece, a refund, etc.) — it simply means you never have to send the product back to us.
Important: approved designs
If the jewelry no longer suits you after the design has been approved (V1 approved, or automatic approval passed), no refund can be accepted, except in the case of a proven defect. Approval commits the order to production.
Contact
For any order-related request, please contact us only by email at: 👉 contact@tanndem.com. Messages sent via social media are a complementary support channel but do not constitute an official complaint channel.