Refund policy
Effective Date: July 9, 2026
At Tess Marketplace, we want you to shop with confidence. If you experience an issue with your order, we're here to help. Please review our return policy below before making a purchase.
This Return Policy applies only to purchases made directly through Tess Marketplace. Products purchased through third-party marketplaces are subject to the return policies of those respective platforms.
Eligible unopened standard products may be returned within 14 calendar days after delivery. Certain products—including opened beauty products and supplements or ingestible products after shipment—are not eligible for change-of-mind returns.
Return Eligibility
We accept returns only for products that meet the conditions outlined in this policy.
Standard Products
Most unopened beauty, skincare, personal care, and wellness products may be returned under the following conditions:
- A return request must be submitted within 14 calendar days after delivery.
- The product must be:
- Unopened
- Unused
- In its original sealed packaging
- In resalable condition
- All original accessories, inserts, and packaging must be included.
Returns that do not meet these requirements cannot be accepted.
Opened Beauty & Personal Care Products
For hygiene and safety reasons, we cannot accept returns of products that have been:
- Opened
- Used
- Tested
- Swatched
- Partially consumed
This policy applies to, but is not limited to:
- Skincare
- Makeup
- Haircare
- Bath & Body products
- Personal care items
Exception: Products that arrive damaged, defective, or incorrect remain eligible for review under our Damaged or Incorrect Orders policy below.
Supplements & Ingestible Products
To protect customer safety and product integrity, 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 after shipment.
However, we will gladly assist if the product:
- Arrives damaged
- Is defective
- Is expired
- Is incorrect
These issues must be reported within 7 calendar days after delivery.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, expired, or you receive the wrong item, don't hesitate to get in touch with us within 7 calendar days after delivery.
To help us resolve your claim quickly, please include:
- Your order number
- A description of the issue
- Clear photographs of:
- The product
- The packaging
- Any visible damage
- The shipping label (when applicable)
Once reviewed, we may offer one of the following:
- A replacement product
- A refund
We reserve the right to request additional information before approving a claim.
Return Shipping
Returns must be authorized by Tess Marketplace before being shipped back. Returns sent without prior authorization may be refused or delayed.
For approved change-of-mind returns:
- Customers are responsible for return shipping costs.
- We recommend using a trackable shipping service, as Tess Marketplace is not responsible for returns lost in transit.
If the return is approved due to our error (such as an incorrect, damaged, defective, or expired product), Tess Marketplace will cover return shipping costs when applicable.
Original Shipping Charges
Original shipping charges paid during checkout are non-refundable, unless the return is the result of our error or a confirmed product defect.
Restocking Fees
We do not charge restocking fees for approved returns.
Refund Processing
After we receive and inspect your returned item, we will notify you of the approval status.
If approved:
- Refunds are issued to the original payment method.
- Please allow 5 business days for the refund to be processed after approval.
- Depending on your financial institution, it may take additional time for the funds to appear in your account.
Shipping charges are refunded only when the return results from our error or a verified defective or damaged product.
Exchanges
We do not offer direct product exchanges.
If you need a different eligible item:
- Return the original item (if it qualifies under this policy).
- Place a new order through our website.
If you received an incorrect or defective product, we will work with you to provide a replacement when available.
Non-Returnable Items
The following items are not eligible for return unless they arrive damaged, defective, expired, or incorrect:
- Opened beauty products
- Used skincare products
- Tested or swatched cosmetics
- Supplements and ingestible products after shipment
- Products returned outside the applicable return window
- Products that are missing original packaging or are not in resalable condition
How to Request a Return
To request a return or report an issue, please contact our Customer Support team with:
- Your order number
- Your full name
- The reason for the request
- Photos of the product (if applicable)
We will review your request and provide return instructions if your return is eligible.
Please do not return products without receiving return instructions from our Customer Support team.
Contact Us
If you have any questions about this Return Policy, please contact us through the contact information provided on the Tess Marketplace website.
Thank you for shopping with Tess Marketplace. We appreciate your trust and are committed to providing quality products and excellent customer service.