Customer Service

We want you to shop with confidence at Tess Marketplace. If you're not completely satisfied with your purchase, please review the guidelines below.

• Eligible standard products: Unopened, unused, sealed, and resalable products may be returned by requesting a return within 14 calendar days after delivery.
  
• Opened beauty products: For hygiene and safety reasons, opened, used, tested, or swatched beauty and personal care products cannot be returned unless they arrived damaged, defective, or incorrect.
  
• Supplements & ingestible products: All sales of supplements, nutrition products, beverages, and other ingestible items are final once shipped. We do not accept change-of-mind returns for these products. However, claims for damaged, defective, expired, or incorrect items are accepted if reported within 7 calendar days after delivery.
  
• Damaged or incorrect orders: If you receive a damaged, defective, expired, or incorrect product, please contact us within 7 calendar days after delivery with your order number and photos of the item and packaging so we can review your claim.
  
• Return shipping: Customers are responsible for return shipping costs on approved change-of-mind returns. If the return is due to our error or a defective product, we will cover return shipping when applicable.
  
• Refunds: Once your approved return is received and inspected, refunds are issued to your original payment method within 5 business days. Your financial institution may require additional time to post the refund.
  
• Exchanges: We do not offer direct exchanges. If you need a different eligible item, please return the original item (if eligible) and place a new order.
  

For complete details, including non-returnable items and return instructions, please refer to our Return Policy or contact our Customer Support team before sending any items back.

To request a return, please contact our Customer Support team before sending any items back.

To help us process your request, please include:

• Your order number
  
• Your full name
  
• The reason for the return
  
• Photos of the product and packaging (required for damaged, defective, expired, or incorrect items)
  

Our team will review your request to confirm that it meets our Return Policy. If your return is approved, we'll provide you with return instructions and the appropriate return address.

Please note:

• Return requests for eligible unopened standard products must be submitted within 14 calendar days after delivery.
  
• Products must be unopened, unused, sealed, and in resalable condition.
  
• Opened beauty products and supplements or ingestible products are not eligible for change-of-mind returns after shipment.
  
• Claims for damaged, defective, expired, or incorrect items must be reported within 7 calendar days after delivery.
  
• Do not send products back without prior authorization, as unauthorized returns may be delayed or refused.

No. Tess Marketplace does not offer direct product exchanges.

If you would like a different eligible product, you may:

1. Request a return for your original item (if it qualifies under our Return Policy).
   
2. Place a new order for the item you'd like instead.
   

Please note:

• Eligible returns must be requested within 14 calendar days after delivery.
  
• Returned products must be unopened, unused, sealed, and in resalable condition.
  
• Opened beauty products and supplements or ingestible products are not eligible for change-of-mind returns after shipment.
  
• Customers are responsible for return shipping costs for approved change-of-mind returns.
  

If you received a damaged, defective, expired, or incorrect item, please contact our Customer Support team within 7 calendar days after delivery. We'll review your claim and, when appropriate, arrange a replacement or issue a refund.

Once your approved return is received and inspected, we'll notify you of the outcome.

If your return is approved:

• Refunds are processed within 5 business days and issued to your original payment method.
  
• Depending on your bank or credit card provider, it may take additional time for the refund to appear in your account.
  

Please note that Tess Marketplace does not offer direct product exchanges. If you need a different eligible item, you may return the original product (if it qualifies under our Return Policy) and place a new order.

If you received a damaged, defective, expired, or incorrect item, please contact our Customer Support team within 7 calendar days after delivery. Once your claim is approved, we'll work with you to provide an appropriate resolution, such as a replacement or refund.