Return & Refund Policy

Timvella accepts eligible defective and non-defective returns within 20 calendar days after delivery. This policy explains our return requirements, shipping responsibilities, refund processing, and cancellation procedures.

20-Day Return Window

Customers may request an eligible return within 20 calendar days after the product is delivered.

The return period begins on the date of delivery, not the order placement date.

Eligible Returns

Timvella accepts eligible returns for both defective and non-defective products.

For non-defective or change-of-mind returns, products should be in their original condition without excessive use, customer-caused damage, or unauthorized alterations.

Original components, accessories, power cables where supplied, and packaging should be included where reasonably available.

Defective, damaged, and incorrectly supplied items are evaluated separately in light of the reported issue and applicable consumer rights.

Non-Defective and Change-of-Mind Returns

Customers may request an eligible return within the 20-day period if they change their mind or no longer wish to keep the product.

For non-defective and change-of-mind returns, customers arrange and pay for return shipping.

Customers should select an appropriate shipping service and purchase the necessary return label.

We recommend using a trackable shipping method and keeping proof of dispatch.

Defective, Damaged, or Incorrect Products

If your order arrives defective, damaged, or contains a product different from the one ordered, contact support@timvella.shop promptly.

Please provide your order number and an explanation of the issue. Photographs may help us review the concern.

For eligible defective, damaged, or incorrectly supplied products, Timvella pays the authorized return shipping cost.

We provide a prepaid return shipping label and applicable instructions for approved seller-fault returns.

Customers do not need to purchase their own return label for an approved seller-fault return.

Prepaid Return Label Procedure

When Timvella provides a prepaid return label, download and print it if required.

Pack the product securely, attach the label to the parcel, and provide the package to the designated shipping carrier.

Keep the shipment receipt or tracking details until the return is resolved.

Return Shipping Responsibilities

Non-Defective Return: Customer arranges and pays for return shipping.

Change-of-Mind Return: Customer arranges and pays for return shipping.

Defective Product: Timvella pays for authorized return shipping on an eligible return.

Damaged on Arrival: Timvella pays for authorized return shipping on an eligible return.

Incorrect Product Supplied: Timvella pays for authorized return shipping on an eligible return.

Any different requirements under applicable consumer protection law will be followed.

How to Request a Return

To start a return request, email support@timvella.shop with your order number, the product being returned, and the reason for the request.

Where available, customers may also submit a return request through their Shopify customer account.

We will review the request and provide the applicable instructions and authorized return destination.

Return Packaging

Clocks, sand timers, and related products should be packaged carefully to reduce the risk of damage in transit.

Use appropriate protective materials for products containing glass, mechanical parts, electronic components, or delicate surfaces.

Where reasonably available, include the original accessories and packaging.

Customers should retain shipment tracking or proof of postage.

Authorized Return Address

The correct return destination will be provided through our return authorization process.

Our publicly listed business address is for business identification and customer contact and is not automatically the correct destination for returns.

Please do not send products to the business address without specific instructions.

Restocking Fees

Timvella does not charge restocking fees for eligible returns.

Restocking Fee: $0.00 USD (0%).

Product Inspection

Once the returned product is received, it is reviewed against the applicable return conditions.

Non-defective returns may be examined for excessive use, missing components, unauthorized alterations, or customer-caused damage.

For defective, damaged, and incorrectly supplied products, the reported concern and available evidence are considered.

Inspections will not be used to unreasonably delay refunds or restrict applicable legal rights.

Refund Processing

Approved refunds are processed within 7 business days after the returned product has been received, inspected, and approved.

Business days are Monday through Friday, excluding applicable public holidays.

We will carry out the inspection and approval process without unreasonable delay.

Refund Method

Approved refunds are ordinarily issued to the original payment method used during checkout.

Banks and payment providers may require additional time to reflect the refunded amount after it has been processed.

Original Shipping Charges

For customer-preference returns, the customer pays the return shipping cost.

Whether original outbound shipping charges are refunded depends on the circumstances and applicable law.

For eligible seller-fault returns, Timvella covers authorized return shipping and provides the appropriate remedy.

Direct Exchanges

Timvella does not offer direct exchanges.

Customers who prefer another available product may return an eligible item under this policy and place a separate order.

New orders are subject to current availability, prices, and shipping terms.

Order Cancellations

Customers may request cancellation within 24 hours of placing an order.

Cancellation requests are subject to fulfillment status and cannot be guaranteed after an order has been dispatched or can no longer be stopped.

For an approved cancellation, any applicable payment collected will be refunded to the original payment method.

Returns After 20 Days

Change-of-mind returns requested outside the standard 20-day window may not qualify under this policy.

Issues involving defective, incorrectly supplied, or misdescribed products may require separate consideration under applicable consumer protection laws.